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Abstract

This study aims to determine the effect of reliability, responsiveness, security and safety on satisfaction at Bank Syariah Indonesia. This study used primary data and analyzed using quantitative methods with statistical t tests. The population is part of the customers of Bank Syariah Indonesia Solo Raya with a sample of 100 respondents. Based on the results of the analysis obtained, conclusions can be drawn based on the t-test for the reliability variable (X1) the value of t count is 3,587 > t table 1,900 with a significant level of 0.001 <0.05 meaning, there is a significant influence between the reliability variable on satisfaction. Meanwhile, the variable perception of responsiveness (X2) has no effect on satisfaction because it has a significant value of 0.114 > 0.05 or a t-count value of 1.596 < t-table 1.900 so H0 is accepted. And the variable perception of security and safety (X3) has an effect on satisfaction in this study because it has a significant value of 0.000 <0.05 or a t-count value of 5.683 > t-table 1.900 so H0 is rejected. Based on the f-test, there is a count of 214,419 with a sig f value of 0.00 <0.05, then H0 is rejected, H1 is accepted. This means that simultaneously reliability (X1), responsiveness (X2), security and safety (X3) have a significant influence on satisfaction (Y).