The Effect of Employee Characteristics on Customer Satisfaction of Islamic Banks Services in Indonesia

Abstract

This study aims to determine the effect of employee characteristics on customer satisfaction at an Islamic bank in Palu, Indonesia. This study used the quantitative research method. The sample for this study was purposively determined, which of them were 100 Islamic banks customers. A five-scale survey was distributed to the customers, and all of the surveys were returned. Data analysis used SPSS version 17 for the windows program. The research results show that the individual characteristics variables have a significant and positive influence on customer satisfaction at Bank Syariah Mandiri Palu. The R square value was 0.262 means that the individual characteristic variable has an effect at twenty-six percent. For the t-test, the count was 5.900, which means tcount > ttable (5.900 > 0.6770) with a significance level of 0.000 <0.05. Meanwhile, the employee characteristics variable has a significant and positive effect on customer satisfaction at Bank Syariah Mandiri Palu. The R square value was 0.224 means that the individual characteristic variable has an effect of twenty-two percent. For the t-test, the count is 5.317, which means tcount > ttable (5.317 > 0.6770) with a significance level of 0.000 <0.05. We concluded that employees characteristics play important roles in determining customers satisfaction at Islamic banks.