PENGARUH RELATIONSHIP QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA BANK SYARIAH MANDIRI KCP KALIURANG YOGYAKARTA

NOFRIANI, NIM. 13820176 (2017) PENGARUH RELATIONSHIP QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA BANK SYARIAH MANDIRI KCP KALIURANG YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Key relationship marketing success is its implementation through connectedness quality or relationship quality Consisting trust, commitment, and satisfaction. The study the three components used to review predicting customer loyalty. Relationship quality is a series of interactions company between customer term relationships certain to review quality the goals together. This study aimed to analyze the influence of relationship quality on customer loyalty through customer satisfaction at Bank Syariah Mandiri Branch Kaliurang Yogyakarta. This study also aims to analyze the influence of relationship quality on customer loyalty and analyze customer satisfaction mediates the relationship to relationship quality on customer loyalty at Bank Syariah Mandiri Branch Kaliurang Yogyakarta. This study used a model of relationship quality of the which uses two independent variables items, namely: trust and commitment. The sampling technique used in this study is the purposive sampling technique. Determination of the respondents in this study were those who had used the services of Bank Syariah Mandiri Branch Kaliurang Yogyakarta. there are 80 respondents who participate in this research. This method of data analysis study using Moderated Regression Analysis (MRA) with 5 % significant. There is positive influence of trust of customer loyalty, this is evidenced sign 0,011 < 0,05 therefore H1 accepted. There is positive influence of commitment of customer loyalty, this is evidenced sign 0,011 < 0,05 therefore H2 accepted. There is positive influence of customer loyalty, this is evidenced sign 0,047 < 0,05 therefore H3 accepted. The results of Moderated Regression Analysis (MRA) H4 and H5 shows that the variable of trust and commitment have a positive influence on customer loyalty through customer satisfaction as moderating variable.

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