| dc.contributor.advisor | Wiliasih, Ranti | |
| dc.contributor.author | Iman, Elsa Putri Nurul | |
| dc.date.accessioned | 2022-08-24T05:07:16Z | |
| dc.date.available | 2022-08-24T05:07:16Z | |
| dc.date.issued | 2022-08 | |
| dc.identifier.uri | http://repository.ipb.ac.id/handle/123456789/113964 | |
| dc.description.abstract | Salah satu upaya untuk meningkatkan keuntungan usaha sekaligus memfasilitasi jasa keuangan yang sesuai syariah, Bank Jambi mendirikan unit usaha syariah yaitu Bank Jambi Syariah. Namun, terdapat indikasi pelayanan yang diberikan Bank Jambi Syariah belum dapat memuaskan nasabah. Tujuan dari penelitian ini adalah untuk mengetahui perbandingan kualitas pelayanan Bank Jambi dan Bank Jambi syariah dan pengaruhnya terhadap kepuasan nasabah. Penelitian ini menggunakan data primer yang dikumpulkan dari 100 responden yang merupakan nasabah Bank Jambi dan Bank Jambi Syariah. Analisis data menggunakan model SERVQUAL (service quality) dengan regresi berganda. Hasil penelitian ini menunjukkan bahwa reliability berpengaruh signifikan terhadap kepuasan konsumen, yairu reliability jasa dapat meningkatkan kepuasan konsumen dan dimensi emphaty berpengaruh positif signifikan terhadap kepuasan konsumen. | id |
| dc.description.abstract | Rapid development occurred in the banking world in Indonesia, this has resulted in competition in banking, one of which is Bank Jambi. Over time, Bank Jambi has a subsidiary, namely Bank Jambi Syariah. In practice, there are several customers who are not satisfied with their services. The purpose of this research is to find out the comparison of service quality to customer satisfaction of Jambi conventional banks and Jambi sharia banks and to find out the factors that affect the quality of customer service of conventional Jambi Jambi banks and Jambi banks. Sharia with descriptive analysis and SERVQUAL method. The results of this study indicate that reliability has a significant effect on customer satisfaction, namely service reliability can increase customer satisfaction and the empathy dimension has a significant positive effect on customer satisfaction | id |
| dc.language.iso | id | id |
| dc.publisher | IPB University | id |
| dc.title | Perbandingan Kualitas Pelayanan
Terhadap Kepuasan Nasabah Bank Jambi dan Bank Jambi Syariah | id |
| dc.title.alternative | Comparison of Service Quality to Customers of
BankJambi and Bank Jambi Syariah | id |
| dc.type | Undergraduate Thesis | id |
| dc.subject.keyword | Jambi Bank | id |
| dc.subject.keyword | Jambi Bank Sharia | id |
| dc.subject.keyword | Customer satisfaction | id |
| dc.subject.keyword | Service quality | id |
| dc.subject.keyword | SERVQUAL | id |
