Pengaruh Kinerja Karyawan terhadap Kepuasan Nasabah: Studi Kasus di BPRS Amanah Ummah Leuwiliang

Abstract

Today every institution or business entity cannot escape the fact that competition will continue to increase sharply and significantly over time. Apart from expanding, competitors are also continuously improving their formulas to attract their customers. In this case, the most important key is the customer. Today it is believed that companies that are able to provide satisfaction to their customers are able to dominate the market. BPRS Amanah Ummah Leuwiliang as a business entity engaged in the service sector must pay attention to the performance of its employees in providing services to customers. Because the services provided by employees will affect customers, both positive and negative. From this, problems arise that make the author interested in conducting research to show that there is a positive effect of employee performance on customer satisfaction at BPRS Amanah Ummah. This research is a quantitative study, by distributing questionnaires to 100 respondents as a sample to obtain responses about the dimensions of employee performance on customer satisfaction. In addition to using a questionnaire, the writer also uses interview, observation and documentation methods. As for statistical testing with simple linear regression, hypothesis testing with t test, and R2 test (coefficient of determination). The results of hypothesis testing with t test on variable X (employee performance) obtained a value of t count 10.587> t table 1.984, so employee performance has a positive and significant effect on customer satisfaction at BPRS Amanah Ummah Leuwiliang. While the coefficient of determination test results show that employee performance affects customer satisfaction by 53.4% ​​and the remaining 46.6% is influenced by other factors not included in this study.