1. Home
  2. Vol 2, No 9 (2024)
  3. Hajar

Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening Pada BSI Kcp Nagan Raya 2

Author


Siti Hajar(1Mail), Khalil Badawi(2),
(1) Sekolah Tinggi Ilmu Manajemen STIMI Meulaboh, Jurusan S1 Manajemen,
(2) Sekolah Tinggi Ilmu Manajemen STIMI Meulaboh, Jurusan S1 Manajemen,

Mail Corresponding Author
Article Analytic
  [File Size: 307KB]  Language: en
Available online: 2024-10-03  |  Published : 2024-10-03
Copyright (c) 2024 Siti Hajar, Khalil Badawi
Article can trace at:

Article Metrics

Abstract Views: 52 times PDF Downloaded: 72 times

Abstract


This study aims to use a quantitative approach to the phenomena that occur at Bank Syariah Indonesia Kcp Nagan Raya 2. The data method used in this study is the Total Sampling technique with a sample of 66 customers at BSI Kcp Nagan Raya 2. The data used are Primary data and Secondary data. The data analysis techniques that will be used are Validity Test, Reliability Test, Classical Assumption Test, Simple Regression Analysis Test, Hypothesis Testing using SPSS22 Software and Determination Coefficient. From the results of the Customer Satisfaction Path Analysis Test, it is able to mediate the relationship between Service Quality and Customer Loyalty with a direct influence value of 0.023 and an indirect influence of 0.1406, which means that the indirect influence value is greater than the direct influence value. These results indicate that indirectly X through Y has a significant influence on Z.


Keywords


Service Quality, Customer Loyalty, Customer Satisfaction

References


Arikunto, S. (2014). Prosedur Penelitian. Rhineka Cipta.

Admaja,J. (2018).Kualitas pelayanan dan kepuasan Nasabah Terhadap Loyalitas pada Bank BJB. Jurnal Ecodemica, 2(1), 49-63

Imansyah,& I. (2017). Pengaruh Kualitas Pelayanan Bank Syariah Cabang Malang. Jurnal Ekonomi Syariah, 3 (1),79-96.

Kotler, P. & Amstrong, G. (2018). Prinsip-Prinsip Pemasaran. Erlangga.

Nazwirman, & Zain, E. (2017). Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Konsumen di Alfamart Cayur Kresek Tengerang. Jurnal Ekonomi & Bisnis, 2 (2).

Rahayu, B. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT. BPR Artha Pamenang Cabang Jombang. Jurnal Trisula, 1(5), 464476.

Sigit, K.N. & Soliha, E. (2017). Kepuasan dan Loyalitas Nasabah. Jurnal Keuangan dan Perbankan Syariah, 21(40)157-168.

Sugiono.(2016),Statistik Untuk Penelitian .CV.Alfa Beta

Sugiono. (2020).Metode Penelitian Kuantitatif dan R&D. CV.ALFABETA

Tjiptono, F. (2020). Strategi Pemasaran :Prinsip dan Penerapan. Andi Publisher.

Tyas, R & Setiawan, A. (2012).. Pengaruh Lokasi dan Kualitas Pelayanan Terhadap Kepuasan Nasabah untuk menabung di BMT Sumber Mulia Tuntang.Jurnal Muqtasid,3(2), 2777-297.

Utami,M& et al. (2019). Pengaruh Kualitas layanan dan Kepercayaan nasabah terhadap loyalitas nasabah. Jurnal Manajemen. Akuntasi dan Ekonomi,2,170-178

Wijayanto, K. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank. Jurnal Manajemen, 17(1),38-45.


Refbacks

  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.