| dc.description.abstract | In service companies such as banks, quality of service is the key to a success,
which it comes from quality of the services will grow as customer satisfaction so
it can provide an optimum benefit. BMT is labeled one of the financial institutions
offering sharia banking services in the local society. In this research, the authors
examined on the level of customer satisfaction, to measure the research. It used
SERVQUAL method where this method uses 6 variables as measuring devices,
the variable are Tangibles, Reliability, Responsiveness, Empaty, and Assurance.
And variables Dependent is Customer Satisfaction. The purpose of this study was
to determine the effect of the variable service quality product and services that
occur and explain the most dominant variables affecting customer satisfaction.
The samples method used by Slovin formula, based on slovin criteria, the amount
of responden will be examined about 100 people were obtained by spreading the
questionnaire and then processed use aplication program as known as SPSS for
windows. The sampling technique in this research is using purposive sampling
technique. These results indicate that all of these variables affect the customer
satisfaction. Assurance is the most dominant variable in influencing customer
satisfaction In the result of the test those variables together have a significant in
determining customer satisfaction and assurance is the most dominant variable in
determining customer satisfaction. | en_US |
