ANALISIS PERBANDINGAN KUALITAS LAYANAN DAN KEPUASAN NASABAH (Studi Pada Nasabah BNI Konvensional Tlogomas dan Nasabah Bank BNI Syariah Jaksa Agung Suprapto, Malang)

This study aims to compare service quality and customer satisfaction between BNI Conventional and BNI Syariah. This type of research is comparative quantitative research. The sample in this study was 120 respondents. The sampling technique uses purposive sampling. The technique of collecting data uses questionnaires. The analytical tool used is descriptive analysis and normality test. The results of the descriptive analysis show that the quality of service felt by BNI Syariah customers is higher compared to BNI Conventional. The results of the descriptive analysis show that the satisfaction felt by BNI Syariah customers is higher than conventional BNI. The results of the BNI Conventional normality test show that the suitability of service quality variables and customer satisfaction has normal data distribution. The results of the BNI Syariah normality test show that the suitability of service quality and satisfaction variables has normal data distribution. Hypothesis testing uses the Independent Sample T-test. The results of the Independent Sample T-test show that there is a significant difference between the quality of BNI Conventional services and BNI Syariah. The results of the Independent Sample T-test show that there is a significant difference between the satisfaction of BNI Conventional customers and BNI Syariah