customer satisfaction comparison found on Syariah Mandiri Bank Kudus

Abstract

The purpose of this study was to test the customer satisfaction of Bank Syariah Mandiri in Kudus Regency by using comparisons between policies before and after the Covid19 pandemic. Research design uses exploratory descriptive research using two-on-average different tests. The data used is primary data and secondary data. The population and research sample are customers of Bank Syariah Mandiri in Kudus Regency which amounted to 120 respondents. Sampling techniques using sampling quotas. The results of the study explained that the customer was satisfied if the bank paid attention to what the customer wanted, in addition before the Covid19 pandemic, then the customer was freer to carry out transaction activities, but after the pandemic, all transaction activities became more limited. Bank policy during the Covid19 pandemic has conducted online services by greeting customers every time they make a transaction, but it has not been maximal so that customers are often compulsed.