PENGARUH KOMITMEN MANAJEMEN PUNCAK DALAM KUALITAS PELAYANAN BPRS TERHADAP KEPUASAN NASABAH (Studi di BPR Syariah Botani Dramaga Bogor, Jawa Barat)

Abstract

ABSTRACT   One of the problems with banks is about service. Investigation questions include: 1) Do BPR Syariah's customer service, counter and marketing jointly contribute to customer satisfaction? 2) Does the top management's commitment to the quality of BPR Syariah Botani service deliver satisfaction to satisfaction? The purpose of this study is to: 1) Check the impact of Sharia Rural Banks' customer service, counter and marketing on sales satisfaction. 2) Prioritize top management commitment to the quality of BPR Syariah Botani services for credit satisfaction. This study uses quantitative analysis and the analysis used is linear multiple regression. The sampling technique used is simple random sampling. The study sample used was BPRS Botani and 100 respondents from the general public. The results of this study showed that the adjusted value of R-squared was 0.607 (60.7%). Priority satisfaction for CS, counter and marketing departments is 60.7%. The remaining 39.3% were approved by factors other than the model. Therefore, the research hypothesis "There is an influence between customer service, over-the-counter service and marketing service on customer satisfaction of Botani Syariah Financing Bank" is accepted. The proposition for BPR Syariah Botani is vocational training recovery rates for BPRS staff, especially services. Because it can increase satisfaction in terms of service and attract potential customers to do business with the bank. For visitor satisfaction, based on three data variables, respondents agree that the mean is +4. Keywords: top management commitment, service, BPR Syariah Botani, customer service, cashier, marketing