ICHLASUL AMAL RANGGA WINATA, 040610096 (2010) PENGARUH IMPLEMENTASI SHIDDIQ DALAM KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH BMT AMANAH UMMAH DI SURABAYA. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

This research investigates about implementation factors of shiddiq in service quality on BMT Amanah Ummah Surabaya. The purpose of this study is to investigate the influence of implementation shiddiq in service quality toward customer satisfaction BMT Amanah Ummah in Surabaya. Variables used in this study are the replication of the CARTER model from Abdul Qawi Othman and Lynn Owen in 2001 entitled Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks: A Case Study in Kuwait Finance House which associated with implementation of shiddiq. Research methodology used was quantitative approach, with hypothesis testing, measurement data and making conclusions. There are four independent variables in this study, namely Compliance, Assurance, Reliability and Empathy, and satisfaction is the dependent variable. Sample of this research are 100 customers who came to BMT Amanah Ummah Surabaya. The analysis results obtained by Y =-0,316 + 0,369.X1 + 0,299.X2 + 0,214.X3 + 0,171.X4. t test values for the variables X1, X2, X3, X4 partially exert significant influence on satisfaction (Y) with the significance level is less than 5%. Whereas F tests show the value of 100.145 with significance level of 0.000. Seeing the result of this research, the suggestions that can be delivered is BMT Amanah Ummah is able to maintain a positive perception of their customers by taking various spiritual activities.

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