PENGARUH SERVICE QUALITY, COMPANY IMAGE, CUSTOMER TRUST DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY (STUDI KASUS BPRS SURIYAH CABANG TEGAL)

ADE RUPIANA, NIM. 15820010 (2020) PENGARUH SERVICE QUALITY, COMPANY IMAGE, CUSTOMER TRUST DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY (STUDI KASUS BPRS SURIYAH CABANG TEGAL). Skripsi thesis, UNIVERSITAS ISLAM NEGERI SUNAN KALIJAGA.

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Abstract

Customer loyalty in the era of business competition to the attention of various businesses, including Islamic banking industry. In Islamic banking customer loyalty it a priority to ensure the sustainability of the Islamic bank. Various strategies of Islamic banking is done to created loyal customers, such as improving service quality, company image, customer trust and satisfaction. The purpose of this study is to examine the factors that affect customer loyalty to he Bank of the people's Islamic Financing (BPRS) Suriyah Tegal Branch. These factors are in service quality, company image, customer trust and satisfaction. The method used is quantitative research with survey method. The respondent amounted to 82 people from BPRS Suriyah Tegal Branch customers selected through random sampling and accident. Data were collected using a questionnaire. Data were analyzed using multiple linear regression. The results showed that there is positive and significant correlation between service quality, company image, customer trust and satisfaction of the customer loyalty SRB Tegal Branch Suriyah both simultaneously. Partially, variable service quality, company image, customer trust and satisfaction also affect loyalty. This means that the performance of service, company image, customer trust and customer satisfaction has a positive effect on customer loyalty in BPRS Suriyah Tegal Branch.

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