FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN NASABAH TABUNGAN SHAR-E PADA PT. BANK MUAMALAT INDONESIA, TBK. CABANG JEMBER
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FAKTOR-FAKTOR
MEMPENGARUHI
TINGKAT
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KEPUASAN NASABAH TABUNGAN SHAR-E PADA
PT. BANK MUAMALAT INDONESIA, TBK.
CABANG JEMBER
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FACTORS THAT INFLUENCE CUSTOMER SATISFACTION OF
SHAR-E SAVINGS AT PT. BANK MUAMALAT INDONESIA,
TBK. JEMBER BRANCHOFFICE
SKRIPSI
Diajukan sebagai salah satu syarat untuk memperoleh gelar Sarjana Strata Satu (S1)
Program Studi Ilmu Administrasi Niaga Jurusan Ilmu Administrasi
Fakultas Ilmu Sosial dan Ilmu Politik
Universitas Jember
Oleh
A. Robith Mubarok
NIM 060910202124
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PROGRAM
STUDI ILMUj.aADMINISTRASI
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FAKULTAShILMU
SOSIAL DAN hILMU
POLITIK
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UNIVERSITAS JEMBER
2010
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.icd.id Administrasi .ac.icd.id
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2010; 112nehalaman;
j.eajc.ac.id Mubarok; 060910202124;
j.eajc.Ilmu
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RINGKASAN
Shar-E Pada PT. Bank Muamalat Indonesia, Tbk. Cabang Jember; A. Robith
Jember.
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Tbk. Cabang tpJember
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yang bergerak di bidang jasa. Penelitian ini merupakan penelitian asosiatif kausal,
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yaitu penelitian yang menghubungkan antara dua variabel dan bersifat sebab akibat.
Penelitian ini menggunakan pendekatan kuantitatif. Obyek penelitian ini yaitu
nasabah tabungan Shar-E PT. Bank Muamalat Indonesia, Tbk. Cabang Jember.
Penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi
tingkat kepuasan nasabah tabungan Shar-E pada PT. Bank Muamalat Indonesia, Tbk.
Cabang Jember. Data primer diperoleh melalui metode kuesioner dari 100 responden
yaitu nasabah tabungan Shar-E. Data yang telah diolah kemudian dianalisis dengan
menggunakan rumus analisis regresi linier berganda dengan bantuan program SPSS.
Pada penelitian ini analisis data yang digunakan adalah uji instrument penelitian
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serta uji hipotesis dengan uji F dan uji t.
Berdasarkan pada hasil perhitungan, diperoleh hasil hipotesis sesuai dengan
yang telah dirumuskan dan dapat dinyatakan bahwa hipotesis nol (Ho) ditolak dan
hipotesis kerja (Ha) diterima. Berdasarkan ketentuan tersebut, hasil penelitian ini
menyimpulkan bahwa faktor-faktor yang mempengaruhi tingkat kepuasan nasabah
tabungan Shar-E pada PT. Bank Muamalat Indonesia, Tbk. Cabang Jember yaitu
bukti fisik (tangible), keandalan (reliability), daya tanggap (responsiveness), jaminan
(assurance), dan empati (empathy).
vi
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Halaman
HALAMAN MOTTO .............................................................................................iii
RINGKASAN ..........................................................................................................vi
DAFTAR TABEL ...................................................................................................xii
BAB 1. PENDAHULUAN
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2.1.7
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Definisi Operasional Variabel .................................................46
Uji Validitas dan Reliabilitas....................................................50
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FAKTOR-FAKTOR
MEMPENGARUHI
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KEPUASAN NASABAH TABUNGAN SHAR-E PADA
PT. BANK MUAMALAT INDONESIA, TBK.
CABANG JEMBER
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FACTORS THAT INFLUENCE CUSTOMER SATISFACTION OF
SHAR-E SAVINGS AT PT. BANK MUAMALAT INDONESIA,
TBK. JEMBER BRANCHOFFICE
SKRIPSI
Diajukan sebagai salah satu syarat untuk memperoleh gelar Sarjana Strata Satu (S1)
Program Studi Ilmu Administrasi Niaga Jurusan Ilmu Administrasi
Fakultas Ilmu Sosial dan Ilmu Politik
Universitas Jember
Oleh
A. Robith Mubarok
NIM 060910202124
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RINGKASAN
Shar-E Pada PT. Bank Muamalat Indonesia, Tbk. Cabang Jember; A. Robith
Jember.
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yaitu penelitian yang menghubungkan antara dua variabel dan bersifat sebab akibat.
Penelitian ini menggunakan pendekatan kuantitatif. Obyek penelitian ini yaitu
nasabah tabungan Shar-E PT. Bank Muamalat Indonesia, Tbk. Cabang Jember.
Penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi
tingkat kepuasan nasabah tabungan Shar-E pada PT. Bank Muamalat Indonesia, Tbk.
Cabang Jember. Data primer diperoleh melalui metode kuesioner dari 100 responden
yaitu nasabah tabungan Shar-E. Data yang telah diolah kemudian dianalisis dengan
menggunakan rumus analisis regresi linier berganda dengan bantuan program SPSS.
Pada penelitian ini analisis data yang digunakan adalah uji instrument penelitian
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yang telah dirumuskan dan dapat dinyatakan bahwa hipotesis nol (Ho) ditolak dan
hipotesis kerja (Ha) diterima. Berdasarkan ketentuan tersebut, hasil penelitian ini
menyimpulkan bahwa faktor-faktor yang mempengaruhi tingkat kepuasan nasabah
tabungan Shar-E pada PT. Bank Muamalat Indonesia, Tbk. Cabang Jember yaitu
bukti fisik (tangible), keandalan (reliability), daya tanggap (responsiveness), jaminan
(assurance), dan empati (empathy).
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igdiilgi ilibPERSEMBAHAN
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HALAMAN
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d.................................................................................v
d/i/gdiigilibPENGESAHAN
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c.id id PRAKATA ..............................................................................................................vii
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ilib b.u
DAFTAR
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enj.eaj.ac. ...............................................................................................xvi
enj.eaj.ac. DAFTAR GAMBAR
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Halaman
HALAMAN MOTTO .............................................................................................iii
RINGKASAN ..........................................................................................................vi
DAFTAR TABEL ...................................................................................................xii
BAB 1. PENDAHULUAN
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1.3.1
Penelitian n......................................................................7
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Konsep Pemasaran ...................................................................10
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enj.eaj.ac. Jasa ................................................12
enj.eaj.acPengertian
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:/p/d:/i/digi 2.1.4 Kualitas
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2.1.7
Perseroan
Terbatase....................................................................21
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2.1.10
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Kepuasan Pelanggan dan Pengukurannya ................................19
2.1.9 Perbankan Syariah .....................................................................23
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2.1.13
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2.2.1
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skripsi .u..................................33
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2.3 Kerangka Konseptual Penelitian.......................................................38
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3.1 Rancangan Penelitian ........................................................................39
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3.3.1 dPopulasi ....................................................................................40
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3.4.1 idJenis dan Sumber Data i.............................................................43
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3.6 Identifikasi
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Uji Validitas dan Reliabilitas....................................................50
Uji Hipotesis ............................................................................55
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