ANALISIS KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH MELALUI DIMENSI CARTER PADA PT BANK MUAMALAT INDONESIA Tbk

Muhammad Imam Fauzi, NIM. 1620310068 (2019) ANALISIS KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH MELALUI DIMENSI CARTER PADA PT BANK MUAMALAT INDONESIA Tbk. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The purpose of this study is to determine the effect of service quality variabels which include compliance, assurance, reliability, tangible, empathy and responsiveness to customer loyalty from PT Bank Muamalat Indonesia Tbk. The methode used is a method developed by Othman and Owen (2001). The population in this study were customer of PT Bank Muamalat Indonesia Tbk with a sampling technique using a purposive sampling method with a total of 100 respondents. The data analysis method used in this study is multiple linear regression analysis. The results of this study indicate that only the variabels of reliability and empathy are influential which on customer loyalty have a significant effect. While the variables of compliance, assurance, tangible and responsiveness do not have a significant influence on customer loyalty.

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