PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BSI SURAKARTA DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

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PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BSI SURAKARTA DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

Agung Setyo Nugroho - Nama Orang; YULFAN ARIF NURROHMAN - Nama Orang;

ABSTRACT This study aims to determine how strong the influence of Service Quality is on customer loyalty with customer satisfaction as an intervening at Bank Syariah Indonesia KCP Pasar Kliwon. The method of data collection was done by distributing questionnaires to the customers of Bank Syariah Indonesia KCP Pasar Kliwon. Samples were taken from as many as 100 respondents with a non-probability sampling technique. T-test results show that service quality has a positive and significant effect on customer loyalty. The Ftest test shows that service quality has a significant effect on customer loyalty. Then the R2 test shows a strong relationship between the independent variable and the dependent variable of 78.3%. By using path analysis, the research results show that customer satisfaction variables can mediate between service quality and customer loyalty. Keywords: service quality, customer satisfaction, customer loyalty

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Judul Seri: -
No. Panggil: 2X6.1 AGU p 23
Penerbit: SUKOHARJO : Perbankan Syariah_UIN RM Said., 2023
Deskripsi Fisik: 21 cm, 99 halaman
Bahasa: Indonesia
ISBN/ISSN: -
Klasifikasi: 2X6.1
Tipe Isi: -
Tipe Media: -
Tipe Pembawa: -
Edisi: -
Subjek: Perbankan Syariah
Info Detail Spesifik: -
Pernyataan Tanggungjawab: Agung Setyo Nugroho

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BAB I_165231202

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