relation: https://digilib.uin-suka.ac.id/id/eprint/53648/
title: MODEL KEPUASAN NASABAH PADA PERBANKAN SYARIAH DI MADURA
creator: Anna Zakiyah Hastriana, NIM.: 1530316011
subject: Perbankan Syariah
description: This study aims to examine the effect of exogenous variables in the  form of trust, service quality, and relational marketing on the endogenous  variable of maṣlaḥah satisfaction, the effect of exogenous variables of  relational marketing on the endogenous variable of customer loyalty, and  the effect of the endogenous variable of maṣlaḥah satisfaction on the  endogenous variable of customer loyalty at Islamic banks in Madura. One  of the novelties in this research is to formulate satisfaction in an Islamic  way which is then given the name maṣlaḥah satisfaction theory. This is  due to the measurement of customer satisfaction used by researchers  currently still using measurements from Oliver’s theory, The Expectancy-  Disconfirmation Paradigm.  This type of research is survey research using a quantitative  approach. The type of data used is the type of primary data with the data  source of Islamic bank customers in Madura. The sampling technique  used is purposive sampling by screening respondents who make  transactions for at least 6 months at Islamic banks in Madura, as many as  120 samples. The data analysis technique in this study uses SEM  (Structural Equation Modeling) using the Smart-PLS version 3.2.9  program.  An important finding in this study is that there is a positive and  significant correlation between service quality, relational marketing, and  maṣlaḥah satisfaction. There is also a positive and significant correlation  between relational marketing and maṣlaḥah satisfaction with the loyalty  of Islamic bank customers in Madura. The correlation between maṣlaḥah  satisfaction and loyalty is the closest correlation. Service quality and  relational marketing need to be improved in order to obtain and maintain  long-term correlations between Islamic banks and customers through  maṣlaḥah satisfaction and loyalty. Meanwhile, it was found that there was  no correlation between trust and maṣlaḥah satisfaction. Therefore,  Islamic banks should give satisfaction to customers first so that it will  then have an impact on customer loyalty. Trust will not be beneficial if  customers have the knowledge and are able to control the activities of  Islamic banks that are different from their competitors in terms of values  based on Islamic teachings.
date: 2022-08-23
type: Thesis
type: NonPeerReviewed
format: text
language: id
identifier: https://digilib.uin-suka.ac.id/id/eprint/53648/1/1530316011_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
format: text
language: id
identifier: https://digilib.uin-suka.ac.id/id/eprint/53648/2/1530316011_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf
identifier:   Anna Zakiyah Hastriana, NIM.: 1530316011  (2022) MODEL KEPUASAN NASABAH PADA PERBANKAN SYARIAH DI MADURA.  Doctoral thesis, UIN SUNAN KALIJAGA YOGYAKARTA.