THE EFFECT OF CUSTOMER SERVICE QUALITY ON CUSTOMER SATISFACTION OF INDONESIAN SYARIAH BANK

Abstract

Sharia Banking, often referred to as Islamic Banking or the interest-free system, is a banking system that does not apply interest (riba),. In this context, the term "bank" refers to a financial institution that serves as a bridge in financial transactions between parties with surplus funds and those in need of funds. This study aims to investigate the impact of Customer Service Quality on Customer Satisfaction at Bank Syariah Indonesia, specifically in the Polewali Mandar Branch. The method used in this study involves data analysis using IBM SPSS version 29., with a significance value of 0.074, which is higher than the threshold of 0.01.. Additionally, the calculated t shows that only 6.5% of the variation in Customer Satisfaction is explained by the Service Quality variable. Although Service Quality has an influence, the questionnaire results indicate that various other factors also affect Customer Satisfaction, requiring further research to understand this dynamic more deeply. These findings are expected to provide valuable insights for the management of Bank Syariah Indonesia in enhancing customer satisfaction more holistically and strategically.