The Influence of Service Quality and Sharia Values on Customer Satisfaction Bank BSI KCP Ahmad Yani Sidoarjo
Pengaruh Kualitas Layanan dan Nilai-Nilai Syariah Bank terhadap Kepuasan Nasabah Bank BSI KCP Ahmad Yani Sidoarjo
DOI:
https://doi.org/10.21070/ups.7738Keywords:
Service Quality, Sharia Values, Customer Satisfaction, Islamic BankingAbstract
This study aims to analyze the effect of service quality and the application of sharia values on customer satisfaction of Bank Syariah Indonesia (BSI) KCP Ahmad Yani Sidoarjo. The approach used is explanatory quantitative with data collection through questionnaire surveys to 100 customers using the probability method. The results of multiple linear regression analysis show that service quality has a significant effect on customer satisfaction with a regression coefficient of 0.05. Sharia values also have a significant effect with the same regression coefficient of 0.05. The simultaneous test (F-test) resulted in an F-count value of 26.131, greater than the F-table of 3.087, which indicates a significant joint effect on customer satisfaction. The coefficient of determination (R²) of 85% indicates that 85% of the variation in customer satisfaction is explained by these two variables.
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