The Impact of Service Quality on Pension Savings Customers' Satisfaction in Bank Syariah Indonesia
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Abstract
This study aims to analyze the impact of service quality on the satisfaction of pension savings customers at Bank Syariah Indonesia, Branch Office Kotamobagu. This research is crucial as service quality is an essential factor that distinguishes a company from its competitors by providing more comprehensive services to meet consumer needs and enhance customer satisfaction. The study will examine the influence of service quality both simultaneously and partially. Service quality dimensions considered are reliability, responsiveness, assurance, empathy, and tangibles. The research follows an empirical quantitative approach. Data will be collected through questionnaires distributed to 60 pension savings account holders using the Incidental Sampling technique. The analysis methods used include simple regression analysis to determine the influence of service quality (variable X) on customer satisfaction (variable Y) and correlation coefficient analysis to establish the relationship between service quality (variable X) and customer satisfaction (variable Y). Based on the research findings, the regression equation Y = 6.43 + 0.79X indicates a positive relationship between variables X and Y. The positive constant value of 6.43 suggests that in the absence of service (X = 0), the minimum customer satisfaction would be 6.43. Meanwhile, the positive coefficient value of 0.79 indicates that for every 1-point increase in service quality (X), customer satisfaction will increase by 0.79 or 79%. Furthermore, the correlation coefficient analysis reveals a positive correlation of r = 0.84, indicating a strong association between service quality and customer satisfaction.
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