An Analysis of The Influence 0f Service and Product Quality on Customer Satisfaction at The Sharia Bank in Tembilahan
Keywords:
Service, Product Quality, Customer Satisfaction, Sharia BankAbstract
This study aimed to analyse the influence of the service and product quality of a Sharia bank in Tembilahan on customer satisfaction. The type of the study was field research with a quantitative method approach. The sample of the study consisted of 303 respondents. The analysis technique used was multiple linear regression with data processing performed by SPSS Version 25 software. The hypothesis testing was conducted by partial analysis (t-test) and simultaneous analysis (F-test). The t-test results showed that the influence of service on customer satisfaction at the Sharia Bank Syariah in Tembilahan was 2.786, which was more than t-table 1.968 with a significance level of 0.006 <0.05. This means that the service had a significant influence on customer satisfaction. The results of testing product quality on customer satisfaction showed that t-count 4.665 was more than t-table 1.968 with a significance level of 0.006 <0.05, so it can be stated that there was a significant influence of product quality on customer satisfaction. The F-test showed that the service and product quality simultaneously and significantly influenced the customer satisfaction.
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