Mengukur Pengaruh Kualitas Layanan Dengan Model Carter Terhadap Kepuasan, Kepercayaan, Dan Loyalitas Nasabah Perbankan Syariah Indonesia

Fauzi, Abu Amar (2016) Mengukur Pengaruh Kualitas Layanan Dengan Model Carter Terhadap Kepuasan, Kepercayaan, Dan Loyalitas Nasabah Perbankan Syariah Indonesia. Masters thesis, STIE Perbanas Surabaya.

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Abstract

Sharia banking in Indonesia continues to experience growth from year to year and there are currently 12 Sharia Commercial Bank and 22 Sharia Business Unit of a Conventional Bank. Howev er, the market share of Sharia banking is still less than 5% of the market share of conventional banking. That phenomenon proves that the existence of Sharia banking on a dual banking system that runs in Indonesia is still a shadow of conventional banking. By using a model CARTER consisting of the dimensions of compliance, assurance, reliability, tangible, empathy, and responsiveness, this research is directed to explore the perception of consumers to service quality of Sharia banking as well as its influen ce on customer satisfaction, trust and loyality of Sharia banking in Indonesia. Structural Equation Model (SEM) based on nonlinear regression techniques Partial Least Squares (PLS) on WarpPLS 5.0 is used to analyze the data obtained from a survey of 97 cus tomers of Bank Muamalat Indonesia in Surabaya. These results indicate that the service quality of Sharia bank has a significant relationship to customer satisfaction. Customer satisfaction has a direct relationship to loyalty. Customer satisfaction also ha s an indirect relationship to loyalty which is mediated by trust. Empathy has the most powerful influence on customer satisfaction of Sharia bank. Instead, compliance becomes the lowest dimension of service quality that affects customer satisfaction in Ind onesian Sharia banks. Keywords : Service Quality, Customer Satisfaction, Trust, Loyalty, Sharia Banking

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 11 Nov 2016 08:16
Last Modified: 06 Jul 2019 04:56
URI: http://eprints.perbanas.ac.id/id/eprint/429

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