PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (Studi Pada Produk Gadai Emas Di Bank Syariah Mandiri Out Branch Kantor Pos Kota Malang)

Quality of Service is fulfilling the needs and desires of customers and delivery accuracy to compensate customers' expectations. Bank Syariah Mandiri has product Gold Pawn In Brach and Out Branch are much in request by the public, this study purpose to determine the effect of service quality on customer satisfaction with Bank Syariah Mandiri Out Branch Post Office Malang, with Out Branch that can compete with the outlet pawnshops other. This research is a descriptive study with a quantitative approach. Premiere of data obtained through data collection in the form of questionnaires and interviews direct from relevant sources. As for the wide range of characteristics of customers with different social status with a number of respondents 100 customers surveyed their satisfaction with services provided by Gold Pawn Bank Syariah Mandiri Out Branch Post Office Malang Results obtained from this study showed that the quality of service that includes Tangible, Reliability , Responsiveness, Assurance and Empathy jointly significant positive effect on customer satisfaction in Gold Pawn Out Bank Syariah Mandiri Malang Branch Post Offic