ANALISIS PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN DAN KUALITAS PRODUK TERHADAP LOYALITAS ANGGOTA (STUDI KASUS PADA BMT BERINGHARJO YOGYAKARTA)

MUHAMMAD LINGGAR JATI, NIM. 09390104 (2016) ANALISIS PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN DAN KUALITAS PRODUK TERHADAP LOYALITAS ANGGOTA (STUDI KASUS PADA BMT BERINGHARJO YOGYAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

BMT is a financial institution that cannot be separated from competition in financial institutions. Not just competing with fellow BMT, but also with microfinance institutions such as Islamic banks to micro and SRB are now starting to grow in many areas. By responding to a situation of intense competition, one of the efforts to be made by the BMT is to cultivate an attitude of loyalty to members of BMT. Cultivate an attitude of loyalty members in the era of business today is the immediate demands must be made by BMT, because by maintaining the loyalty of members of the existence of BMT will remain intact. This study aims to determine whether there is influence of service quality, corporate image and quality of service to a loyal member BMT Beringharjo. The population in this study is all members of BMT Beringharjo. The sample was 100 members of BMT Beringharjo drawn from the total population using random sampling techniques. Analysis of the data used in this study was to test the validity and reliability, the classic assumption test, multiple regression analysis, hypothesis testing through t test and F, as well as the coefficient of determination (R�). The results showed that the coefficient of determination R square shows the number 0.601. This means the dependent variable (loyalty member) influenced by independent variables (quality of service, corporate image and product quality) amounted to 60.1% and at 39.9% (100% - 60.1%) influenced by other variables. Based on the F test resultssimultaneously, independent variables (quality of service, corporate image and product quality) are significant have positive effect on the dependent variable (loyalty member). Partially, based on t test results, three variables have positive and significant effect on loyalty members.

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