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According to research on the comparative quality of service of conventional banks and Islamic banks it is stated that there are differences between the average value of service quality in conventional banks and Islamic banks, where the average value of conventional bank service quality is higher than that of Islamic banks, and according to judgment by Market Research Indonesia (MRI)there are 5 sharia banks that have won the Banking Service Excellence Awards and BNI Sharia is the second bank to receive an award from the Banking Service Excellence Awards where the assessment is assessed from this ranking by measuring the performance aspects of staff, security guards, customer service, and tellers. Whereas the assessment of physical aspects is assessed from the banking hall, convenience, automated teller machines performance, and e-channel services (sms, mobile, internet banking).Therefore this paper analyzes the level of customer satisfaction through the service quality of BNI Sharia Ciputat Branch Office. This research uses a non probability sampling method. The level of satisfaction measured by using Importance Performance Analysis (IPA) and Costumers Statisfaction Index (CSI). The respondents in this study were customers of BNI Sharia Ciputat Branch Office who once received service at BNI Sharia Ciputat Branch Offic. The results of the study show that customers are satisfied with the services of BNI Sharia Ciputat Branch Offic with a CSI level of 79.34%. Based on the Importance Performance Analysis (IPA), 5 attributes are categorized as "improvement priorities", and 13 attributes are categorized as "maintain performance". In other hand, there are 3 attributes that are categorized as "excessive" and 9 attributes as "low priority". Then the average value of the suitability/difference of all service attributes of BNI Sharia Ciputat Branch Office is minus 0.14.

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PENGUKURAN KEPUASAN NASABAH MELALUI KUALITAS PELAYANAN PT. BNI SYARIAH KC. CIPUTAT DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) &amp; METODE COSTUMER STATISFACTION INDEX (CSI)