ANALISIS KUALITAS JASA PADA BISNIS PERBANKAN SYARIAH BERDASARKAN ADAPTASI MODEL CARTER (STUDI PADA BANK MUAMALAT INDONESIA CABANG SURAKARTA)

Cahyani, Putri Dwi (2009) ANALISIS KUALITAS JASA PADA BISNIS PERBANKAN SYARIAH BERDASARKAN ADAPTASI MODEL CARTER (STUDI PADA BANK MUAMALAT INDONESIA CABANG SURAKARTA). Other thesis, Universitas Sebelas Maret.

[img] PDF - Published Version
Download (1263Kb)

    Abstract

    Sharia bank is in a matter banking service business continuing to expand their business since 1992. The basic difference between sharia bank and conventional bank is in the operation of the business. Whereas sharia bank derives from Islamic Law, and because of that reason sharia bank becomes the most attractive for costumer to use banking service from sharia bank. In global yaer, sharia bank have one of challenge which must being keep a service quality. Service quality is key factor for banking can be a special quality for competition with other bank. . This research was conducted at Muamalat bank branch Surakarta which number of responder 150 client. This research aims knowing criterion of any kind that influencing customer in doing transaction in Muamalat Bank, knowing the rate of customer satisfaction of sharia bank that analyzed with CARTER model, and knowing service quality factors from CARTER model influence customer satisfaction. In this research method analysis data use factor analysis and path analysis with software Lisrel 8.71 for Windows program. The result of this research has got several conclusions, first: factor analysis showed that fact grouped to six factors. The six factors that influencing clients to conduct transaction in Muamalat Bank among other things Empathy, Responsiveness, Compliance, Reliability, Tangible, and Assurance. Second, the rate of customer satisfaction of sharia banking that analyzed by CARTER model adaptation show that 12,7% respondents told very satisfied and equal to 23,3% respondents told satisfied with Muamalat services. Third, the level of proportion of influence factors service quality with CARTER model able to influence client satisfaction equal to: Empathy 22,09%, Responsiveness 0,25%, Compliance 3,24%, Reliability 0%, Tangible 10,24%, and Assurance 2,56%. The six factors can influence Muamalat’s clients satisfaction directly equal to 38,38%. Keywords : Service quality, Customer satisfaction, SERVQUAL, CARTER Model.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HG Finance
    Divisions: Fakultas Ekonomi > Manajemen
    Depositing User: Lia Primadani
    Date Deposited: 18 Jul 2013 18:34
    Last Modified: 18 Jul 2013 18:34
    URI: https://eprints.uns.ac.id/id/eprint/6730

    Actions (login required)

    View Item