TY - JOUR AU - Nurarista, Erina Ayu AU - Indrarini, rachma PY - 2022/06/15 Y2 - 2024/03/29 TI - Pengaruh Product knowledge Karyawan dan Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah di BTN KCS Surabaya JF - Jurnal Ekonomika dan Bisnis Islam JA - JEKoBi VL - 5 IS - 1 SE - DO - 10.26740/jekobi.v5n1.p81-94 UR - https://journal.unesa.ac.id/index.php/jei/article/view/16707 SP - 81-94 AB - <p><em>The development of the Islamic economy has </em><em>increaset the</em><em> competition </em><em>of</em><em> Islamic banking industry.</em><em> Thus,</em><em> Islamic bank</em><em> has to improve its</em><em> customer satisfaction.</em><em> C</em><em>ustomer satisfaction</em><em> is affected by </em><em>product knowledge and service quality in accordance </em><em>to</em><em> Islamic law. This is also the focus for BTN KCS Surabaya as one of the developing </em><em>Islamic</em><em> Business Units. This study aim</em><em>et</em><em> to determine the effect of product knowledge and Islamic service quality on customer satisfaction at BTN KCS Surabaya. The data was obtained by</em><em> questioner </em><em>distributi</em><em>on </em><em>to BTN KCS Surabaya customers. This study use</em><em>d</em><em> multiple regression analysis. The results </em><em>show</em><em> product knowledge</em><em> has no </em><em>effect on customer satisfaction, and Islamic service quality affect</em><em>s</em><em> customer satisfactio</em><em>n</em><em>. Meanwhile, simultaneously </em><em>pr</em><em>oduct knowledge and Islamic service quality affect customer satisfaction at BTN KCS Surabaya.</em></p> ER -