[ABSTRAK
Tesis ini membahas Faktor-Faktor yang Mempengaruhi KepuasanAnggota di Baitul Maal Wat Tamwil Tamzis Jakarta. Adapun faktor-faktor yangdigunakan adalah lima dimensi kualitas pelayanan yaitu tangible, reliable,responsiveness, assurance, dan empathy. Lokasi penelitian dilakukan di BMTTamzis Jakarta. Sampelnya adalah Anggota BMT Tamzis Jakarta yangmenggunaka produk simpanan. Penelitian ini menggunakan metode kuantitatifdengan tingkat penjelasan metodenya adalah deskriptif dan uji hipotesis. Teknikpengambilan sampel dari probability sampling menggunakan cluster samplingdengan 190 responden. Metode pengumpulan data menggunakan kuesionerdengan skala likert. Metode Analisis data yang digunakan adalah regresi linierberganda dengan bantuan software SPSS 22. Hasil penelitian adalah seluruhdimensi kualitas pelayanan (service quality) tangible, reliable, responsiveness,assurance, dan empathy berpengaruh positif dan signifikan terhadap kepuasananggota (customer satisfaction). Faktor yang paling mempengaruhi kepuasananggota adalah assurance. Tingkat kepuasan anggota BMT Tamzis Jakartaterhadap kualitas pelayanan yang diberikan oleh BMT Tamzis Jakarta adalahsebesar 89%.
ABSTRACT
This thesis discusses the factors that influence customers satisfaction inBaitul Maal Wat Tamwil Tamzis Jakarta. The factors that are used to measurethese 5 dimensions of service quality such as tangible, reliable, responsiveness,assurance, and empathy from the customer point of view. The location of theresearch was done in BMT Tamzis Jakarta. This research used quantitativemethod with discriptive of hypothesis testing. Sampling techniques of probabilitysampling by using cluster sampling with 190 respondents. Data collection methodusing a questionnaire with Likert scale. Data analysis method used multiple linearregression with SPSS 22. The results of research are all dimensions of servicequality (service quality) tangible, reliable, responsiveness, assurance, and empathythat affect positively and significantly to the satisfaction of member (customersatisfaction). The most influence factors of the customer satisfaction is assurance.Customer satisfaction levels of BMT TAMZIS Jakarta on the quality of servicesprovided by BMT TAMZIS Jakarta is 89%., This thesis discusses the factors that influence customers satisfaction inBaitul Maal Wat Tamwil Tamzis Jakarta. The factors that are used to measurethese 5 dimensions of service quality such as tangible, reliable, responsiveness,assurance, and empathy from the customer point of view. The location of theresearch was done in BMT Tamzis Jakarta. This research used quantitativemethod with discriptive of hypothesis testing. Sampling techniques of probabilitysampling by using cluster sampling with 190 respondents. Data collection methodusing a questionnaire with Likert scale. Data analysis method used multiple linearregression with SPSS 22. The results of research are all dimensions of servicequality (service quality) tangible, reliable, responsiveness, assurance, and empathythat affect positively and significantly to the satisfaction of member (customersatisfaction). The most influence factors of the customer satisfaction is assurance.Customer satisfaction levels of BMT TAMZIS Jakarta on the quality of servicesprovided by BMT TAMZIS Jakarta is 89%.] |
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