Electronic Theses and Dissertation

ABSTRAK
Penelitian ini dilakukan untuk melihat pengaruh kualitas pelayanan terhadap kepuasan nasabah Bank Syariah Indonesia (BSI), serta melihat perbedaan pada kualitas pelayanan dan kepuasan nasabah sebelum dan sesudah merger. Jenis penelitan menggunakan pendekatan kuantitatif. Teknik pengambilan sampel menggunakan non-probability sampling dengan metode purposive sampling. Penelitian dilakukan di Kota Banda Aceh dan responden yang diambil dari nasabah yang berdomisili di Banda Aceh. Jumlah responden yang diperoleh sebanyak 143 orang dengan metode Hair et al. Data didapat dengan cara membagikan kuesioner. Penelitian ini menggunakan uji validitas dan realibilitas. Dengan menggunakan uji regresi linear sederhana diperoleh kualitas pelayanan terhadap kepuasan nasabah memiliki pengaruh yang signifikan. Dan uji beda yang dilakukan menggunakan Wilcoxon signed ranks test diperoleh variabel kepuasan nasabah tidak memiliki perbedaan antara sebelum dan sesudah merger. Hasil ini dianggap terdapat beberapa faktor yang tidak ada dalam penelitian mempengaruhi variabel. Sedangkan uji beda terhadap kualitas pelayanan sebelum dan sesudah merger menghasilkan perbedaan yang menurun pada bank sesudah di merger, diperkirakan umur BSI yang masih muda menjadi salah satu faktornya.

ABSTRACT This study was conducted to see the effect of service quality on customer satisfaction of Bank Syariah Indonesia (BSI), and to see the differences in service quality and customer satisfaction before and after the merger. This type of research uses a quantitative approach. The sampling technique used was non-probability sampling with purposive sampling method. The study was conducted in Banda Aceh City and the respondents were taken from customers who live in Banda Aceh. The number of respondents obtained as many as 143 people with the method of Hair et al. Data obtained by distributing questionnaires. This study uses validity and reliability tests. By using a simple linear regression test, the quality of service on customer satisfaction has a significant influence. And the different test performed using the Wilcoxon signed ranks test, the customer satisfaction variable has no difference between before and after the merger. These results are considered there are several factors that do not exist in the study affect the variables. While the different tests of service quality before and after the merger resulted in a decreasing difference in the banks after the merger, it is estimated that BSI's young banking sector is one of the factors.