Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Loyalitas Nasabah Bank Jateng Syariah KCPS Kartasura

Arifah, Mirza and , Dra. Titik Asmawati, SE, M.Si (2021) Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Loyalitas Nasabah Bank Jateng Syariah KCPS Kartasura. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this study was to determine the effect of: service quality on customer loyalty of Bank Jateng Syariah KCPS Kartasura, product quality on customer loyalty of Bank Jateng Syariah KCPS Kartasura, service quality and product quality on customer loyalty of Bank Jateng KCPS Kartasura. This research is a quantitative research. The population of this study were 1782 customers of Bank Jateng KCPS Kartasura, a sample of 292. Data were obtained through questionnaires and documentation. The questionnaire was tried out and tested for validity and reliability. The data analysis technique used is multiple linear regression analysis, F test, t test, SR and SE. The results of the regression analysis obtained the regression line equation: Y = 1.499 + 0.400X1 + 0.415X2. The equation shows that customer loyalty is influenced by service quality and product quality. The conclusions drawn are: 1) There is an effect of service quality on customer loyalty. This is based on the t test, it is known that tcount> ttable 8.803> 1.968 and a significance value <0.05, namely 0.000 with SR of 67% and SE of 32.9%. 2) There is an effect of product quality on customer loyalty. This is based on the t test, it is known that tcount> ttable 4.795> 1.968 and a significance value <0.05, namely 0.000 with SR 33% and SE 16.2%. 3) There is an effect of service quality and product quality on customer loyalty. This is based on the F test, it is known that Fcount> Ftable, namely 139.217> 3.028 and a significance value <0.05, namely 0.000. The SE results of 32.9% service quality and 16.2% product quality. The result of the calculation of SR service quality is 67% and product quality is 33%. R2 of 0.491 indicates that the influence of the quality of service and product quality on customer loyalty amounted to 49.1% while the rest influenced by other variables.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Customer Loyalty, Service Quality and Product Quality
Subjects:	H Social Sciences > HB Economic Theory L Education > L Education (General)
Divisions:	Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Akuntansi
Depositing User:	MIRZA ARIFAH
Date Deposited:	27 Jun 2021 08:37
Last Modified:	23 Sep 2022 02:51
URI:	http://eprints.ums.ac.id/id/eprint/92158

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