TA DIGITAL
Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Pada Baitul Maal Wat Tamwil (BMT) Maju Sejahtera "Matra" Pekalongan
Baitul Maal Wat Tamwil (BMT) Maju Sejahtera "MATRA" Pekalongan is one of the Islamic Sharia-based financial institution which has attention to maintain and improve the quality of services to customers. However, there are still many complaints from it’s customers which lead to their loyalty. The complaint how ever will affect customer’s loyalty.
This research was conducted to know the effect of service quality on customer loyalty, to determine the influence of service quality on customer satisfaction, then to determine the effect of satisfaction on customer loyalty and the effect of service quality on loyalty trough customer satisfaction as an intervening variable.
Population of this research are customer’s of Baitul Maal Wat Tamwil (BMT) Maju Sejahtera "MATRA" PEKALONGAN. Collecting data by interview and questionnaire distribution, techniques used method of sampling techniques accidental. The sampling technique in this research is accidental sampling in which collecting information from respondents by chance met can be used as a sample The independent variable is the quality of service (X1), including tangibles, reliability, responsiveness, assurance, emphaty with twenty indicators. As an intervening variable is customer satisfaction (X2) with seven indicators and the dependent variable is customer loyalty (Y) with seven indicators.
Methods of data analysis used in this study is path analysis. The results of this research concludes that service quality has statistically significant influence to customer satisfaction, service quality has statistically significant influence to customer loyalty, customer satisfaction has statistically significant influence to customer loyalty and service quality has statistically significant influence to customer loyalty trough customer satisfaction. Therefore, the indirect effect on service quality to customer loyalty through customer satisfaction (0.258) is more powerful than the direct effect of service quality on customer loyalty (0.130), hence customer satisfaction is considered as an intervening variable.
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