Open AccessPengaruh Faktor-faktor Kualitas Jasa terhadap Kepuasan Nasabah di Baitul Mal Wat Tamwil (BMT) Tekun Karanggede Boyolali
Author(s) -
Muhammad Tho’in
Publication year - 2011
Publication title -
muqtasid
Language(s) - English
Resource type - Journals
eISSN - 2527-8304
pISSN - 2087-7013
DOI - 10.18326/muqtasid.v2i1.73-89
Subject(s) - reliability (semiconductor) , service quality , customer satisfaction , empathy , dimension (graph theory) , loyalty business model , business administration , psychology , customer value , service (business) , business , marketing , mathematics , social psychology , economics , physics , power (physics) , quantum mechanics , pure mathematics , market economy , hierarchy
This study aims to determine (1) Is there a significant effect of service quality that consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction.2 ) Factors of service quality dimensions of the most dominant. The results showed that: (1) There is a significant influence of the quality of service which consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction. This is evident from the results of regression analysis is to obtain the value Fhitung > Ftabel (30,744 > 2,45) on a significance level of 5%. That is giving evidence on service, reliability personnel in providing service, accuracy in the grasp of officers respond to complaints of customers, providing service guarantees, and giving attention to customer complaints led to customer attention and loyalty to the company, (2) Reliability dimension is the dimension that gives the dominant influence on customer satisfaction. It can be seen from the calculated value of t-hitung reliability dimension (4,004) is higher than other dimensions t-hitung tangibles (3,106), responsiveness (3,779), assurance (2 ,614), and emphaty (3,188). This means that if the reliability in providing services cause customers to feel satisfied.