PENGARUH NILAI NASABAH, KUALITAS PELAYANAN, DAN KUALITAS HUBUNGAN TERHADAP KEPUASAN NASABAH SERTA IMPLIKASINYA TERHADAP LOYALITAS NASABAH BANK SYARIAH MANDIRI

Abstract

This study purpose of this study isto analize the effect of customer perceived value, service quality, and relationship quality on customer satisfaction and the implication on customer loyalty.Customers of PT Bank Syariah Mandiri of Ciputat Branch, Tangerang, were taken as a case study. This research was descriptive-quantitative, in nature. Both primary and secondary data were employed. Secondary data were gathered from various sources such as journals, books and other related publications. Primary data were gathered using survey questionnaire which were distributed to the target respondents. Using purposive sampling technique, a total of 100respondens were gained. Path analysis was employed in this study. The results showed that both individually and simultaneously customer value, service quality and relationship quality had a significant effect on customer satisfaction. Relationship quality was found dominant. Likewise, it was found that both individually and simultaneously customer value, service quality, relationship quality and customer satisfaction had significant effect on customer loyalty. Customer satisfaction was found dominant. It was suggested that the firm should constantly improve customer value, service quality, and relationship quality to keep customer satisfied and loyal. Future research is possible to include other variables.