ANALYSIS OF THE INFLUENCING FACTORS BANK BTPN SYARIAH CUSTOMERS SATISFACTION LEVEL

Abstract

In this modern era, the banking industry is a very fast-growing market, competition in providing the best service to their consumers is the main thing, the competition in the banking industry will always be influenced by bank's ability to provide the best service compared to its competitors. Best service is one of keys to successful development of the banking business. Currently, the banking industry has experienced progress with the development of sharia banking as evidenced by the increasing number of banks that have a sharia business unit. This research has a purpose to determine the level of customer satisfaction with the services provided by the banking industry at Bank BTPN Syariah in Jakarta, the author uses a research design method with a combination of exploratory research and descriptive research, and uses Likert scale in measuring answers from respondents which aims to find out each variable, i.e.: Expectation, Safety, Accuracy, Service, and Fund Management and how much they influence Customer Satisfaction with the services provided by Bank BTPN Syariah.