Jurnal Akuntansi Prima, Volume VII, Nomor II, Juli 2017

Rabu, 13 September 2017 11:35 | Sudah dibaca 595 kali

Bank Financing Sharia al-Yaqin (BPRS Al-Yaqin) is one of the banks with the Islamic concept in Perdagangan, Kabupaten Simalungun. Problems faced BPRS Al-Yaqin Yaqin at this time that the number of customers and balances tend to fluctuate and decline.The purpose of this study was to determine the cause of the decline in the number of customers in the BPRS Al-Yaqin Perdagangan, Kabupaten Simalungun and formulate strategies /policies to increase the number of customers in the BPRS Al-Yaqin Perdagangan Kabupaten Simalungun. The conceptual framework of this study comes from the background of the problem and theoretical studies to discuss and explain the impact of service quality on customer satisfaction in establishing customer loyalty in the People's Bank Financing Sharia (BPRS Al-Yaqin Perdagangan Kabupaten Simalungun. This research is quantitative descriptive. The population was BPRS Al-Yaqin customers in Perdagangan, Kabupaten Simalungun much as 1136 people, and sampled as many as 92 people. Statements about service quality, customer satisfaction and customer loyalty is collected through observations, interviews, and a list of questions (questionnaire). The data has been collected and analyzedby multiple regression analysis and simple. The results showed that the first hypothesis by using simultaneous test (F test) obtained variables consisting of service quality: tangibles, reliability, responsiveness, empathy, and assurance jointly significant effect, which gives the sense that the quality of services provided BPRS Al-Yaqin greatly determines customer satisfaction. By using partial test (t test) the most dominant variable affecting customer satisfaction is variable reliability and assurance. It gives meaning to the quality of the customer formed from the quality of service and very profitable for the company in the long run. It is recommended to BPRS Aal-Yaqin that the quality of service must be properly maintained so that customers get the maximum satisfaction during intercourse and cooperate with al-Yaqin SRB. Improving the quality of Human Resources by providing the opportunity to attend training or short courses.

Kata Kunci: service quality, customer satisfaction, bank