ANALISIS PENGARUH STRATEGI UNCONDITIONAL SERVICE GUARANTEES, SERVICE CONVENIENCE, PRODUCT PERFORMANCE, DAN COST TERHADAP SUSTAINABILITY CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING

MILLATUL WIRDA, NIM. 15820173 (2019) ANALISIS PENGARUH STRATEGI UNCONDITIONAL SERVICE GUARANTEES, SERVICE CONVENIENCE, PRODUCT PERFORMANCE, DAN COST TERHADAP SUSTAINABILITY CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

In the world of marketing, especially in a marketing service, it requires an effective strategy to integrate elements that support satisfaction, which in the end will be able to build a loyalty that is not only momentary but sustainability. However, seeing the increasingly competitive and very competitive world of banking companies as it is today requires companies as it is today requires companies to really be able to prioritize customers for the sake of satisfaction in using product and services offered. Nevertheless, fostering customer satisfaction does not necessarily immediately make customers loyal. Happened because not always increased satisfaction was also able to increase customer loyalty. This is due to the evistence of motives of consumer behaviour both internal (true variety seeking behavior) and external (derived varied behavior). This research is a survey research conducted at Bank Syariah Mandiri KCP Kaliurang Yogyakarta by using a sample of 100 respondents. This study was conducted to analyse the effect of unconditional service guarantees, service convenience, product performance, and cost on sustainability customer loyalty with customer satisfaction as an intervening variable. In this study, the unconditional service guarantees, service convenience, producr performance did not effect sustainability customer loyalty, but only the cost variable can be influence and significant. Whereas in customer satisfaction, service convenience variables, product performance and cost can influence and significantly affect customer satisfaction, while for unconditional service guarantees variables have a negative and not significant effect on customer satisfaction. Than the customer satisfaction variable proved to have no significant effect on sustainability customer loyalty, so this is what makes satisfaction not always able to mediate loyalty.

Item Type: Thesis (Skripsi)
Additional Information / Pembimbing: DIAN NURIYAH SOLISSA, S.H.I., M.Si
Uncontrolled Keywords: Unconditional Service Guarantees, Service Convenience, Product Perforamance, Cost, Sustainability Customer Loyalty, Intervening
Subjects: Perbankan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1)
Depositing User / Editor: Drs. Mochammad Tantowi, M.Si.
Date Deposited: 01 Apr 2019 08:31
Last Modified: 01 Apr 2019 08:31
URI: http://digilib.uin-suka.ac.id/id/eprint/34253

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