| dc.description.abstract | Service excellent is one of many factors which be considered by
customer to choose a bank. Service is more and more important in high
competetion of bariking industry. The problem formulation in this research
are how the influencing of service quality (reliability, responsiveness,
assurance, empathy and tangibles) to customer satisfaction of Bank Syariah
Mandiri Medan Branch and which dominant dimension influences to service
quality in Bank Syariah Mandiri Medan Branch.
This research aims to know the influencing of service quality to
customer satisfaction of PT. Bank Syariah Mandiri Medan Branch. It also
aims to know the dominant dimension influences to service quality in PI.
Bank Syariah Mandiri Medan Branch.
The samples used for this analysis is 300 (three hundred)
respondents who are the customer of PT. Bank Syariah Mandiri Medan
Branch. The method of the sampling used on this research is Sample
Random Sampling. Data collected by using questionnaire. The measurement
of this questionnaire using Likert Scale with 5 (five) levels. Before the
questionnare gave to the respondents, it was tested by validity test and
reliability test for 50 (fifty) respondents. Validity test used on this research
is Correlation Statistic of Product Moment and Cronbach Alpha for the
reliability test.
The Structural Equation Modelling (SEM) with level of test a = 0,05
is used to know whether service quality as the independent variable
influecing customer satisfaction as the dependent variable. Significant
probability value (p) of the hypothetic is 0,00 which is smaller if it
comapared to level oftest a = 0,05. Critical Ratio (CR) of the hypothetic 15
4,525 which is bigger ifit compared to CR = 2,00. It shows that dimensions
of service quality (reliability, responsiveness, assurance, empathy and
tangibles) influence customer satisfaction of of PT. Bank Syariah Mandiri
Medan Branch. It means that the hypothetic of this research is accepted. The
dominant dimension influences to service quality is empathy.
The Loading Factors (15) as the result of data processing from
Analytic Technical of the Structural Equation Modelling (SEM) and
Analysis of Moment Structure (AMOS) version 4.01 is 0,363. It is shows
that variation of indevendent variable indicators could explain 36,30 % to
dependent variable. The rest 63,70 % is explained by the independent
variables on this research. | en_US |
