THE EFFECT OF SERVICE QUALITY AND SATISFACTION ON LOYALTY IN MEMBERS OF "KSPPS BMT MANDIRI SEJAHTERA JAWA TIMUR”

ABSTRAK

Penelitian bertujuan mengetahui kualitas pelayanan dan kepuasan berpengaruh terhadap loyalitas anggota "KSPPS BMT Mandiri Sejahtera Jawa Timur” secara parsial dan simultan dengan data dari hasil kuisioner secara aksidental dengan sampel 100 anggota BMT dan diuji instrumen. Pengujian regresi berganda Y = a + b1.x1 +b2.x2 menghasilkan persamaan regresi berganda Y = 3,793 + 0,316 + 0,477, uji asumi klasik (normalitas multikoliniearitas, heteroskedastistas), dan uji hipotesis berdasar uji T ditemukan hipotesis pertama dan kedua diterima, kualitas pelayanan dan kepuasan masing-masing memengaruhi loyalitas dengan kualitas pelayanan lebih dominan mempengaruhi loyalitas. Hasil simultan hipotesis uji F kedua variabel bersama-sama berpengaruh terhadap loyalitas.

Kata Kunci: Kualitas Pelayanan, Kepuasan, Loyalitas, Baitul Maal Tamwil.

ABSTRACT

The purpose of the study is to find out whether service quality and satisfaction affect the loyalty of members of "KS PPS BMT Mandiri Sejahtera East Java" partially and simultaneously with data from the accidental questionnaire results, with a sample of 100 BMT members and tested by using some instruments. The multiple regression test of Y = a + b1.x1 +b2.x2 gave the multiple regression equation of Y = 3.793 + 0.316 + 0.477, and classic assumption test (multicollinearity normality, heteroscedasticity), and hypothesis testing based T- test found that the first and second hypotheses are accepted, and service quality and satisfaction each influence loyalty with service quality more dominantly affects loyalty. The simultaneous results of the two variables of F test hypothesis together have an effect on loyalty.

Keywords: Service Quality, Satisfaction, Loyalty, Baitul Maal Tamwil

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