Pengaruh Kualitas Layanan, Kepercayaan, Dan Kepuasan Terhadap Loyalitas Nasabah

Studi Kasus Bank Sumut Syariah KCP Lubuk Pakam

Authors

  • Dui April Yani Simangunsong Universitas Islam Negeri Sumatera Utara
  • Annio Indah Lestari Nasution Universitas Islam Negeri Sumatera Utara
  • Muhammad Lathief Ilhamy Nasution Universitas Islam Negeri Sumatera Utara

DOI:

https://doi.org/10.59841/jureksi.v1i4.435

Keywords:

Service Quality, Trust, Satisfaction and Customer Loyalty

Abstract

Dui April Yani Simangunsong's research (2023) Thesis entitled "The Influence of Service Quality, Trust, and Satisfaction on Customer Loyalty (Case Study of Bank Sumut Syariah Kcp Lubuk Pakam)" with thesis supervisor 1 Mrs. Annio Indah Lestari, M,Si and supervisor 2 Mr. Muhammad Lathief Ilhamy Nasution, M.E.I This research aims to examine the influence of service quality, trust and satisfaction on customer loyalty (case study of Bank Sumut Syariah Kcp Lubuk Pakam) both partially and simultaneously. The type of research used is quantitative research with questionnaire data collection techniques with Likert scale measurements. The subjects used in this research were customers who saved at the North Sumatra Sharia Bank as many as 100 respondents and were taken using sampling techniques. Data analysis techniques using Spss statistics 25. The results of this research show that: first, Service Quality has a positive and significant effect on Customer Loyalty, with a value of tcount > ttable (9.575 > 1.661) and a significant value of 0.042 < 0.05. Second, Trust has a positive and significant effect on Customer Loyalty with a value of tcount > ttable (8.748 > 1.661) and a significant value of 0.026 < 0.005. Third, satisfaction has a positive and significant effect on customer loyalty with a value of tcount > ttable (7.300 > 1.661) and a significant value of 0.037 < 0.005. Fourth, Service Quality, Trust and Satisfaction, on Customer Loyalty with a value of Fcount > Ftable (37.449 > 2.47) and a significant value of 0.000 < 0.005.

References

Andriyani, M., & Ardianto, R. (2020). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(02), 133–140. https://doi.org/10.37366/ekomabis.v1i02.73

Antonio, M. S. (2001). Bank Syriah.

Abdullah. (2015). Metodologi Penelitian Kuantitatif. Yogyakarta: Aswaja Pressindo Aziz, N., & Hendrastyo, V. S. (2020). Pengaruh Kualitas Layanan, Kepercayaan Dan

Promosi Terhadap Minat Nasabah Menabung Pada Bank Syariah Cabang Ulak Karang Kota Padang. Jurnal Pundi, 3(3), 227. https://doi.org/10.31575/jp.v3i3.183

Barnes. (2003). Secret Of Customer Relationship Management (Rahasia Manajemen Hubungan Pelanggan).

Basuki, A. T., & Yuliadi, I. (2015). Electronic Data Processing (SPSS 15 dan EVIEWS 7). Danisa Media.

Darwin, S., & Kunto, Y. S. (2014). Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Dan Kepercayaan Pelanggan Sebagai Variabel Intervening Pada Asuransi Jiwa Manulifindonesia – Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–12.

Fandy Tjiptono. (2011). Pemasaran Jasa. Bayumedia, 237.

Hafidz, G. P., & Muslimah, R. U. (2023). Pengaruh Kualitas Layanan, Citra Merek, Kepercayaan Pelanggan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Produk Herbalife. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 7(1), 253–274. https://doi.org/10.31955/mea.v7i1.2912

Hapsari, I., & Murini, M. (2022). Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari. Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH), 4(2), 88–95. https://doi.org/10.51454/jimsh.v4i2.699

Herawati, N., Hidayat, A., & Suwarsito, S. (2018). Analisis Pengaruh Kualitas Layanan Dan Harga Terhadap Kepuasan Pelanggan. Jurnal Mitra Manajemen, 2(5), 522– 535. https://doi.org/10.52160/ejmm.v2i5.157

Husein, U. (2003). Metode Riset dan Perilaku Konsumen Jasa. Jasfar, F. (2002). 544-Article Text-1504-1-10-20191105.pdf.

Mashuri, M. (2020). Analisis Dimensi Loyalitas Pelangan Berdasarkan Perspektif Islam. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 9(1), 54–64. https://doi.org/10.46367/iqtishaduna.v9i1.212

Masitoh, M. R., Wibowo, H. A., & Ikhsan, K. (2019). Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, dan Kepercayaan Merek Terhadap Loyalitas Pelanggan Pada Pengguna Aplikasi Mobile Shopee. Sains Manajemen, 5(1), 101–119. https://doi.org/10.30656/sm.v5i1.1515

Monica, A. C., & Arafah, S. (2020). Pengaruh Kualitas Pelayanan, Kepuasan Dan Kepercayaan Terhadap Loyalitas Nasabah (Studi Kasus Pt. Bank Syariah Mandiri Kc Medan Aksara). Jurnal Mahasiswa Fakultas Ekonomi Dan Bisnis, 1(1), 639– 648. https://e-journal.potensi-utama.ac.id/ojs/index.php/FEB/article/view/796

Munawaroh. (2018). Penerapan Nilai Islam Pada Bank Syariah dan Pengaruhnya Terhadap Loyalitas Nasabah Masyarakat Medan. Uin, 162.

Nawangsari, S., & Widiastuti, R. (2018). Analisis Pengaruh Kualitas Layanan, Kepercayaan Dan Layanan Mobile Banking Terhadap Kepuasan Nasabah Bank (Studi Kasus Pada Pt Bank Dki – Depok). Sebatik, 22(2), 51–55. https://doi.org/10.46984/sebatik.v22i2.307

Information and Modeling, 53(9), 1689–1699.

Oktaviani, N. V, Santoso, A., & ... (2021). Pengaruh Good Corporate Governance Terhadap Loyalitas Nasabah Bank Syariah Indonesia KC Kediri Trade Center. Risk: Jurnal Riset Bisnis …, 2. http://ojs.unik-kediri.ac.id/index.php/risk/article/view/2176%0Ahttp://ojs.unik- kediri.ac.id/index.php/risk/article/download/2176/1850

Program, D., Manajemen, S., Program, A., & Manajemen, S. (2019). Pengaruh Kualitas Pelayanan Frontliner Terhadap. 10(2).

Purwanto, N. (2019). Variabel Dalam Penelitian Pendidikan. Jurnal Teknodik, 6115, 196–215. https://doi.org/10.32550/teknodik.v0i0.554

Rafidah. (2014). 220478-Kualitas-Pelayanan-Islami-Pada-Perbankan. Nalar Fiqh, 10(2), 113–126.

Rambat Lupiyoadi, & Hamdani, D. A. (2011). Manajemen pemasaran jasa (Ed. 2). Rukmiati Rumadan, Noor Shodiq Askandar, dan M. A. (2018). Pengaruh

Implementasi Syariah Governance Terhadap Loyalitas Nasabah. E-JRA Vol. 07 No. 01 Agustus 2018, 07(01), 32–45.

Santoso, S. (2018). Menguasai Statistik Dengan SPSS 25. PT. Elex Media Komputindo.

Sugiyono. 2008. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung : ALFABETA

Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Sunyoto, Danang. 2014. Konsep Dasar Riset Pemasaran dan Perilaku Konsumen.

Cetakan ke-2. Yogyakarta: CAPS (Center for Academic PublishingService)

Downloads

Published

2023-10-02

How to Cite

Dui April Yani Simangunsong, Annio Indah Lestari Nasution, & Muhammad Lathief Ilhamy Nasution. (2023). Pengaruh Kualitas Layanan, Kepercayaan, Dan Kepuasan Terhadap Loyalitas Nasabah : Studi Kasus Bank Sumut Syariah KCP Lubuk Pakam. Journal of Islamic Economics and Finance, 1(4), 153–173. https://doi.org/10.59841/jureksi.v1i4.435

Similar Articles

1 2 3 4 > >> 

You may also start an advanced similarity search for this article.