PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH PADA OTO BANK NAGARI CABANG KOTO BARU

Authors

  • Aldia Rilas Universitas Dharmas Indonesia
  • Mayroza Wiska Universitas Dharmas Indonesia
  • Fenisi Resty Universitas Dharmas Indonesia

DOI:

https://doi.org/10.37301/jmubh.v17i1.19949

Abstract

This study was conducted to determine how much influence service quality and satisfaction customers on customer loyalty at Oto Bank Nagari Koto Baru Branch. The purpose of this research was carried out to find out how much influence Service Quality and Customer Satisfaction have on customer loyalty in Oto Bank Nagari Koto Baru Branch. The method in this study is a quantitative method and data collection using a questionnaire. The population in this study were all students of Dharmas Indonesia University as customers at Oto Bank Nagari, the respondents who were used as samples were 93 respondents. Based on the results of the study, it is known that the value of the coefficient. The results of the study prove that the magnitude of the nfluence of service quality on customer loyalty and the absence of nfluence of customer satisfaction on customer loyalty.

References

Afifah, Azka Al. i2017. “Pengaruh iKualitas Layanan, Kepercayaan, Dan Kepuasan Terhadap Loyalitas Nasabah (Studi iKasus Di Pt Bank Syariah Mandiri Kantor Cabang iSimpang Patal iPalembang) iOleh.”

Alwe, Alv Purwant. 2015. “Nasabah Terhadap Loyaltas Nasabah Pada Pt . Bank iRiau iKepri iCabang iSiak” iV i(2): i285–94.

Asfhan, Dw Mukti. 2019. “Pengaruh Kualitas Layanan Dan Kepuasan Terhadap Loyalitas Nasabah Pada Pt. Bank Bri Syariah Kantor Cabang Madun.” Journal Of Chemical nformation And Modelng 53 (9): 1689–99.

Azizah, Hilyatul. 2013. “Pengaruh Kualitas, Citra Dan Kepuasan Terhadap Loyalitas Nasabah” 1 (2).

Chusnah, Nidaul. i2016. “Pengaruh Religiusitas, iKualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Bank Muamalat ndonesia Cabang Pembantu Magelang.”

Citra, Amelia Dwi. 2017. “Pengaruh Kualtas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada Bank Syariah iMandiri Kcp Harapan ndah Bekasi.”

Dwiana, iAgustina. i2013. i“Pengaruh iKualitas iPelayanan iTerhadap iLoyalitas iNasabah iPada iPt. iBank iNegara ndonesia i(Persero) iTbk iCabang iPembantu iTarutung.” iManajemen.

Fadila. i2020. i“Pengaruh iKualitas iPelayanan iTerhadap iLoyalitas iNasabah iTabungan iTamara iDi iBmt iAgam iMadani iNagari iKamang iMudiak iKecamatan iKamang iMagek”.”

Jeany, iMauli iSiagian. i2020. i“Pengaruh iKualitas iPelayanan iDan iKepuasan iNasabah iTerhadap iLoyalitas iNasabah iPada iBpr iArtha iPrima iPerkasa” i7 i(3): i330–41.

Masdupi, iDedi iSetiawan iDan iErni. i2014. i“Pengaruh iKualitas iPelayanan, iKualitas iProduk iDan iKepuasan iNasabah iTerhadap iLoyalitas iNasabah iTaplus iBni iCabang iSolok, iTesis iProgram iMagister iManajemen iUniversitas iNegeri iPadang,” i1–19.

Mukaddam. i2014. i“Pengaruh iKualitas iPelayanan iTerhadap iLoyalitas iNasabah iStudi iDi iBank iPembiayaan iRakyat iSyariah i(Bprs) iBangun iDrajat iWarga i(Bdw) iYogyakarta.”

Naim, iRizky iNurtahirah. i2019. i“Pengaruh iKualitas iLayanan, iNilai iDan iKepuasan iNasabah iBank iSyariah iBukopin iDi iMakasar” i2 i(2).

Octavia, iRia. i2019. i“Pengaruh iKualitas iPelayanan iDan iKepuasan iNasabah iTerhadap iLoyalitas iNasabah iPt i. iBank ndex iLampung” i13 i(1): i35–39. iHttps://Doi.Org/10.9744/Pemasaran.13.1.35.

Putri iBalqis iPane. i2020. i“Pengaruh iKualitas iPelayanan, iLokasi iDan iFasilitas iMobil iKas iKeliling iBri iSyariah iTerhadap iKepuasan iMahasiswa iFebi iUin-Su iDalam iMelakukan iPembayaran iUang iKuliah iTunggal i(Ukt).” iManajemen, i13–14.

Rastini, iNi iMade. i2016. i“Nasabah iDan iLoyalitas iNasabah iBank iMandiri iCabang iVeteran iDenpasar iBali” i5 i(1): i706–33.

Riananda, iAdhe iLina. i2019. i“Pengaruh iKualitas iPelayanan iDan iKepuasan iTerhadap iLoyalitas iNasabah iPada iBank iMuamalat iKantor iCabang iPembantu iPonorogo.” iManajemen, i27.

Satriayanti, iEvi iOkatviani. i2012. i“Pengaruh iKualitas iLayanan,Kepuasan iNasabah iDan iCitra iBank iTerhadap iLoyalitas iNasabah iBank iMuabialat iDisurabaya” i2 i(2): i171–84.

Setiawan, iHeri. i2017. i“Pengaruh iKualitas iLayanan, iPersepsi iNilai iDan iKepuasan iNasabah iTerhadap iLoyalitas iNasabah iBank.”

Subagja, wan iKurniawan, iAnd iPutri iHerlanies iSusanto. i2019. i“Pengaruh iKualitas iPelayanan, iKepuasan iNasabah iDan iCitra iPerusahaan iTerhadap iLoyalitas iNasabah iPt. iBank iCentral iAsia iTbk iKantor iCabang iPondok iGede iPlaza.” iJurnal iManajemen iBisnis iKrisnadwipayana i7 i(1). iHttps://Doi.Org/10.35137/Jmbk.V7i1.249.

Susanto, iPuteri iHerlanies. i2019. i“Pengaruh iKualitas iLayanan, iKepuasan iNasabah iDan iCitra iPerusahaan iTerhadap iLoyalitas iNasabah iPt. iBank iCentral iAsia iTbk iKantor iCabang iPondok iGede iPlaza” i7 i(May). iHttps://Doi.Org/10.35137/Jmbk.V7i1.249.

Taslim, iMuhammad. i2018. iPelayanan iDan iKepuasan iNasabah iTerhadap iLoyalitas iNasabah iBank iBni iSyariah iKcp iMagelang.

Warsito, iWindry iSetyaning. i2018. i“Pengaruh iKepuasan iTerhadap iLoyalitas iNasabah iPada iPt. iBprks iCabang iDago iBandung.” iWidya iCipta i- iJurnal iSekretari iDan iManajemen i2 i(2): i225–32.

Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Bandung: Alfabeta, Cv.

Downloads

Published

2022-01-19

Issue

Vol. 17 No. 1 (2022): Jurnal Manajemen Universitas Bung Hatta

Section

Articles

License

Copyright (c) 2022 Aldia Rilas, Mayroza Wiska, Fenisi Resty

Creative Commons License

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

Authors who publish with Jurnal Manajemen Universitas Bung Hatta agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in Jurnal Manajemen Universitas Bung Hatta. 
  2. The author holds the copyright of the submitted and published articles, with the understanding that articles are disseminated under the Creative Commons Attribution-ShareAlike 4.0 International License..
  3. The editor team is entitled to do the editing in accordance with the guidelines for writing or template in the Jurnal Manajemen Universitas Bung Hatta.

 

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