PENGARUH KUALITAS LAYANAN, RELIGIUSITAS, KEDEKATAN HUBUNGAN DAN KEPERCAYAAN NASABAH TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK JATIM SYARIAH

SADA SATYADEVI, MERSISKA (2012) PENGARUH KUALITAS LAYANAN, RELIGIUSITAS, KEDEKATAN HUBUNGAN DAN KEPERCAYAAN NASABAH TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK JATIM SYARIAH. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The purpose of this study is to examine the effect of service quality, religiusity,relationships and customer trust in customer satisfaction and loyalty of Bank Jatim Syariah. Based on the literature review, this research hypothesis states that service quality and customer trust have a significant positive effect on customer satisfaction and service quality, relationship closeness, customer satisfaction and religiosity have a significant positive effect on customer loyalty. This study used questionnaires from respondents who are customers who actively transact in Bank Jatim Syariah. Hypothesis testing technique is done by using Structural Equation Model (SEM) analysis. The results of this study indicate that the quality of service and customer confidence have a significant positive effect on customer satisfaction, customer satisfaction and proximity relationship positively affects customer loyalty and service quality and religiosity have no significant positive effect on customer loyalty. In particular, this study shows that the religiusity factor that has been added value for Sharia Banks to retain customers is no longer relevant. Based on the results of this study, it is recommended that Bank Syariah Jatim evaluate the factors of tangibles, products and services and the implementation of continuous service standards in order to satisfy and maintain customer loyalty Key words: Service Quality, Religiusity, Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
600 - TECHNOLOGY > 657 - ACCOUNTING > 657.9 - ACCOUNTING-BANK
Divisions: Bachelor of Accountancy
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 11 Jul 2018 08:32
Last Modified: 11 Jul 2018 08:32
URI: http://eprints.perbanas.ac.id/id/eprint/3329

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