Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Nasabah Bank Syariah: (Studi Pada Bank Muamalat Tbk. Cabang Gorotalo)

Al-Buhuts (e-Journal)

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Title Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Nasabah Bank Syariah: (Studi Pada Bank Muamalat Tbk. Cabang Gorotalo)
 
Creator Mustofa, Mustofa
 
Subject Quality of service
handling complaints
corporate image
customer loyalty
 
Description The purpose of this study are: (1) To determine and analyze the influence of service quality, complaint handling, and corporate image partially on customer loyalty. (2) To determine and analyze the influence factors of service quality, complaint handling, and image simultaneously on customer loyalty. This study is a survey, the research done on large or small populations. The population of this research is all bank customers Muamalat branch Gorontalo and customers as sample of 100 people. Technical analysis of data using multiple regression using SPSS 22.0.The study results showed that the quality of service and complaint handling significant effect on customer loyalty, while the image of the company has no significant effect on customer loyalty. As for quality of service, complaint handling and image simultaneously significant effect on customer loyalty of Islamic banks in Gorontalo.
Tujuan dari penelitian ini adalah: (1) Untuk mengetahui dan menganalisis pengaruh faktor kualitas layanan, penanganan komplain, dan citra perusahaan secara parsial  terhadap loyalitas nasabah. (2) Untuk mengetahui dan menganalisis pengaruh faktor kualitas layanan, penanganan komplain, dan citra perusahaan secara simultan  terhadap loyalitas nasabah.Penelitian ini bersifat Survey, yaitu penelitian yang dilakukan pada populasi besar atau kecil. Populasi penelitian ini adalah seluruh nasabah bank Muamalat cabang Gorontalo dan nasabah yang dijadikan sampel berjumlah 100 orang. Tehnik analisis data menggunakan Regresi Berganda dengan menggunakan program SPSS 22.0.Hasil Penelitian menujukkan bahwa kualitas layanan dan penanganan komplain berpengaruh signifikan terhadap loyalitas nasabah, sedangkan Citra perusahaan tidak berpengaruh signifikan terhadap loyalitas nasabah. Adapun kualitas layanan, penanganan komplain dan citra perusahaan secara simultan berpengaruh signifikan terhadap loyalitas nasabah bank syariah di Gorontalo.
 
Publisher Institute Agama Islam Negeri (IAIN) Sultan Amai Gorontalo
 
Date 2016-06-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://journal.iaingorontalo.ac.id/index.php/ab/article/view/920
10.30603/ab.v12i1.920
 
Source Al-Buhuts; Vol. 12 No. 1 (2016): Volume 12 Nomor 1 Juni 2016; 39-59
2442-823X
1907-0977
 
Language eng
 
Relation http://journal.iaingorontalo.ac.id/index.php/ab/article/view/920/706
 
Rights Copyright (c) 2016 Al-Buhuts
 

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