Pengaruh Kualitas Pelayanan dan Citra Perusahaan terhadap Kepercayaan Nasabah serta Dampaknya terhadap Loyalitas Nasabah (Studi Kasus Bank Syariah Mandiri)
| Main Author: | Royhan Jamaan |
|---|---|
| Other Authors: | Dr. Muniaty Aisyah, MM, Cut Erika Ananda Fatima, SE, MBA |
| Format: | bachelorThesis |
| Bahasa: | ind |
| Terbitan: |
Jakarta : Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta
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| Subjects: | |
| Online Access: |
http://repository.uinjkt.ac.id/dspace/handle/123456789/33338 |
Daftar Isi:
- The purpose of this research is to analyze the influence of service quality and corporate image towards customer trust and its impact on customer loyalty a case study at Bank Syariah Mandiri This research uses convenience sampling with 100 respondents of 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. The analysis method that uses in this study is path analysis and Sobel test to determine the effect of intervening variables. The results of this study indicate that the effect of service quality and corporate image influence customer trust significantly about 49,6%. Service quality variables influence significantly on customer trust about 13,35%, corporate image variables influence significantly on customer trust about 36,28%. The total influence of service quality, corporate image and customer trust on customer loyalty are about 40%. Service quality and corporate image have no direct impact on customer loyalty, meanwhile customer trust influence significantly on cutomer loyalty about 20,3%.