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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING PADA BMT KAMPOENG SYARIAH

KEADABAN

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Title PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING PADA BMT KAMPOENG SYARIAH
 
Creator Rasidi, Moh.
Arifin, Maulana Syamsul
 
Description An increase in the number of BMT Kampoeng Syariah Paiton customers indicates that an increase in the number of these customers is related to customer loyalty. But the high demand for customers is not matched by an increase in service managers. So that the process of making money is experiencing a delay. The purpose of this study was to determine the effect of service quality on customer loyalty with satisfaction as an intervening variable. The population used is customers who use BMT Kampoeng Syariah Paitonlandline services. Based on the results of this study indicate (1) the first hypothesis of the service quality variable (X) to the satisfaction variable (Z) shows that service quality has a positive and significant effect on satisfaction; (2) the similarity hypothesis of the three service quality variables (X) and customer satisfaction with customer loyalty variables (Y) shows that service quality and customer satisfaction have a positive and significant effect on customer loyalty. In testing the direct and indirect effects, the service quality variable (X) on customer loyalty (Y) through satisfaction (Z) shows that satisfaction can mediate the relationship between service quality on customer loyalty with positive results
 
Publisher KEADABAN
 
Contributor —
 
Date 2021-06-06
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ejournal.unuja.ac.id/index.php/keadaban/article/view/2225
 
Source KEADABAN; Vol 1, No 2 (2020): Pemanfaatan Media dalam Pengembangan Keilmuan Bidang Sosial dan Humaniora
 
Language eng
 
Relation https://ejournal.unuja.ac.id/index.php/keadaban/article/view/2225/905
 
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