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Assembled for Use Pub Date : 2021-11-30 DOI: 10.2307/j.ctv22fqbn4.11

Beth Rivkah School

{"title":"ACCOUNT:","authors":"Beth Rivkah School","doi":"10.2307/j.ctv22fqbn4.11","DOIUrl":"https://doi.org/10.2307/j.ctv22fqbn4.11","url":null,"abstract":"The purpose of this study is, first, to prove that service performance has a significant direct influence on the customer satisfaction of sharia’h banks in the city of Palembang, second, proving that service performance has a direct and significant influence on loyalty. Shari'ah Bank customers in Palembang City, thirdly, prove that customer satisfaction has a significant direct influence on customer loyalty of Sharia banks in Palembang City, fourth. knowing the role of customer satisfaction as an intervening variable on the effect of service performance / service performance on customer loyalty of Shari’ah banks in Palembang City. This research was conducted at Sharia banks in Palembang City (BNI Syari'ah, Sumari Syari'ah Bank, BRI Syariah Bank, Bank BTN Syariah, Mandiri Bank Syariah) by involving customers who have made transactions with the bank, so they already feel the service performance of the bank. Sampling using nonprobability sampling technique with accidental sampling. The variables used are Banking Service Quality (BSQ), customer satisfaction and customer loyalty. Statistical analysis is used to test hypotheses using analysis. The results showed that Service Performance had a positive effect on Customer Satisfaction, Customer Satisfaction had a positive effect on Customer Loyalty. Customer Satisfaction mediated the effect of Service performance on Customer Loyalty. Key Word: Banking Service Quality (BSQ), customer satisfaction, loyalitas nasabah, customer loyalty ABSTRAK Tujuan Penelitian ini adalah, pertama, membuktikan bahwa service performance/kinerja pelayanan mempunyai pengaruh secara langsung yang signifikan terhadap kepuasan nasabah Bank-bank syari’ah di Kota Palembang, kedua, membuktikan bahwa service performance/kinerja pelayanan mempunyai pengaruh secara langsung yang signifikan terhadap loyalitas nasabah Bank-bank syari’ah di Kota Palembang, ketiga, membuktikan bahwa kepuasan nasabah mempunyai pengaruh secara langsung yang signifikan terhadap loyalitas nasabah Bank-bank syari’ah di Kota Palembang, keempat. mengetahui peran kepuasan nasabah sebagai intervening variable atas pengaruh service performance/kinerja pelayanan terhadap loyalitas nasabah bank-bank Syari’ah di Kota Palembang. Penelitian ini dilakukan pada bank-bank Syari’ah di Kota Palembang (BNI Syari’ah, Bank Sumsel Syari’ah, Bank BRI Syariah, Bank BTN Syariah, Bank Mandiri Syariah) dengan melibatkan nasabah yang telah melakukan transaksi pada bank tersebut, sehingga mereka sudah merasakan kinerja pelayanan pada bank tersebut.Pengambilan sampel menggunakan teknik nonprobability sampling dengan accidental sampling.Variabel yang digunakan adalah Banking Service Quality (BSQ), kepuasan nasabah dan loyalitas nasabah.Analisis statistik yang digunakan untuk menguji hipotesis dengan menggunakanpathanalisis. Hasil penelitian menunjukkan bahwa Kinerja Pelayanan berpengaruh positif terhadap Kepuasan Nasabah, Kepuasan Nasabah berpengaruh positif terhadap Loyalitas Nasabah.Kepu","PeriodicalId":199288,"journal":{"name":"Assembled for Use","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128858559","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}