SKRIPSI PBS

Pengaruh Kinerja Karyawan Frontliner, Kualitas Produk Dan Citra Terhadap Anggota Bmt Amanah Ummah Kartasura

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ABSTRACT

The backgrounds of the research are motivated by the intense competition
banking in the world, customer expectations of excellent banking service quality,
and rapid technological developments. This research aims to determine the effect
of frontliner service quality, product quality, and image on customer loyalty at
BMT Amanah Ummah Kartasura. This is related to the observation in the field
which shows that there are people who cannot trust BMT Amanah Ummah
Kartasura as their financial manager.
The method used in the research is quantitative methods with all members
of BMT Amanah Ummah Kartasura as the population of the study. The sample
used was 99 respondents from members of BMT Amanah Ummah Kartasura,
obtained by using the Slovin formula. The data used in this research is primary
data obtained from the questionnaire filled out by the respondents. The sampling
technique used is the Accidental Sampling technique. Data analysis is done by
using instrument test, classical assumption test, model accuracy test, hypothesis
test, and regression test with the help of SPSS.
The result of the research shows that based on the t-test, the frontliner
employee performance variable does not have positive and significant effect on
customer loyalty, with a probability value of 0.162. The product quality variable
has positive and significant effect on customer loyalty, with a probability value of
0.037. Image variable has positive and significant effect on customer loyalty, with
a probability value of 0.000. For further research is expected to add variables
and samples so that the research can be more complete and accurate.
Keywords: Frontliner Employee Performance, Product Quality, Institutional
Image, Customer Loyalty.

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.1 DHE p 22

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2022

Deskripsi Fisik

21 cm, 103 halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.1

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Perbankan Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Dhea Nur Istiqomah

Versi lain/terkait

Lampiran Berkas

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