PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK BRI SYARIAH DI SAMARINDA

Authors

  • Apriadi Pratama Fakultas Ekonomi Universitas Mulawarman
  • . Rusmilawati Fakultas Ekonomi Universitas Mulawarman
  • Ardi Parminto Fakultas Ekonomi Universitas Mulawarman

DOI:

https://doi.org/10.22219/jep.v11i1.3728

Keywords:

Services, BRI Syariah and Samarinda

Abstract

This study aims to determine the effect of service quality consisting of Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4), and Tangible (X5) customer satisfaction (Y1) and customer loyalty (Y2) at Bank BRI Sharia in Samarinda. T test results are known effects of service quality on customer satisfaction (Y1). Variable Reliability (X1) significant because the level (sig <0.05), namely (0.000 <0.05). Variable Responsiveness (X2) is significant (0.036 <0.05). Variable Assurance (X3) is significant (0.000 <0.05). Empathy variable (X4) is significant (0.001 <0.05). Tangible variable (X5) had no significant effect due to the level (sig> 0.05), namely (0.627> 0.05).

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Published

2013-06-01

Issue

Vol. 11 No. 1 (2013): Jurnal Ekonomi Pembangunan

Section

Journal

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This work is licensed under a  Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.