Pengaruh Antrian, Service Level Agreement, dan Promosi terhadap Kepuasan Pelanggan pada Bank Syariah Indonesia Cabang Bekasi Tambun

Murbani, Rizka Kurnia (2025) Pengaruh Antrian, Service Level Agreement, dan Promosi terhadap Kepuasan Pelanggan pada Bank Syariah Indonesia Cabang Bekasi Tambun. Sarjana (S1) thesis, STIE Tri Bhakti.

	Text HALAMAN DEPAN.pdf Download (970kB)
	Text BAB I.pdf Restricted to Registered users only Download (431kB) | Request a copy
	Text BAB II.pdf Restricted to Registered users only Download (513kB) | Request a copy
	Text BAB III.pdf Restricted to Registered users only Download (483kB) | Request a copy
	Text BAB IV.pdf Restricted to Registered users only Download (1MB) | Request a copy
	Text BAB V.pdf Restricted to Registered users only Download (198kB) | Request a copy
	Text DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (433kB) | Request a copy

Abstract

This study aims to analyze the effect of queues, service level agreements, and promotions on customer satisfaction at Bank Syariah Indonesia Bekasi Tambun Branch. In conditions of increasingly fierce competition in the Islamic banking industry, the success of banks is greatly influenced by the ability to provide services that are fast, precise and satisfying to customers. Efficient queues, clear application of service level agreements, and effective promotional strategies are considered the main factors that influence the level of customer satisfaction. This study uses a quantitative approach with a simple random sampling method of 100 respondents taken from a population of 13,320 customers of Bank Syariah Indonesia Bekasi Tambun Branch. Data were collected through questionnaires and analyzed using multiple linear regression. The partial test results (t test) show that the queue variable has a significant effect on customer satisfaction with a t value of 176.227 and significant <0.001. The service level agreement variable is also significant with a t count of 6.011 and significant <0.001. Meanwhile, the promotion variable has a significant effect with t count of 165.360 and significant <0.001. Simultaneously, the three variables have a significant effect on customer satisfaction based on the F test with a calculated F value of 106104.040 and significant <0.001. The coefficient of determination (R2) of 0.570 indicates that 57% of variations in customer satisfaction can be explained by queues, service level agreements, and promotions, while the rest is influenced by other factors outside this study, namely price, customer experience, brand image, and product quality.

Actions (login required)

View Item