ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH STUDI KASUS BANK BNI SYARIAH KC SURAKARTA

his study aims to determine the effect of Service Quality which consists of reliability, responsiveness, assurance, empathy and physical evidence of customer satisfaction at BNI Syariah KC Surakarta. This study uses a quantitative descriptive approach. The population in this study were all customers of BNI Syariah KC Yogyakarta with sampling using the simple random sampling method. Data collection techniques using questionnaires / questionnaires with a total sample of 60 respondents. Test the validity of the instrument using the Pearson Correlation formula. Reliability of the instrument using the Cronbach Alpha formula. The analysis prerequisite test used was normality, multicollinearity, and heteroscedasticity. Data analysis using multiple linear regression analysis techniques. The results of this study indicate that simultaneously Service Quality has a significant effect on customer satisfaction at BNI Syariah KC Surakarta. The partial results show that the variables of reliability, assurance, empathy and physical evidence have a significant effect on customer satisfaction at the BNI Syariah KC Surakarta. While the responsiveness variable does not have a significant effect on customer satisfaction at BNI Syariah KC Surakarta