PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK SYARIAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING

Muhammad Zakiy Ishak, Evrita Putri Azzahroh

Abstract


This research aims to examine the role of customer satisfaction as a mediating variable to connecting service quality to customer loyalty in Islamic Banks. This study also tested compliance as the dimension for measure quality service in Islamic Bank. This research was conducted in five Islamic Banks which are in Indonesia. Data were collected using a questionnaire, distributed through are online and offline to the Islamic Bank customer. There are 100 questionnaires were successfully collected and analyzed using Structural Equation Modeling (SEM) to test the hypothesis with the application of Smart-PLS 3.0. the result of this study indicate that customer satisfaction is able to mediate (full mediation) in influence the service quality to customer loyalty in Islamic Banks.

 

Penelitian ini bertujuan untuk menguji peran variabel pemediasi yaitu kepuasan nasabah yang menghubungkan antara kualitas layanan dengan loyalitas nasabah Bank Syariah. Penelitian ini juga menguji dimensi pengukuran yang dikhususkan untuk mengukur kualitas layanan dari Bank Syariah yaitu compliance. Penelitian ini dilakukan di 5 Bank Syariah yang berada di Indonesia. Data dikumpulkan menggunakan kuesioner, didistribusikan melalui online dan fisik ke nasabah Bank Syariah. Sebanyak 100 kuesioner berhasil dikumpulkan dan dianalisis menggunakan Structural Equation Modeling (SEM) untuk menguji hipotesis dengan aplikasi Smart-PLS 3.0. Hasil penelitian ini menunjukkan bahwa kepuasan nasabah mampu memediasi secara penuh (full mediation) pengaruh kualitas layanan terhadap loyalitas nasabah Bank Syariah.


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Copyright (c) 2017 Muhammad Zakiy Ishak

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