KHAN, MUHAMMAD ARTHUR (2016) PENGARUH RELIGIUSITAS DAN KEPUASAN TERHADAP LOYALITAS NASABAH BANK SYARIAH DI SURABAYA DENGAN ANTESEDEN KUALITAS LAYANAN. Masters thesis, STIE Perbanas Surabaya.
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Abstract
Currently the Islamic banking began to grow in Indonesia. However, its growth rate has not been as expected. One of the factors that influence is customer loyalty. It’s necessary to maintain the customer loyalty through good service quality, so that customers satisfaction is high. In addition , customers religiosity factors on Islamic principle is also an essential condition in influencing customer loyalty in Islamic banks. This study aims to investigate the influence of service quality factors on customer satisfaction, and the influence of cus tomer satisfaction on customer loyalty. Also investigate the direct influence of religiosity on customer loyalty. Respondents are 100 customers from 10 Islamic banks located in Surabaya. The model analysis use structural model with Partial Least Square (PL S SEM). The results showed that all quality service variables consisting of tangibility, reliability, responsiveness, assurance, and empathy significant have significant effect on customer satisfaction, and customer satisfaction significantly influence cus tomer loyalty. In addition, religiosity also ha s significant effect on customer loyalty. Key words: service quality, religio s ity , customer satisfaction, customer loyalty
| Item Type: | Thesis (Masters) |
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| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 21 Jul 2016 09:55 |
| Last Modified: | 07 Sep 2017 07:03 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/93 |
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