Analisis Pengaruh Pelayanan Pada Lembaga Keuangan Syari’ah Terhadap Kepuasan dan Loyalitas Nasabah di Bank Muamalat Indonesia Kantor Cabang Yogyakarta
<p><span><em>Customer loyalty is a very important factor in the world of financial </em><span><em>institutions because loyalty is largely determined by customer satisfaction itself, </em><span><em>so customer satisfaction greatly affects customer...
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| Format: | Article |
| Language: | Arabic |
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Universitas Darussalam Gontor
2019-12-01
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| Series: | Islamic Economics Journal |
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| Online Access: | https://ejournal.unida.gontor.ac.id/index.php/JEI/article/view/4003 |
| Summary: | <p><span><em>Customer loyalty is a very important factor in the world of financial </em><span><em>institutions because loyalty is largely determined by customer satisfaction itself, </em><span><em>so customer satisfaction greatly affects customer loyalty. In this case, the researcher </em><span><em>will examine the Financial Institution in terms of services provided to customers, </em><span><em>whether the service has an influence on customer satisfaction and loyalty to </em><span><em>financial institutions. Researchers are interested in Bank Muamalat Indonesia </em><span><em>as the originator of Islamic banks in Indonesia, which can keep the economic </em><span><em>system in Indonesia stable during the monetary crisis. In this case, as a Sharia </em><span><em>Bank, financial institution services provided should be the maximum service in </em><span><em>accordance with Islamic values, this is one of the factors researchers to analyze, </em><span><em>whether the services provided by banks can provide satisfaction to consumers, and </em><span><em>whether bank customers muamalat Indonesia already feel satisfied or not.</em></span></span></span></span></span></span></span></span></span></span></span></span></p><p><span><span><em>Then to make it easier to analyze the data, the researcher used the SPSS </em><span><em>measuring instrument, using instruments from the Likert scale, validity test, </em><span><em>reliability test, classic assumption test. In analyzing the data the authors use </em><span><em>primary data and secondary data, namely by questionnaires, and interviews and </em><span><em>company documents as secondary data. Then it will be tested using multiple </em><span><em>linear regression testing so that it will come out the data t arithmetic, t table, f </em><span><em>arithmetic, and f table.</em></span></span></span></span></span></span></span></span></p><p><span><span><em>Based on the t test the Service variable influences Customer Satisfaction </em><span><em>at Bank Muamalat Indonesia Yogyakarta Branch Office, which can be shown by </em><span><em>t count greater than table (1,981> 1,290). And based on the t test shows that t <span><em>count is greater than t table (2.188> 1,290), meaning that the service variable </em><span><em>has a significant positive effect on customer loyalty variables. From the results of </em><span><em>research that has been measured with this SPSS tool, it is found that service has a </em><span><em>significant effect on customer satisfaction and loyalty.</em></span></span></span></span></em></span></span></span><br /></span></p> |
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| ISSN: | 2460-1896 2541-5573 |