The purpose of this study was to analyze the effect of service quality with the dimensions of responsiveness, tangible, empathy, assurance, and reliability on customer satisfaction at Bank BNI Syariah KC Cirebon. This study uses a quantitative approach. The sample used is 100 customers with probability sampling techniques. The data analysis technique used in this study is multiple linear regression analysis, t test and F test. This analysis is used to test the research hypothesis after testing the research instruments and testing the prerequisite analysis. The results showed that partially the dimensions of responsiveness, tangible, empathy, and assurance had no significant effect on customer satisfaction. This is based on the sig value on the t test of more than 0.05. As for the reliability dimension, it has a sig value of less than 0.05, it means that partially the reliability variable has a significant effect on customer satisfaction at Bank BNI Syariah KC Cirebon. Furthermore, service quality with responsiveness, tangible, empathy, assurance, and reliability variables simultaneously has a positive and significant effect on customer satisfaction at Bank BNI Syariah KC Cirebon. This is indicated by the sig value on the F test of less than 0.05. This research is expected to provide information and input, especially for Bank BNI Syariah KC Cirebon, especially in developing and improving the best service quality to increase customer satisfaction Abstrak Tujuan penelitian ini adalah menganalisis pengaruh kualitas pelayanan dengan dimensi responsiveness, tangible, empathy, assurance, dan  reliability terhadap kepuasan nasabah di Bank BNI Syariah KC Cirebon. Penelitian ini menggunakan pendekatan kuantitatif. Sampel yang digunakan sebanyak 100 nasabah dengan tehnik probability sampling. Tehnik analisis data yang digunakan dalam penelitian ini adalah Analisis regresi linear berganda, uji t dan uji F. Analisis ini digunakan untuk menguji hipotesis penelitian setelah dilakukan uji instrumen penelitian dan uji prasyarat analisis. Hasil penelitian menunjukkan bahwa secara parsial dimensi responsiveness, tangible, empathy, dan assurance berpengaruh tidak signifikan terhadap kepuasan nasabah. Hal ini berdasarkan nilai sig pada uji t lebih dari 0,05. Sedangkan untuk dimensi reliability mempunyai nilai sig kurang dari 0,05, berarti secara parsial variabel reliability berpengaruh signifikan pada kepuasan nasabah di Bank BNI Syariah KC Cirebon. Selanjutnya, kualitas pelayanan dengan  variabel responsiveness, tangible, empathy, assurance, dan  reliability secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah di Bank BNI Syariah KC Cirebon. Hal ini ditunjukan oleh nilai sig pada uji F kurang dari 0,05. Penelitian ini diharapkan dapat memberikan informasi dan masukan khususnya bagi Bank BNI Syariah KC Cirebon, terutama dalam mengembangkan dan memperbaiki kualitas pelayanan yang terbaik untuk meningkatkan kepuasan nasabah.

In a business business, in general, business competition is very tight, making it difficult for competitors or similar businesses to attract consumers. Some competitors may be more oriented towards satisfying rather than maximizing profit. Marketing itself is a form of muamalah that is justified in Islam, as long as the transaction process is protected from things that are prohibited by sharia provisions. Service must be done as well as possible to be able to provide added value in attracting consumers. This study aims to find out how the Islamic marketing character is applied, find out what factors can increase customer satisfaction and whether the implementation of sharia marketing character can increase customer satisfaction at STOKIS NASA E.2317 Warujaya Village, Depok District, Cirebon Regency. In this study the authors used a qualitative approach. Data collection techniques using observation, interviews and documentation. The implementation of sharia marketing character in increasing consumer satisfaction at Stokis Natural Nusantara E.2317 Warujaya, Depok District, Cirebon Regency is in the following way: the soul of a sharia marketer believes that these theistic or divine Shari'a laws are the fairest, where the owner of STOKIS NASA E.2317 places great emphasis on moral (moral and ethical) issues in all aspects of its activities. With the implementation of a clean, neat and unpretentious appearance whatever the model or style of dress worn by the owner and all employees of STOKIS NASA E.2317, and they work by prioritizing religious values, piety, moral aspects and honesty in all marketing activities.

This thesis study is motivated by all banks in Indonesia that implement a bank service that has the potential according to an Islamic perspective in improving customer decisions. This study aims to examine the effect of bank service variables on customer decisions in an Islamic perspective which is assessed in 5 dimensions of servqual. This research is a type of quantitative research using a questionnaire (questionnaire), observation and documents. Data collection techniques using a questionnaire to obtain data about Bank Services (X) and Customer Decisions (Y) through the distribution of questionnaires. The test equipment used in this research is by using simple linear regression analysis. Sampling using random sampling technique. The results of this study indicate that bank services are very influential on customer decisions. It is proved that based on the results of the study, 41.6% of respondents responded with a score of 4, namely agree. Where the most strongly agree results are in the 7th statement item by 64%, which means that respondents are satisfied with the physical evidence point of service. This is followed by the 8th statement item at 58%. This is evidenced that the variable bank services with a tcount value of 17.029 > ttable 2011 with a significant level of 0.000 <0.05. Abstrak Skripsi ini Kajiannya dilatarbelakangi dengan semua Perbankan di Indonesia yang menerapkan suatu pelayanan bank yang berpotensi menurut perspektif islam dalam peningkatan keputusan nasabah. Penelitian ini bertujuan untuk mengkaji pengaruh variabel pelayanan bank terhadap keputusan nasabah dalam perspektif islam yang dinilai dalam 5 dimensi servqual. Penelitian ini merupakan jenis penelitian kuantitatif dengan menggunakan metode angket (kuesioner), observasi dan dokumen. Teknik pengumpulan data dengan menggunakan angket untuk mendapatkan data tentang Pelayanan Bank (X) dan Keputusan Nasabah (Y) melalui penyebaran angket . Alat uji yang digunakan dalam penelitian ini yaitu dengan menggunakan analisis regresi linear sederhana. Pengambilan sampel menggunakan teknik randomsampling. Hasil Penelitian ini menunjukan bahwa Pelayanan bank sangat berpengaruh terhadap keputusan nasabah. Hal ini dibuktikan bahwa Berdasarkan hasil penelitian, 41,6% responden memberikan tanggapan dengan skor 4 yaitu setuju. Dimana hasil terbanyak sangat setuju terdapat pada item pernyataan ke 7 sebesar 64% yang artinya responden merasa puas dengan point bukti fisik pelayanan. Selanjutnya diikuti dengan item pernyataan ke 8 sebesar 58%. Hal ini dibuktikan bahwa variabel Pelayanan bank dengan nilai thitung sebesar 17,029 > ttabel 2.011 dengan tingkat signifikan sebesar 0,000 < 0,05.

The Influence of Customer Service Quality on Customer Satisfaction in Islamic Banks (Case Study of Bank Bjb Syariah KCP Pabuaran). His study was motivated by the rapid economic progress, especially in the banking sector, every banking company always does the best for its customers, companies must also be more excellent in the field of service because that is one of the qualities of banking companies so that customers feel satisfied. One of them is the quality of customer service which is the main factor in increasing customer satisfaction. This study aims to determine the influence of customer service quality on customer satisfaction at Islamic banks (Case Study of Bank Bjb Syariah KCP Pabuaran). Thus, it becomes a benchmark for banking companies to improve the quality of their companies in the future. This research is a type of quantitative research using methods, documentation, observations and questionnaires. Data collection techniques using a questionnaire to obtain data on the Quality of Customer Service Service (X) and documents to obtain data on Customer Satisfaction (Y). This study is a population, because it takes all customers of Bank Bjb Syariah KCP Pabuaran with the number of research subjects as many as 50 respondents. The collected data were analyzed using simple linear regression analysis technique with two variables, namely variable X (Quality of Customer Service Service) and variable Y (Customer Satisfaction). Then the data is processed to find out and answer the problems discussed in this study. Furthermore, the results of statistical calculations with regression coefficients, where there is a positive correlation between customer service quality (X) and customer satisfaction (Y). This is evidenced by the significance value of the regression coefficient of the customer service quality variable (X) on customer satisfaction (Y) which is 0.000 less than (<) 0.05 and the t count value is more than (>) t table or 4.176 > 2.010. The quality of customer service can provide more advantages for employees and companies. With the quality of this customer service, it is expected that customer satisfaction at Islamic banks will increase. This research is expected to be information material and input for employees in serving customers at the BJb Syariah KCP Pabuaran bank Abstrak Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank Syariah (Studi Kasus Bank Bjb Syariah KCP Pabuaran). Kajiannya dilatar belakangi oleh begitu pesatnya kemajuan ekonomi terutama dibidang perbankan, setiap perusahaan perbankan selalu melakukan yang terbaik bagi nasabahnya, perusahaan juga harus lebih prima dalam bidang pelayanan karena itu salah satu kualitas perusahaan perbankan agar nasabah merasa puas. Salah satunya kualitas pelayanan customer service yang menjadi faktor utama dalam meningkatkan kepuasan nasabah. Penelitian ini bertujuan untuk mengetahui adanya Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank Syariah (Studi Kasus Bank Bjb Syariah KCP Pabuaran). Dengan begitu menjadi tolak ukur perusahaan perbankan untuk meningkatkan kualitas perusahaannya di masa yang akan datang.Penelitian ini adalah jenis penelitian kuantitatif dengan menggunakan metode, dokumentasi, observasi dan angket. Teknik pengumpulan data dengan menggunakan angket untuk mendapatkan data tentang Kualitas Pelayanan Customer Service (X) dan dokumen untuk mendapatkan data tentang Kepuasan Nasabah (Y). Penelitian ini merupakan populasi, karena mengambil seluruh nasabah Bank Bjb Syariah KCP Pabuaran dengan jumlah subjek penelitian sebanyak 50 responden. Data yang terkumpul dianalisis menggunakan teknik analisis regresi linear sederhana dengan dua variabel yaitu variabel X (Kualitas Pelayanan Customer Service) dan variabel Y (Kepuasan Nasabah). Kemudian data tersebut diolah untuk mengetahui dan menjawab permasalahan yang dibahas dalam penelitian ini. Selanjutnya, hasil dari perhitungan statistik dengan koefisien regresi, dimana terdapat korelasi yang positif antara kualitas pelayanan customer service (X) terhadap kepuasan nasabah (Y). Hal ini dibuktikan dari nilai signifikansi dari koefisien regresi variabel kualitas pelayanan customer service (X) terhadap kepuasan nasabah (Y) yaitu sebesar 0,000 kurang dari (<) 0,05 dan nilai t hitung lebih dari (>) t tabel atau 4,176 > 2,010. Kualitas pelayanan customer service dapat memberikan keunggulan lebih bagi pegawai dan perusahaan. Dengan adanya kualitas pelayanan customer service ini, diharapkan kepuasan nasabah pada bank syariah akan meningkat. Penelitian ini diharapkan akan menjadi bahan informasi serta masukan bagi pegawai dalam melayani nasabah di bank BJb Syariah KCP Pabuaran.