SKRIPSI PBS

Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Dan Loyalitas Nasabah Pada Bank Syariah Indonesia (Bsi) Kantor Cabang Surakarta

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ABSTRACT

As a consequence of the Covid-19 pandemic crisis, the movement has been
severely restricted. This also influences Islamic banks, which are characterized by
increased consumer expectations about the quality of mobile banking services to
please customers and retain them as clients. The purpose of this research is to
investigate the relationship between customer happiness and customer loyalty in
mobile banking by using satisfaction as an intervening variable.
This investigation is quantitative. The Lemeshow formula was used to
determine the number of samples to be taken from the population of consumers who
utilize mobile banking services (BSI Mobile) at the Bank Syariah Mandiri/Bank
Syariah Indonesia Surakarta Branch Office, and the number of samples to be taken
was as much as 96 respondents. It was collected using a questionnaire that the
information for this research was obtained. With the assistance of SPSS 22.0, the
data analysis approach used statistical tests in the form of the t-test, the f-test, the
coefficient of determination (R2), the classical assumption test, and the Path
Analysis test.
In this study, the findings demonstrate that service quality has a positive
impact on customer satisfaction, that service quality has a positive impact on
customer loyalty, that customer satisfaction has a positive impact on customer
loyalty, and that service quality has a positive impact on customer loyalty through
customer satisfaction.
Keywords: service quality, mobile banking, customer satisfaction, and customer

loyalty.

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Ketersediaan

Tidak ada salinan data

Informasi Detail

Judul Seri

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No. Panggil

2X6.1 ARI p 22

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2022

Deskripsi Fisik

21 cm, 148 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

Arini Okvitasari

Versi lain/terkait

Lampiran Berkas

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