FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH BANK BNI SYARIAH MAGELANG

FEBRI KURNIAWAN, NIM. 12820055 (2019) FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH BANK BNI SYARIAH MAGELANG. Skripsi thesis, FAKULTAS EKONOMI DAN BISNIS.

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Abstract

This research was conducted to determine what factors can influence customer loyalty, especially from the two variables tested, service quality and company image. The case study in this study is the BNI Syariah Magelang Bank customers. This type of research is an associative research (relationship) with quantitative analysis methods that aim to determine the relationship between two or more variables. This study uses probability sampling techniques using random samples or random samples with 95 respondents of BNI Syariah Magelang customers. The Adjust R Square results of this study indicate that service quality and company image significantly influence customer loyalty because it has a value of 0.491 (49.1%) of 100%. Simultaneously or F Test the quality of service and company image have a significant effect because it obtained a significance value of F of 0,000 or F calculated of 46.292. However, from the T-Test or partial, service quality does not significantly influence customer loyalty, because the sig value is obtained. greater than 0.05 which is 0.300. And the company image, partial test or T test has a significant effect because the sig value is obtained. smaller than 0.05 which is 0,000.

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