Abstract

This study aims to determine the effect of reliability, responsiveness, security and safety onsatisfaction at Bank Syariah Indonesia. This study used primary data and analyzed using quantitativemethods with statistical t tests. The population is part of the customers of Bank Syariah IndonesiaSolo Raya with a sample of 100 respondents. Based on the results of the analysis obtained,conclusions can be drawn based on the t-test for the reliability variable (X1) the value of t count is3,587 > t table 1,900 with a significant level of 0.001 <0.05 meaning, there is a significant influencebetween the reliability variable on satisfaction. Meanwhile, the variable perception of responsiveness(X2) has no effect on satisfaction because it has a significant value of 0.114 > 0.05 or a t-count valueof 1.596 < t-table 1.900 so H0 is accepted. And the variable perception of security and safety (X3)has an effect on satisfaction in this study because it has a significant value of 0.000 <0.05 or a t-countvalue of 5.683 > t-table 1.900 so H0 is rejected. Based on the f-test, there is a count of 214,419 with asig f value of 0.00 <0.05, then H0 is rejected, H1 is accepted. This means that simultaneouslyreliability (X1), responsiveness (X2), security and safety (X3) have a significant influence onsatisfaction (Y).