Kepuasan Nasabah Mahasiswa Universitas Muhammadiyah Jember Atas Kualitas Layanan Bank Syariah Indonesia Cabang Jember

Consumer satisfaction is the level of a person’s feelings after comparing the performance or
results he feels compared to his expectations. One of the factors to achieve customer satisfaction is good
service quality, where service quality includes tangible evidence, reliability, responsiveness, assurance,
and empathy. For that, Bank Syariah Indonesia Jember Branch must be able to provide good service to
customers in order to create satisfaction for customers. This research aims to examine and analyze
whether tangible evidence,reliability,responsiveness,assurance, and empathy have a significant and
simultaneous effect on customers of Bank Syariah Indonesia Jember Branch. This type of research is
quantitative research. The population in this research were students of Muhammadiyah University of
Jember as customers of Bank Syariah Indonesia Jember Branch and the sample used was 382
respondents. The data analysis tool used is multiple linear regression. The results of the research prove
that tangible evidence,reliability,responsiveness, assurance, and empathy have a significant and
simultaneous effect on customer satisfaction at Bank Syariah Indonesia Jember Branch.
Keywords: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction