The Influence of Service Quality Towards Syariah Bank Customer Satisfaction in The New Normal Era

Abstract

This study aims to measure and determine whether customer satisfaction at BRI Syariah Unit Tuban has a significant effect on service quality variables (reliability, physical evidence, confidence, empathy, and responsiveness)  in the new normal Covid 19 pandemic era,  and to measure and determine the effect of satisfaction. customers at BRI Syariah Unit Tuban simultaneously to the variables of reliability, physical evidence, confidence, empathy, and responsiveness in the new normal covid pandemic era 19.Based  on  the  results  of  statistical  tests  it  is  known  that  the  variable  reliability,  physical  evidence variable, belief variable, empathy variable, and responsiveness variable have a partial and significant influence on customer satisfaction in BRI Syariah unit Tuban in the new normal pandemic covid era 19. Variablesreliability, physical  evidence, confidence, empathy, and responsiveness simultaneously have an  influence  on  customer  satisfaction  with  a  value  of  Fcount  210,268>  Ftable  2,333,  it  can  be concluded that reliability, physical evidence, confidence, empathy, and responsiveness simultaneously have an influence on customer satisfaction. Syriah Tuban unit in the new normal Covid pandemic era 19.