PUTRI SITI KAMELIAH, NIM. 15820166 (2019) PENGARUH KUALITAS LAYANAN, NILAI NASABAH, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH DENGAN MENGGUNAKAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.
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Text (PENGARUH KUALITAS LAYANAN, NILAI NASABAH, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH DENGAN MENGGUNAKAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING)
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Text (PENGARUH KUALITAS LAYANAN, NILAI NASABAH, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH DENGAN MENGGUNAKAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING)
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Abstract
This study aims to determine the effect of service quality, customer value, and company image on customer loyalty by using customer satisfaction as an intervening variable for Bank Muamalat KC Purwokerto customers. This research is a causal study which aims to find out whether one variable can affect other variables. The sample in this study were 100 respondents using the area sample method. The data in this study were obtained through a questionnaire. The data analysis method used in this study is validity test, reliability test, classic assumption test, and path analysis test with IBM SPSS 20. The research shows that service quality, customer value and company image variables have a positive and significant effect on customer satisfaction. Customer value variables, and company image have a positive and significant effect on customer loyalty. Service quality variables do not affect customer loyalty. And customer satisfaction is not significant as a mediating variable between service quality, customer value, and company image of customer loyalty.
| Item Type: | Thesis (Skripsi) |
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| Additional Information: | JOKO SETYONO, S.E., M.S.i |
| Uncontrolled Keywords: | Quality Service, Customer Value, Company Image, customer Satisfaction, and Customer Loyalty |
| Subjects: | Perbankan Syariah |
| Divisions: | Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1) |
| Depositing User: | Drs. Mochammad Tantowi, M.Si. |
| Date Deposited: | 01 Apr 2019 08:25 |
| Last Modified: | 01 Apr 2019 08:25 |
| URI: | http://digilib.uin-suka.ac.id/id/eprint/34251 |
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