PENGARUH LAYANAN DIGITAL DAN NON DIGITAL TERHADAP KEPUASAAN NASABAH BANK SUMSEL BABEL SYARIAH KC PALEMBANG

Nisa, Khoirun (2024) PENGARUH LAYANAN DIGITAL DAN NON DIGITAL TERHADAP KEPUASAAN NASABAH BANK SUMSEL BABEL SYARIAH KC PALEMBANG. Undergraduate Thesis thesis, UIN Raden Fatah Palembang.

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Abstract

ABSTRAK Pengaruh Layanan Digital dan Non-digital terhadap Kepuasaan Nasabah Bank Sumsel Babel Syariah KC Palembang Khoirun Nisa 2030603228 Penelitian ini bertujuan untuk mengetahui pengaruh layanan digital dan non-digital terhadap kepuasaan nasabah Bank Sumsel Babel Syariah KC Palembang. Metode pengumpulan data yang digunakan dalam penelitian ini adalah data primer yang diperoleh hasil kuisioner yang disebar ke nasabah Bank Sumsel Babel Syariah KC Palembang yang menggunakan skala likert. Populasi yang digunakan dalam penelitian ini sebanyak 258.171 orang dengan karakteristik nasabah aktif yang menggunakan layanan digial BSB Mobile dan menggunakan layanan langsung seperti transaksi penarikan tunai melalui teller, penggunaan jasa melalui costumer service dan transaksi pembayaran melalui teller dan sudah menjadi nasabah Bank Sumsel Babel Syariah KC Palembang lebih dari satu tahun. Sampel dalam penelitian ini berjumlah 100 sampel dengan menggunakan teknik pengambilan sampel berdasarkan purposive sampling. Dengan menggunakan uji hipotesis menggunakan alat analisis SEM-PLS hasil penelitian menunjukkan bahwa layanan digital tidak berpengaruh signifikan terhadap kepuasaan nasabah sedangkan layanan non-digital berpengaruh positif dan signifikan terhadap kepuasaan nasabah. Kata Kunci: Layanan Digital, Layanan Non-digital, Kepuasaan Nasabah. ABSTRACT The Influence Of Digital and Non-digital Services on Costumer Satisfaction Bank Sumsel Babel Syariah KC Palembang Khoirun Nisa 2030603228 This study aims to determine the effect of digital and non-digital services on customer satisfaction of Bank Sumsel Babel Syariah KC Palembang. The data collection method used in this study is primary data obtained from questionnaires distributed to customers of Bank Sumsel Babel Syariah KC Palembang using a Likert scale. The population used in this study was 258.171 people with the characteristics of active customers who use BSB Mobile digial services and use direct services such as cash withdrawal transactions through tellers, use of services through customer service and payment transactions through tellers and have been customers of Bank Sumsel Babel Syariah KC Palembang for more than one year. The sample in this study amounted to 100 samples using sampling techniques based on purposive sampling. By using hypothesis testing using SEM-PLS analysis tools, the results showed that digital services had no significant effect on customer satisfaction while non-digital services had a positive and significant effect on customer satisfaction. Keywords: Digital Services, Non-digital Services, Customer Satisfaction.

Item Type:	Thesis (Undergraduate Thesis)
Uncontrolled Keywords:	Kata Kunci: Layanan Digital, Layanan Non-digital, Kepuasaan Nasabah. Keywords: Digital Services, Non-digital Services, Customer Satisfaction.
Subjects:	Ekonomi dan Bisnis Islam > Perbankan Syariah
Divisions:	Fakultas Ekonomi dan Bisnis Islam > 61206 - Perbankan Syariah (S1)
Depositing User:	KHOIRUN NISA 2030603228
Date Deposited:	14 Aug 2024 03:11
Last Modified:	14 Aug 2024 03:11
URI:	http://repository.radenfatah.ac.id/id/eprint/39979

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