PENGARUH SHARIAH RELATIONSHIP MARKETING TERHADAP LOYALITAS DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA BPRS MERU SANKARA)

ARINA NURUL LATHIFAH, NIM. 12820051 (2016) PENGARUH SHARIAH RELATIONSHIP MARKETING TERHADAP LOYALITAS DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA BPRS MERU SANKARA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

In an Islamic banking, shariah relationship marketing is very important to provide excellence of products that will be the difference between Islamic banks and conventional. Consistency regarding sharia compliance at Islamic banks must be maintained in order to meet the desired expectations of the community over the years. Shariah relationship marketing will be a solution to public expectations. This research was conducted to analyze the effect of shariah relationship marketing to customer loyalty with customer satisfaction as an intervening variable . In this research, using three-dimensional relationship marketing there is, shariah shariah compliance, empathy, and responsiveness. This research is a field research conducted in BPRS Meru Sankara , Mungkid, Magelang Regency. The population of this research are all customers of BPRS Meru Sankara. Mechanical sampling was done by using purposive sampling of 100 respondents. Results of testing the model (F test) showed that the variables simultaneously shariah compliance, empathy, responsiveness, and satisfaction positively affects customer loyalty . The result of partial test (t test ) to the loyalty showed that the only variable shariah compliance that does not significantly affect with customer loyalty, while variable empathy, responsiveness, and customers satisfaction and significant positive effect on loyalty. The test results partial (t test ) to the customers satisfaction of showing that the only variables were not significant is responsiveness while variable shariah compliance and empathy positive and significant impact on customers satisfaction . Whereas in the path analysis shows that all the variables shariah compliance, empathy, and responsiveness positive and significant impact on customers loyalty and customers satisfaction as an intervening variable .

Item Type: Thesis (Skripsi)
Additional Information: KURNIA RAHMAN ABADI, S.E., M.M.
Uncontrolled Keywords: shariah compliance, empathy, dan responsiveness, customer loyalty, and customer loyalitas
Subjects: Perbankan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1)
Depositing User: Miftahul Ulum [IT Staff]
Date Deposited: 01 Aug 2016 15:01
Last Modified: 01 Aug 2016 15:01
URI: http://digilib.uin-suka.ac.id/id/eprint/21249

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