PENGARUH SISTEM BIROKRASI, FASILITAS DAN PEMENUHAN KONSEP SYARIAH TERHADAP KEPUASAN PENGGUNA PADA KOPERASI SIMPAN PINJAM PEMBIAYAAN SYARIAH BMT TUMANG BOYOLALI

Abstract

The purpose of this study was to find out: 1) the influence of the bureaucratic system on service
user satisfaction, 2) the effect of facilities on service user satisfaction, 3) the effect of fulfilling sharia
concepts on service user satisfaction, 4) the influence of the bureaucratic system , facilities and
fulfillment of sharia concepts to service users' satisfaction. This study included quantitative descriptive
research whose conclusions were obtained based on the results of statistical analysis with the object
of research at KSPPS BMT Tumang Boyolali. A sample of 161 people from a population of 300 people
with incidental sampling techniques. Instruments used with questionnaires and data analysis
techniques used are multiple linear regression analysis, t test, F test, R2 test. Regression analysis
results obtained regression equation: Y = 3.223 + 0.249 X1 + 0.255 X2 + 0.298 X3, which means that
service user satisfaction is influenced by the bureaucratic system, facilities provided and fulfillment of
sharia concepts (compliance). Based on the analysis and discussion it can be concluded that: 1) the
bureaucratic system influences the satisfaction of service users. (2) facilities affect the satisfaction of
service users. (3) fulfillment of sharia concepts affects the satisfaction of service users. (4) the
bureaucratic system, facilities and fulfillment of the concept of sharia together affect the satisfaction
of service users. (4) bureaucratic system, facilities provided and fulfillment of sharia concepts affect
the satisfaction of service users by 59.5%, while the remaining 40.5% is influenced by other variables
outside of this study