Managing Service Quality Towards Customer Satisfication of PT. Bank Panin Dubai Syariah, Tbk.
Dewi Mayangsari ;Ratih Hurriyati; Disman; LA Wibowo

Universitas Pendidikan Indonesia

Abstract

This research aimed to analyse the influence of 5 dimensions of service qualities Tangibles, Reliability, Responsiveness, Assurance, and Empathy towards customer’s satisfaction. The research subject is a company engaged in sharia banking that has been listed in Bursa Efek Indonesia (BEI), PT Bank Panin Dubai Syariah, Tbk.
The research samples were 100 customers of PT Bank Panin Dubai Syariah, Tbk throughout Indonesia. The technique of collecting research samples used simple random sampling. It was due to all customers of PT Bank Panin Dubai Syariah, Tbk had the same opportunity to become samples without any conditions. 5 hypotheses were found in this research.
The research concludes that quality service which consists of tangible, reliability, responsiveness, assurance and empathy dimensions have significant influence on level of customer’s satisfaction of PT Bank Panin Dubai Syariah, Tbk.

Keywords: service quality, tangible, reliability, responsiveness, assurance, empathy, customer satisfaction

Topic: Marketing Management