PENGARUH KEDISIPLINAN DAN PELAYANAN TERHADAP KEPUASAN NASABAH

  • Anggi Yuliana Putri

Abstract

Sharia financing bank (BPRS) is a financial institution engaged in services, so it is important for the SRB to improve employee discipline to its performance, and able to provide the quality of service expected by customers. This becomes an important factor in determining customer satisfaction. Problem formulation in this research is whether there is influence either partially or simultan between discipline and service to customer satisfaction. The purpose of this study is to determine whether there is partial influence between the discipline on customer satisfaction, to determine whether there is partial influence between service to customer satisfaction, and to determine whether there is a simultaneous influence between discipline and service to customer satisfaction. The method used in this research is quantitative method, where the test is done by using analysis requirements test, classical assumption test, multiple regression test, F test and t test. The population in this study is 2112 people who become customers at BPRS Adeco, with a sample of 60 customers. The results obtained in this study indicate that the variable of discipline partially has no effect on customer satisfaction, and service variables partially have a significant positive effect on customer satisfaction. While the variables of discipline and service together (simultaneous) have a significant positive effect on customer satisfaction PT. Adeco.
 

 
 

Published
2018-11-14
How to Cite
YULIANA PUTRI, Anggi. PENGARUH KEDISIPLINAN DAN PELAYANAN TERHADAP KEPUASAN NASABAH. Lentera (Indonesian Journal of Multidisciplinary Islamic Studies), [S.l.], v. 1, n. 1, nov. 2018. ISSN 2654-9220. Available at: <http://journal.iainlangsa.ac.id/index.php/lentera/article/view/565>. Date accessed: 25 june 2019.