Determinants of Customer Satisfaction of BMT Mitra Ummat With SERVQUAL Approach

Baitul Maal wa Tamwil is one of the Islamic financial institutions, where increasing customer satisfaction a priority that must be done. This done because intense business competition in institutions. There from customers, existence can maintained. The way to increase by providing best service. purpose this study determine and analyze effect service quality consisting reliability, emphaty, responsiveness, tangible, assurance variables on BMT Mitra Ummat. Sampling using accidental sampling with distribution questionnaires Ummat customers. Primary data were analyzed multiple regression. results show Tangible Variable affects Where obtained t value 6.509 significant 0.000 < 0.05 means Ha accepted Ho rejected. Reliability variable does not affect -1.443 0.152 > rejected accepted. Responssive has no -3.019 0.003 Assurance 1.798 0.075 Empathy 5.604 In research conducted (Dibyantoro, 2012) all affecting Customer Satisfaction at PT Bank BTN Palembang branch. However, it different Ummat, while Reliability, Responsiveness do