DETERMINAN TINGKAT KEPUASAN NASABAH BANK SYARIAH INDONESIA

Abstract

This study aims to analyze the determinants of customer satisfaction in Islamic Bank Indonesia KCP Wirobrajan. The data used in this research are primary data. The subjects of this research are customers who are visiting or have visited Indonesia Islamic bank Kcp Wirobrajan. In this study using a sample of 100 respondents who were selected using the accidental sampling method. The data collection method used a questionnaire with a Likert scale. The analysis tool used is multiple regression and is supported by SPSS 16 software. Based on the analysis that has been done, the results show that the variables of tangible, reliability, responsiveness, assurance and empathy have a positive and significant effect on customer satisfaction.