Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah

Kurniasih Kurniasih ; Esti Dwi Rahmawati ; Khabib Alia Akhmad
Jurnal Pemimpin Bisnis Inovatif 📅 2024 Vol 1, No 4 🔗 DOI: 10.61132/jpbi.v1i4.300
Abstract
Since its establishment, Islamic banks have experienced growth, especially in Indonesia with the largest Muslim population in the world who want an interest-free economic system (riba). This study aims to determine the relationship between Service Quality and Trust on Customer Loyalty through Satisfaction as an intervening variable. The sample was taken using a purposive sampling technique of 97 respondents, with data collected through a Likert scale questionnaire. This study is quantitative and analyzed using the Structural Equation Modeling (SEM PLS) 4.0 method. The results of the analysis show that Service Quality and Trust have a significant effect on Satisfaction, Trust has a significant effect on Customer Loyalty, while Service Quality does not have a significant effect on Customer Loyalty, Satisfaction has a significant effect on Customer Loyalty, Satisfaction is able to mediate the effect of Service Quality and Trust on Customer Loyalty.
Keywords
Service Quality; Trust; Customer Loyalty; Satisfaction
How to Cite

Kurniasih Kurniasih, et al. (2024). Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah. Jurnal Pemimpin Bisnis Inovatif, 1(4). https://doi.org/10.61132/jpbi.v1i4.300

Kurniasih Kurniasih; Esti Dwi Rahmawati; Khabib Alia Akhmad, "Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah," Jurnal Pemimpin Bisnis Inovatif, vol. 1, no. 4, 2024.

Kurniasih Kurniasih; Esti Dwi Rahmawati; Khabib Alia Akhmad. "Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah." Jurnal Pemimpin Bisnis Inovatif, vol. 1, no. 4, 2024.

Kurniasih Kurniasih; Esti Dwi Rahmawati; Khabib Alia Akhmad. "Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah." Jurnal Pemimpin Bisnis Inovatif 1, no. 4 (2024).

Kurniasih Kurniasih, et al. (2024) 'Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah', Jurnal Pemimpin Bisnis Inovatif, 1(4). doi: 10.61132/jpbi.v1i4.300.

Kurniasih Kurniasih; Esti Dwi Rahmawati; Khabib Alia Akhmad. Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah. Jurnal Pemimpin Bisnis Inovatif. 2024;1(4).

Artikel Terkait

Peran Kepemimpinan Mengintegrasikan AI dalam Meningkatkan Kinerja Organisasi

Ananda Celosia; Melinda Kusuma Putri; Kasana Bintang Rajasa; Mochammad Isa Anshori

The Role of Artificial Intelligence(AI) in Supporting Leadership Decision Making

Delia Septi Catur Farawati; Nisrina Ainul Kamila Ariyanti; Nawfal Faiz Abyaz; Mochammad Isa Anshori

Pengaruh Profitabilitas dan Leverage terhadap Nilai Perusahaan dengan Ukuran perusahaan sebagai Variabel Intervening: Studi kasus perusahaan index LQ45 yang terdaftar di Bursa Efek Indonesia periode 2018-2022

Alhoi Andrew Jefferson; Darwin Lie; Hendry; Merry Rusida

HR Metaverse Leadership: Mengelola Identitas dan Budaya Kerja di Ruang Kantor Virtual 3D : (Fokus: Bagaimana pemimpin SDM membangun loyalitas saat interaksi dilakukan melalui avatar)

Moh Choirus Samroni; Arikatul Jannah; Najnatul Mismah; Mochammad Isa Anshori

Longevity Leadership: Strategi SDM Mengelola Pemimpin Senior dan Tantangan Silver Economy dalam Suksesi Kepemimpinan

Siti Rahmadani; Yoga Prastiyo; Rania Shabira Aryani; Mochammad Isa Anshori

System CEISA 4.0 dalam Pengelolaan Data Manifest Inward dan Outward pada Kantor Bea Cukai Batam oleh PT. Surya Samudera Indah Batam

Hartanta Capah; Syarifur Ridho; Taruna Taruna
Tren Sitasi Jurnal