Pengaruh tangible, reliability, responsiveness, assurance, Empathy terhadap kepuasan nasabah pembiayaan Bank konvensional dan bank syariah

The purpose of this study was to determine Service Quality with tangibles, reliability, responsiveness, assurance, and empathy dimensions affecting customer satisfaction in Islamic and conventional banks. The sample in this study was in one PTS (Private Higher Education) in Surakarta totaling 106 respondents consisting of 78 lecturers and 28 employees. Data collection techniques are done using an online questionnaire that is Googleform. Sampling by purposive sampling is random sampling customers of Islamic banks and conventional banks. Factor analysis is used to test reliability and validity. Data collection methods that have been tested for validity and reliability. The results of this study indicate that service quality with tangible variables, responsiveness, assurance, empathy has a significant effect on customer satisfaction of conventional and Islamic bank financing. Whereas the reability variable does not significantly influence customer satisfaction in financing conventional banks and Islamic banks