The Effect of Application of Islamic Business Ethics and Islamic Service Quality on Customer Satisfaction of Bank Syariah Indonesia Madiun Branch Offices

Abstract

Islamic banks are closely related to customers. The existence of a bank is determined by the customer. So it becomes important to create customer satisfaction. In this case, the Indonesian Islamic Bank (BSI) Branch Office (KC) Madiun has tried to apply Islamic business ethics and Islamic service quality to the maximum, but there are customers who are not satisfied with this. The purpose of this study is to determine the effect on the application of Islamic business ethics, Islamic service quality, the effect of the application of Islamic business ethics and Islamic service quality on customer satisfaction. This type of research is quantitative associative. The data collection method used a questionnaire given to BSI KC Madiun customers. The sampling technique is incidental sampling with a sample size of 97 respondents. The data obtained were processed using SPSS 16. The analysis used was the classical assumption test, multiple regression test. The results of this study are the application of Islamic business ethics does not partially affect customer satisfaction BSI KC Madiun, Islamic service quality variable has a partial influence on customer satisfaction BSI KC Madiun. The variables of the application of Islamic business ethics and Islamic service quality have a simultaneous influence on customer satisfaction at BSI KC Madiun, which has a contribution of 47.5% and the rest is influenced by other variables that are not included in the model.