Pengaruh PAKSERV terhadap customer satisfaction dan dampaknya terhadap customer loyalty ada Bank Syariah di DKI
Info Katalog
File Repositori
Nomor Panggil : 2016-TA-MJ-022121223
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2016
Pembimbing 1 : Farida Jasfar
Subyek : Perceived Service Quality
Kata Kunci : customer satisfaction, customer loyalty.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2016_TA_MJ_022121223-Halaman-Judul.pdf | 20 | |
| 2. | 2016_TA_MJ_022121223_Bab-1.pdf1.pdf | 15 | |
| 3. | 2016_TA_MJ_022121223_Bab-2.pdf1.pdf |
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| 4. | 2016_TA_MJ_022121223_Bab-3.pdf1.pdf |
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| 5. | 2016_TA_MJ_022121223_Bab-4.pdf1.pdf |
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| 6. | 2016_TA_MJ_022121223_Bab-5.pdf1.pdf |
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| 7. | 2016_TA_MJ_022121223_Daftar-Pustaka.pdf1.pdf | 3 | |
| 8. | 2016_TA_MJ_022121223_Lampiran.pdf1.pdf |
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P enelitian ini bertujuan untuk menguji pengaruh PAKSERV terhadap customer satisfaction dan dampaknya terhadap customer loyalty. PAKSERV terdiri dari enam dimensi yaitu tangibility, reliability, assurance, sincerity, personalization, formality. Customer satisfaction berperan sebagai perantara dalam penelitian ini.Sampel yang digunakan dalam penelitian ini merupakan individu yaitu nasabah Bank Syariah di DKI yang meliputi Bank Syariah BNI, Bank Syariah Mandiri, Bank Syariah BRI, Bank Syariah BCA, Bank Syariah Bukopin, dan Bank Syariah Muamalat. Sampel diambil berdasarkan purposive sampling. Total sampel yang digunakan terdiri dari 249 orang responden. Pendekatan penelitian ini adalah penelitian kualitatif dengan pengujian hipotesis. Metode analisis data yang digunakan dalam penelitian ini adalah Structural Equation Model (SEM).Hasil penelitian menunjukan bahwa PAKSERV yang terdiri dari enam dimensi yaitu tangibility, reliability, assurance, sincerity, personalization dan formality terbukti memiliki pengaruh yang positif dan signifikan terhadap customer loyalty. Dapat disimpulkan bahwa PAKSERV dapat meningkatkan customer loyalty.
T his study aimed to examine the effect of PAKSERV to customer satisfaction and its impact on customer loyalty. PAKSERV is composed of six dimensions, ie tangibility, reliability, assurance, sincerity, personalization, formality. Customer satisfaction plays a role as an intermediary in ini.Sampel research used in this study is the individual that is a customer of Bank DKI Syariah covering Islamic Bank BNI, Bank Syariah Mandiri, Bank Syariah BRI, Bank BCA Syariah, Bank Syariah Bukopin, and Bank Syariah Muamalat. Samples were taken by purposive sampling. The total sample consisted of 249 respondents. This research approach is qualitative research with hypothesis testing. Methods of data analysis used in this research is Structural Equation Model (SEM) The results of the study showed that PAKSERV consisting of six dimensions, ie tangibility, reliability, assurance, sincerity, personalization and formality proven to have a positive and significant impact on customer loyalty. It can be concluded that PAKSERV can increase customer loyalty.
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