SKRIPSI PBS

Pengaruh Pelayanan Prima Dan Nilai Pelanggan Terhadap Loyalitas Dengan Kepuasan Sebagai Variabel Intervening (Studi Kasus Pada BMT YAQAWIYYU Cabang Klaten Utara)

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ABSTRACT

This study aims to determine the influence of excellent service and customer
value on loyalty with satisfaction as an intervening variable at KSPPS BMT
Yaqawiyyu. It is a quantitative research study, using primary data. The population
consists of all members of BMT Yaqawiyyu Branch Klaten Utara, totaling 4,779
members. Data collection technique used in this study is a questionnaire.
Probability sampling technique with random sampling method was employed. Data
analysis method used is statistical analysis and path analysis using SPSS 25. The
sample was taken from saving members of BMT Yaqawiyyu Klaten Utara. Results
show that excellent service and customer value partially have a positive and
significant effect on satisfaction. Both excellent service and customer value
simultaneously have a positive and significant effect on satisfaction. Excellent
service and satisfaction partially have a positive and significant effect on loyalty,
while customer value does not significantly affect loyalty. Both excellent service
and customer value simultaneously have a positive and significant effect on loyalty.
Satisfaction can mediate the influence of excellent service on loyalty, but
satisfaction does not mediate the influence of customer value on loyalty.
Keywords: Excellent service, Customer Value, Satisfaction, and Loyalty.

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.1 ANJ p 24

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2024

Deskripsi Fisik

21 cm, 143 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

Anjhelia Novitasari

Versi lain/terkait

Lampiran Berkas

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