PENGARUH KUALITAS LAYANAN FRONT LINER TERHADAP TINGKAT KEPUASAN PELAYANAN NASABAH PADA PT. BANK SUMSELBABEL SYARI’AH CABANG PALEMBANG

Abstract

This study aims to determine the effect of font linear services on the level of customer satisfaction in PT.Bank Babel Syari’ah Branch Palembang of South Sumatra. The survey was conducted on 100 customers who make transaction at the bank. Results of correlation analysis showed variable service has a strong relationship with satisfaction variables (r = 0.948) at alpha = 0.01. Meanwhile, to see whether there is influence between the service to customer satisfaction in the Bank SumselBabel Syari'ah Palembang branch, carried aanlisis linear regression model. Results of linear regression analysis of the variables put forward. Hypothesis 1 is accepted, that there is a positive and significant correlation R square = 0.899 (p <0.05). It means that the variable X as a whole significantly explain the variance in the dependent variable level of satisfaction. This means that 89.9% of the variation can be explained by the variable service satisfaction rate decision, while the rest (100% - 89.9% = 10.1%) is explained by other factors. The implications that can be stated is that to provide good service, then the bank is obliged to consider the stimulus to its employees. Then more attention to customers' needs in terms of services in order so that the customer satisfaction level is the promotion of the other banks to customers to transact in Syari’ah SumselBabel Bank branch Palembang.