Kualitas Pelayanan, Citra Bank dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada Bank Syariah Indonesia (BSI) Kantor Cabang Dinoyo Malang

Abstract

This study aims to determine the effect of service quality, bank image, and customer satisfaction on customer loyalty at Bank Syariah Indonesia Branch Office Dinoyo Malang. This panel uses an associative quantitative panel. The population of this panelist is the customers of BSI Dinoyo Malang Branch Office with less than 17000 customers. The sampling technique uses the slovin formula, which is 100 customers. The data analysis technique uses the Structural Equation Modeling (SEM) analysis technique. Data collection uses a list of questionnaires. The results of the research suggest that service quality, and customer satisfaction, have a negative effect on customer loyalty, and the image of a new bank has a positive effect on customer loyalty.