Analisis Pengaruh Kualitas Pelayanan, Nilai yang Diterima, dan Citra Perusahaan terhadap Kepuasan Nasabah Tabungan di PT. Bank Syariah Indonesia (BSI) Kota Sorong

Abstract

This research aims to analyze the impact of service quality, value received, and company image on savings customer satisfaction at PT. Indonesian Sharia Bank (BSI) Sorong City. The research sample consisted of 177 savings customers selected using the convenience sampling method from the total population of PT savings customers. Indonesian Sharia Bank (BSI). Primary data was collected through questionnaire distribution. Data analysis was carried out using multiple linear regression. Hypothesis testing was carried out partially (t-test) and simultaneously (F test) with a significance level (α) of 5%. The research results show that the independent variables, namely service quality, value received, and company image, significantly influence PT savings customer satisfaction. Bank Syariah Indonesia (BSI) both partially (t-test) and simultaneously (F-test). Of these three variables, service quality is the variable that has the most dominant influence on customer satisfaction at PT. Indonesian Sharia Bank (BSI).