PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN, DAN RELIGIUSITAS TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL MODERASI (STUDI KASUS PADA BANK SYARIAH MANDIRI KCP KALIURANG)

NUR SITI FATIMAH, NIM. 12820025 (2016) PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN, DAN RELIGIUSITAS TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL MODERASI (STUDI KASUS PADA BANK SYARIAH MANDIRI KCP KALIURANG). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This research purposes to examine service quality, corporate image, and religiousity effect toward customer loyalty of Bank Syariah Mandiri KCP Kaliurang in which cuatomer satisfaction is use as its moderation variable. The sample of this research are 100 respondents that are customers of Bank Syariah Mandiri with the period more than one year. The sampling technique uses purposive sampling method. This research is a field research with quantitative approach. The data are primary data and secondary data. The primary data is obtained based on respondents' answers to a distributed questionnaire. This study uses multiple linear regression analysis and Moderated Regression Analysis in which data processing uses SPSS 16.0 for Windows. As the result, it shows that the service quality, corporate image, and religiousity simultaneously affect the customer loyalty. Meanwhile, the partial test shows that the variable of service quality and religiousity effect the customer loyalty significantly. Custemer satisfaction is able to moderate connection between service quality, corporate image, and religious and customer loyalty. The coefficient of determination (Adjusted ) value is 0.163 or 16,3% and the remaining is 83,7% which is influenced by other variables that can affect the interest.

Item Type: Thesis (Skripsi)
Additional Information: Ruspita Rani Pertiwi, S.Psi, M.M.
Uncontrolled Keywords: service quality, corporate image, religiousity, customer satisfaction, customer loyalty.
Subjects: Perbankan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1)
Depositing User: Miftahul Ulum [IT Staff]
Date Deposited: 01 Aug 2016 14:22
Last Modified: 01 Aug 2016 14:22
URI: http://digilib.uin-suka.ac.id/id/eprint/21236

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