Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi Lampung

This research aims to analyze the effect of Islamic service quality on  customer satisfaction in Islamic banking in Lampung Province. The CARTER  dimensions influence on Islamic service quality consists of sharia compliance,  assurance, reliability, tangibles, empathy, and responsiveness. In this study,  collecting data using a questionnaire was given to 100 samples using regression  analysis. The analysis results prove that simultaneously the CARTER dimension  has a significant effect on customer satisfaction. In contrast, reliability, sharia  compliance, and responsiveness partially significantly affect customer satisfaction  in Islamic banking in Lampung Province. Meanwhile, assurance, tangibles, and  empathy do not considerably affect customer satisfaction in Islamic banking in  Lampung Province. Based on the value of Adjusted R Square, the magnitude of the influence of  Islamic service quality using the CARTER dimension on customer satisfaction in  sharia banking in Lampung Province is 73.8%, so simultaneously, the CARTER  dimension affects the quality of Islamic services. Therefore, to maintain and  improve this quality, the quality of Islamic banking must be further enhanced  through the dimensions of assurance and empathy, namely the bank's ability to  give sincere attention and individual or personal care to its customers, as well  as commitment and certainty of customer satisfaction, such as showing easy  procedures, good bank reputation, the number of front liners, security, and facilities  and infrastructure provided is even better.