Pengauh kualitas pelayanan dan religiusita terhadap kepuasan nasabah serta dampaknya pada loyalitas nasabah: studi kasus Bank Syariah Mandiri
| Main Author: | Pramonosidi Wijanarko |
|---|---|
| Format: | Bachelors |
| Terbitan: |
Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta
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| Subjects: |
Daftar Isi:
- The purpose of this research is to analyze the effect of service quality and religiosity towards customer satisfaction and its impact on customer loyalty a case study at Bank Syariah Mandiri This research uses purposive sampling with 100 respondents Bank Syariah Mandiri customers who open an account at the Regional Office II Greater Jakarta and Banten with the account opening minimum age of 1 year. This study uses path analysis and Sobel test to determine the effect of intervening variables. The findings of this study indicate that the effect of service quality on customer satisfaction and customer loyalty, while religiosity has no effect on customer satisfaction but religiosity influence on customer loyalty. For the indirect effect produced findings that affect service quality on customer loyalty through customer satisfaction, while religiosity has no effect on customer loyalty through customer satisfaction.