PENGARUH RELATIONSHIP MARKETING DAN SERVICE QUALITY TERHADAP LOYALITAS NASABAH BANK SYARIAH MANDIRI KCP KALIURANG

SEPTI LAKSANAWATI, NIM. 12820014 (2016) PENGARUH RELATIONSHIP MARKETING DAN SERVICE QUALITY TERHADAP LOYALITAS NASABAH BANK SYARIAH MANDIRI KCP KALIURANG. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

[img]
Preview
Text (PENGARUH RELATIONSHIP MARKETING DAN SERVICE QUALITY TERHADAP LOYALITAS NASABAH BANK SYARIAH MANDIRI KCP KALIURANG)
12820014_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf

Download (2MB) | Preview
[img] Text (PENGARUH RELATIONSHIP MARKETING DAN SERVICE QUALITY TERHADAP LOYALITAS NASABAH BANK SYARIAH MANDIRI KCP KALIURANG)
12820014_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf
Restricted to Registered Academicians of UIN Sunan Kalijaga Only

Download (2MB)

Abstract

The development of Islamic banking is increasing nowadays. Hence, each company needs to work more professional and to apply a good strategy so they can keep their competence and existance in the business. A fidelity or loyalty becomes very important, not only as a measure of marketing success but also as a determination of company's existence. Relationship marketing paradigm is now closely linked to customer loyalty, where the factor of relationship marketing which consists of trust, commitment, communication, and conflict handling are considered to have an influence on customer loyalty. This study aims to determine how the influence of relationship marketing (trust, commitmen, communication, and conflict handling) and service quality on customer loyalty of Bank Syariah Mandiri KCP Kaliurang. This research is a field research with the data sources which are obtained directly from customers of Bank Syariah Mandiri KCP Kaliurang as the object of research by using questioners or questions. The samples are 100 clients, who come directly to the office of Bank Syariah Mandiri KCP Kaliurang on 28 March up to 30 March, 2016. The analytical method used is validity, reliability, classical assumptions and multiple linear regression analysis. The results of this study shows that simultaneously variable trust, commitment, communication, conflict handling, and service quality significantly affect customer loyalty of Bank Syariah Mandiri KCP Kaliurang together with F count on ANOVA test is 27 803 with a probability level of significance in the mount of 0.000. Partially it is found that there is no significant association among the influence of variables; trust, communication, and conflict handling on customer loyalty of Bank Syariah Mandiri KCP Kaliurang. The variables which have a significant influence are variable of commitment and service quality on customer loyalty of Bank Syariah Mandiri KCP Kaliurang.

Item Type: Thesis (Skripsi)
Additional Information / Pembimbing: M. KURNIA RAHMAN ABADI, S.E., M.M.
Uncontrolled Keywords: relationship marketing, service quality, and customer loyalty
Subjects: Perbankan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1)
Depositing User / Editor: Miftahul Ulum [IT Staff] ---- youtube : ulum virgo -------- Facebook : digilibuin
Date Deposited: 01 Aug 2016 14:19
Last Modified: 01 Aug 2016 14:19
URI: http://digilib.uin-suka.ac.id/id/eprint/21234

Actions (login required)

View Item View Item