THE EFFECT OF TANGIBLE (PHYSICAL EVIDENCE) AND EMPLOYEE RELIABILITY ON CUSTOMER SATISFACTION AT INDONESIAN SYARIAH BANK
Keywords:
Tangibel, Reliability, and Customer SatisfactionAbstract
The flow of activities of Financial Institutions such as Banking engaged in financial services is obliged to carry out economic and monetary flows for the progress of a country. The development of Banks in Indonesia is currently experiencing tight competition, not only at the national level but also at the global level. Islamic Banks, Indonesia's economic growth can be pushed forward. This is a new challenge for Islamic Banks where they must improve their services and facilities. The population of the study was customers of Bank Syariah Indonesia in the Juanda Samarinda Branch Office area. The method in calculating the population, namely the Cochran formula, was used in the study to determine the number of populations because the formula population is unknown. In this, presenting an analysis of the general characteristics of respondents, data collection was carried out through the distribution of offline questionnaires carried out at the Bank Syariah Indonesia office and distributed online which was distributed via Google From on May 2, 2024. A total of 100 respondents participated in this study. Respondents are individuals or groups who have used services or products from Bank Syariah Indonesia If physical evidence increases, customer satisfaction at Bank Syariah Indonesia also increases. The findings of the results using partial results (t) show that Tcount 5.618 Ttable 1.661 The influence of the results of this study can be explained by the relationship between physical evidence and employee reliability on customer satisfaction at Bank Syariah Indonesia. From the results of the simultaneous test (F) the Rcount value is 58.397 3.94 Ttable This study uses quantitative data processed by filling out questionnaires and sharing them offline and online, as many as 100 respondents between 58 women and 42 men who were followed by the ages of 17-40 and 41-64 included in this study at Bank Syariah Indonesia.
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