PENGARUH KUALITAS PELAYANAN DAN KINERJA KARYAWAN TERHADAP KEPUASAN NASABAH BTPN SYARIAH MOBILE MARKETING SYARIAH (MMS) PALABUHANRATU

The aim of this research is to determine the influence of service quality and employee performance on customer satisfaction of BTPN Syariah mobile marketing sharia (MMS) Palabuhanratu. This research uses a descriptive design with a quantitative approach, where data is obtained from primary and secondary data through questionnaires, interviews and documentation. A total of 97 customers were selected as samples using probability sampling techniques with a simple random sampling approach. Data analysis in this research uses validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, t tests, f tests and coefficient of determination tests using SPSS 26. The results of this research show that partially service quality has a significant effect on satisfaction. customers, this is proven by the t count of 10.890 > t table 1.985, as well as a significance value of 0.000 < 0.05. Apart from that, employee performance also shows a significant influence on customer satisfaction, with a calculated t value of
6.534 > t table 1.985, and a significance value of 0.000 < 0.05. Simultaneously, the variables of service quality and employee performance significantly influence customer satisfaction, this is because the calculated F value is 70.424 > F table 3.09, and the significance value is 0.000 < 0.05.

Keywords: Service Quality, Employee Performance, Customer Satisfaction