Analisis Kualitas Pelayanan Antar Jemput Produk Tabungan Terhadap Tingkat Kepuasan Nasabah (Studi Kasus Pada BPRSyari’ah Harta Insan Karimah Cabang Cikarang)

Abstract

The development of Islamic banks this time, the quality of service and customer satisfaction is
a key factor that will become a competitive advantage of a company. Therefore a company is largely
determined by the ability of banks to provide the best quality service compared to its competitors.
This research is a descriptive qualitative approach. The object of this research is BPRS Harta Insan
Karimah Branch Of Cikarang. While the subject is a customer of BPRS Harta Insan Karimah Branch
Of Cikarang, amounting to 5 (five) people with 1 (one) the informant of BPRS Harta Insan Karimah
Branch Of Cikarang. Methods of data collection by observation, interview and documentation. For
validation data using triangulation sources. Data analysis techniques there are three, namely: Data
Reduction, Presentation Of Data, and nteresting Conclusion and Verification. These results indicate
that (1) the service quality of BPRS Harta Insan Karimah Branch Of Cikarang is quite satisfactory for
our customers. However,there are still factors that make customers feel quite satisfied, namely on time
constraints. (2) There are four factors that determine the quality service pick-up of savings products
on customer satisfaction at BPRS Harta Insan Karimah Branch Of Cikarang, namely Responsivness,
Reliability, Assurance, and finally Emphaty (Empathy). (3) The quality level of savings product pick-up
on customer satisfaction is carried out by BPRS HIK Cikarang Branch, namely by providing the best
quality service and fulfilling customer desires with that customers will be satisfied with the services
provided by BPRS HIK Cikarang Officers.