PENGARUH SERVICE QUALITY DAN BRAND TRUST TERHADAP CUSTOMER LOYALTY PADA NASABAH BANK SYARIAH INDONESIA DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING

ANYFAH PERMADANI, . (2023) PENGARUH SERVICE QUALITY DAN BRAND TRUST TERHADAP CUSTOMER LOYALTY PADA NASABAH BANK SYARIAH INDONESIA DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Pesatnya perkembangan perbankan syariah yang ada di dunia juga berdampak pada Indonesia sebagai salah satu negara dengan populasi muslim terbesar di dunia sehingga menjadi pasar paling potensial untuk penggunaan bank syariah. Adanya salah satu bank syariah yang belum lama muncul di Indonesia sehingga memunculkan fenomena persaingan yang semakin ketat antar industri perbankan di Indonesia. Tujuan penelitian ini yaitu untuk mengetahui pengaruh positif dan signifikan Service Quality dan Brand Trust terhadap Customer Loyalty melalui Customer Satisfaction pada Nasabah Bank Syariah Indonesia di Jabodetabek. Metode pengumpulan data menggunakan survey dengan melakukan penyebaran kuesioner melalui google form. Sampel merupakan nasabah Bank Syariah Indonesia yang berdomisili di wilayah Jabodetabek, pernah melakukan transaksi di Bank Syariah Indonesia minimal dua kali dalam tiga bulan terakhir dan berusia 17 tahun keatas. Teknik analisis data menggunakan SPSS versi 23 dan SEM (Structural Equation Model) LISREL 8.8. Hasil penelitian menunjukkan bahwa ukuran Goodness of Fit terpenuhi sehingga dapat disimpulkan kecocokan model keseluruhan adalah fit serta terdapat hubungan positif antara variabel Service Quality dan Brand Trust terhadap Customer Loyalty melalui Customer Satisfaction pada Nasabah Bank Syariah Indonesia di Jabodetabek. *** Rapid development of Islamic banking in the world also has an impact on Indonesia as one of the countries with the largest Muslim population in the world, making it the most potential market for the use of Islamic banking. The existence of one of the recently established Sharia banks in Indonesia has resulted in the phenomenon of increasingly fierce competition in the banking industry in Indonesia. The purpose of this research is to determine the positive and significant influence of Service Quality and Brand Trust on Customer Loyalty through Customer Satisfaction on Customers of Bank Syariah Indonesia in Jabodetabek. The data collection method uses a survey by distributing questionnaires through Google form. The sample in this research are customers of Bank Syariah Indonesia who are domiciled in Jabodetabek area, have made transactions at Bank Syariah Indonesia at least twice in the last three months, and are aged 17 years and over. Data analysis techniques were used SPSS version 23 and SEM (Structural Equation Model) LISREL 8.8. The results showed that the measure of Goodness of Fit was fulfilled so that it could be concluded that the overall model fit was fit and there was a positive relationship between the variables Service Quality and Brand Trust on Customer Loyalty through Customer Satisfaction on Customers of Bank Syariah Indonesia in Jabodetabek.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Agung Kresnamurti Rivai P., ST, M.M. ; 2). Shandy Aditya, BIB, MPBS
Subjects:	Manajemen > Pendidikan, Riset Penelitian Bisnis Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 20725 not found.
Date Deposited:	15 Sep 2023 02:21
Last Modified:	15 Sep 2023 02:21
URI:	http://repository.unj.ac.id/id/eprint/42460

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