PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING DI BPR SYARIAH DANA AMANAH SURAKARTA

NOVIANTIKA, IKA KURNIA (2019) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING DI BPR SYARIAH DANA AMANAH SURAKARTA. Other thesis, IAIN SALATIGA.

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Abstract

The purpose of this research was to determine the effect of service quality on customer loyalty through customer satisfaction as an intervening variable in BPR Syariah Dana Amanah Surakarta. Quantitative methods are used in this research. Data is collected through a questionnaire to customers of BPR Syariah Dana Amanah Surakarta. The sample used in this research were 94 respondents with accidental sampling. The data obtained is then processed using SPSS analysis tool version 23. This analysis includes validity test, reliability test, classic assumption test, t statistical test, f statistical test, determination coefficient, and path analysis test. Based on the results of the t test shows that service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty, and service quality does not affect customer loyalty. While the path analysis test states that customer satisfaction can mediate the relationship of service quality with customer loyalty. Keywords: Service Quality, Customer Loyalty, Customer Satisfaction

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