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Pengaruh Kualitas Layanan Terhadap Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Intervening (Studi Pada Nasabah Bank Syariah Di Kota Surakarta)

ABSTRACT

Service quality is a important factors for Islamic banks in fulfilling customer
needs so that they are able to get loyal customers. Service quality includes tangible,
reliability, responsiveness, assurance, and empathy. This study aims to analyze the
effect of service quality on customer loyalty through customer satisfaction as an
intervening variable.
This research used quantitative methods. The population in this study were
Islamic bank customers in Surakarta City, and a sample of 100 respondents was
calculated using the Lemeshow formula. The data used in this study is primary data in
the form of a questionnaire. Data analysis using statistical tests using ttest and f test,
coefficient of determination (R2), classic assumption test, and Path Analysis test using
SPSS version 22.0.
The results of this study showed that tangible, reliability, responsiveness,
assurance, and customer satisfaction have a positive and significant effect on customer
loyalty, empathy has a positive and insignificant effect on customer loyalty. There is a
mediating effect of reliability and empathy on customer loyalty through customer
satisfaction, there is no mediation effect of tangible, responsiveness, and assurance on
customer loyalty through customer satisfaction.
Keywords: tangible, reliability, responsiveness, assurance, empathy, customer loyalty,

customer satisfaction.

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Informasi Detail
Judul Seri
-
No. Panggil
2X6.1 RIS p 22
Penerbit
SUKOHARJO : Perbankan Syariah_UIN RM Said.,
Deskripsi Fisik
21 cm, 119 halaman
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
2X6.1
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
Perbankan Syariah
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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