PREFERENSI KEPUASAN NASABAH BANK UMUM SYARIAH DAN BANK UMUM KONVENSIONAL DALAM PERSPEKTIF FUZZY CARTER DAN FUZZY SERVQUAL DI SURAKARTA TAHUN 2015

SIYAMTO, YUDI (2015) PREFERENSI KEPUASAN NASABAH BANK UMUM SYARIAH DAN BANK UMUM KONVENSIONAL DALAM PERSPEKTIF FUZZY CARTER DAN FUZZY SERVQUAL DI SURAKARTA TAHUN 2015. Masters thesis, IAIN SURAKARTA.

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Abstract

ABSTRACT The aims of this research are to find: 1) the influence of service quality to the satisfaction of bank’s customers, 2) perceptions and expectations of customers for the services that provided by bank, 3) the distinction preference of customer’s satisfaction of sharia and conventional bank in Surakarta. The quantitative inferentialresearch was done in Surakarta, In January until June 2015. The research population us all sharia and conventional bank’s customers which are classified of foreign exchange banks consist of Sharia Mandiri, BNI Sharia, Mega Sharia, Mandiri, BNI, and Mega Bank. The total sample of the research are 180 samples consist of sharia and conventional bank’s customers. The sample collection that use in this study is accidental sampling. Based on reliability and validity test using 27 instruments that is used in this study, it can be concluded that the instrument is valid and reliability. The analysis data techniques are multiple linier regression testing and fuzzy logic method, then the method is combined with T-test using SPSS program for windows. The variable that used to measure the satisfaction of sharia bank’s customer is carter dimension(compliance, assurance, reliability, tangibility, empathy, andresponsiveness), meanwhile the variable that used to measure the satisfaction of conventional bank’s customers is servqual dimension (assurance, reliability, tangibility, empathy,andresponsiveness). Based on the result of researchthat has been done, it can be conclude that: 1) the influence of service quality compliance 13,6%, assurance 13,9%, reliability 20%, empathy 20,7%, and responsiveness 17,9% against the satisfaction of sharia bank’s customer, then the fifth dimension that based on the test, it can be concluded that there is significantly influence toward customer’s satisfaction of sharia bank, meanwhile the service quality of tangibility dimension has influence 13,5% and dimension hasn’t effect significantly of customer’s satisfaction of sharia bank. The customer’s satisfaction of conventional bank give great influence to the dimension service quality of assurance 22,8%, reliability 18,7%, tangibility 23,9%, empathy 17,1%, and responsiveness 18,6%. The five dimension is based on the test, it can be concluded there is significantly influence to the customer’s satisfaction of conventional bank. 2) The result of fuzzy carter and fuzzy servqual on sharia and conventional bank in every dimension measurement find the negative value, it means the perception value that is produced under the customer’s expectation value. 3) The customer’s satisfaction preference of sharia bank stated that the empathy dimension is the sincere attention that has the highest score preference of assurance dimensions, whereas the lowest score preference of assurance dimension is guarantee and assurance. The lowers level of satisfaction preference of conventional bank is reliability dimension is the professional employees and the highest level of tangibility dimension is physical evidence. The result of T-test prove that there is differences of satisfaction preference between the sharia and conventional bank’s customers, are the highest satisfaction of sharia bank that customer’s felt is related to sincere attention that is given by the employees, whereas the highest satisfaction of conventional bank’s customers is related the physical evidence is the employee’s appearance, modern equipment and the facilities that is given by conventional bank. Keywords: Quality of service, customer satisfaction, CARTER, fuzzy Servqual

Item Type: Thesis (Masters)
Subjects: 2x Islam > 2x4 Fikih > 2x4.2 Muamalah
Divisions: Program Pascasarjana > Manajemen Keuangan Perbankan Syariah
Depositing User: Unnamed user with email syihabumillamanan@gmail.com
Date Deposited: 22 Feb 2016 03:06
Last Modified: 22 Feb 2016 03:15
URI: http://eprints.iain-surakarta.ac.id/id/eprint/25

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