ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN MODEL CARTER DI BPRS AMANAH UMMAH LEUWILIANG BOGOR

Abstract

Abstract: The purpose of this study is to determine the effect of frontliner service quality on satisfaction in BPRS Amanah Ummah Leuwiliang Bogor. Measurement of service quality is done by adaptation of CARTER model. CARTER is a model based on the SERVQUAL dimension. with a new dimension called Compliance (Compliance) that is suitable for sharia banking industry. CARTER consists of Compliance. Assurane. Reliability. Tangible. Empathy. and Responsiveness. This study uses a quantitative approach by distributing questionnaires to 100 customers. To analyze and test the hypothesis using multiple linear regression test with the help of SPSS 23.0 for window software. Based on the result of T test (partial). the dimension of Compliance. Reliability and Tangible influential significantly to customer satisfaction. Dimensions of Assurance. Empathy and Responsiveness have no significant effect on customer satisfaction in BPRS Amanah Ummah Leuwiliang Bogor.