An’nissa Miftahusnika Islami Muhsin, NIM.: 22208011014 (2025) DETERMINAN KEPUASAN DAN LOYALITAS NASABAH BANK SYARIAH INDONESIA. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.
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Text (DETERMINAN KEPUASAN DAN LOYALITAS NASABAH BANK SYARIAH INDONESIA)
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Abstract
High competition in the banking industry, especially Islamic banking, requires knowing the factors that influence customer satisfaction and loyalty in order to survive in the midst of this competition. This study aims to determine the factors that cause satisfaction and loyalty of Bank Syariah Indonesia customers in Java. This research is a quantitative research which analyzed with the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The sample used in this study were Bank Syariah Indonesia customers in Java. The results of the study indicate that just service quality and conflict handling that have a positive and significant effect on customer satisfaction of Bank Syariah Indonesia in Java. Meanwhile, customer loyalty itself in this study is only influenced by the satisfaction variable. The variables of corporate image, trust, commitment and communication are not proven to have an influence on either customer satisfaction or loyalty of Bank Syariah Indonesia in Java.
Item Type: | Thesis (Masters) |
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Additional Information / Supervisor: | Dr. Joko Setyono, SE, M.Si |
Uncontrolled Keywords: | Kualitas Layanan, Citra Perusahaan, Penanganan Konflik |
Subjects: | 200 Agama > 297 Agama Islam > 297.273 Islam dan Ilmu Ekonomi, Perbankan Syariah, Lembaga Keuangan Syariah |
Divisions: | Fakultas Ekonomi dan Bisnis Islam > Ekonomi Syariah (S2) |
Depositing User: | Muh Khabib, SIP. |
Date Deposited: | 04 Feb 2025 14:32 |
Last Modified: | 04 Feb 2025 14:32 |
URI: | http://digilib.uin-suka.ac.id/id/eprint/69785 |
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