Abstract:
Service quality on customer satisfaction Islamic banking will be the main objective in this study because of the level of the
increasingly sharp competition among banking company in Indonesia. From these statements, in this study will now study
the impact of service quality on customer satisfaction Islamic banks in Gading Serpong, using a dimensional approach
service quality consists of physical evidence(tangibles), reliability (reliability), responsiveness (responsiveness), guarantees
(assurance) and attention (empathy). Research was conducted on Islamic banks in Indonesia with operations in Gading
Serpong. From these results it can be seen that the variables of service quality is empathy positive and significant impact on
customer satisfaction Islamic banks in Gading Serpong, responsiveness, tangible and assurance effect on customer
satisfaction while reliability dimension there is no positive effect on customer satisfaction Islamic banks in Gading Serpong.
This proves that the coefficient of determination (R ²) to the satisfaction of the customer at 0.569. It shows 56.9% variable
empathy, responsiveness, tangible, assurance can influence customer satisfaction significantly.
