Pengaruh Penerapan SOP dan Kualitas Pelayanan terhadap Kepuasan Nasabah dengan Daya Saing sebagai Variabel Moderating (Studi Pada BSI KC Makassar Veteran)

Arnianti; Nasrullah Bin Sapa; Sudirman

Effect of SOP Implementation and Service Quality on Customer Satisfaction with Competitiveness as Moderating Variable (Study at BSI Makassar Veterans Branch)

Arnianti Perbankan Syariah
(ID)
Nasrullah Bin Sapa Universitas Islam Negeri Alauddin Makassar
(ID)
Sudirman Universitas Islam Negeri Alauddin Makassar
(ID)

Abstract

The purpose of this study is to determine whether there is an influence between the application of SOP and service quality on customer satisfaction with competitiveness as a variable moderation. This study uses quantitative research with a causal associative approach, which aims to find out how the relationship between two or more variables. Results of This research is that there is a positive influence between the implementation of SOP and service quality on customer satisfaction and competitiveness are able to moderate the effect of implementing SOP and service quality to customer satisfaction.

Keywords : SOP Implementation, Service Quality, Customer Satisfaction and Competitiveness