PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (STUDI KASUS BTN KCS ARIFIN AHMAD PEKANBARU

Abstract

This research was conducted at PT. Bank Tabungan Negara, Branch Office of Arifin Ahmad Pekanbaru. This study aims to determine the effect of service quality on customer satisfaction at the State Savings Bank of Arifin Ahmad Pekanbaru Branch Office.

 This type of research is a descriptive study with a quantitative approach. This research is field research or field research by examining directly the object to be studied. The object in this research is the State Savings Bank of the Pekanbaru Sharia Branch Office while the subject is the customer of the State Savings Bank of the Pekanbaru Sharia Branch. Methods of data collection by means of observation, interviews, documentation and commissioning. Data analysis was performed using simple linear regression analysis method with the help of SPSS version 21 software. In this study, two independent variables were used, namely service quality (X) and the dependent variable, namely customer satisfaction (Y).The results of this study indicate that there is a positive and significant influence between service quality and customer satisfaction. This is indicated by the tcount value of 4,840 which means that tcount> from the table (4,840> 2,020) with a significant level (0.004 <0.05).