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Pengaruh Service Quality Dan Customer Trust Terhadap Customer Satisfaction Serta Dampaknya Pada Customer Loyalty Perbankan Syariah

Author

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  • Aini, Zahriatul

    (Politeknik Kutaraja)

Abstract

Tujuan penelitian ini adalah untuk mengetahui: (1) tentang service quality,customertrust,customer satisfactiondancustomer loyaltypada Bank Syariah di Kota Banda Aceh (2) pengaruh service quality terhadap customer satisfaction, (3) pengaruh customertrust terhadap customer satisfaction (4) pengaruh service quality terhadap customer loyalty(5) pengaruh customertrust terhadap customer loyalty, (6) pengaruh customer satisfactionterhadap customer loyaltydan (7) terdapat pengaruh tidak langsung service quality dan customertrust terhadap customer loyaltymelaluicustomer satisfactionnasabah pada Bank Syariah di Kota Banda Aceh. Penelitian ini dilakukan pada Bank Syariah di Kota Banda Aceh. Adapun yang menjadi objek penelitian ini adalah service quality dan customer trust,customer satisfactiondancustomerloyaltyBank Syariah di Kota Banda Aceh.Hasil penelitian menunjukkan bahwa service quality, custumer trust, customer satisfaction dan customer loyalty pada Bank Syariah di Kota Banda Aceh sudah relatif baik, service qualitymempunyai berpengaruh terhadap customer satisfaction, custumer trust berpengaruh terhadap customer satisfaction, service quality berpengaruh terhadap customer loyalty, custumer trust berpengaruh signifikan terhadap customer loyalty dan terdapat pengaruh customer satisfactionterhadap customer loyalty serta terdapat pengaruh direct dan indirectservice quality, custumer trust terhadap customer satisfaction dan berdampak terhadapcustomer loyalty pada Bank Syariah di Kota Banda Aceh.

Suggested Citation

  • Aini, Zahriatul, 2018. "Pengaruh Service Quality Dan Customer Trust Terhadap Customer Satisfaction Serta Dampaknya Pada Customer Loyalty Perbankan Syariah," OSF Preprints y4edt, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:y4edt
    DOI: 10.31219/osf.io/y4edt
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