PENGARUH KOMITMEN AGAMA DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH DAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING PADA NASABAH TABUNGAN BANK SYARIAH MANDIRI KCP PAINAN
Abstract
The objective of this study is efforted to explain the effect of religion commitment and trust to customer’s loyalty, and the effect of customer’s satisfaction as intervening variable among religion commitment and trust to customer’s loyalty. Population in this study is customer of Bank Syariah Mandiri KCP Painan. Technique of sampling is according to Sekaran (2006) premises that minimum sampel between 10 until 20 times of amount of variable, so this sample amount 100 respondent. Furthermore data processing with validity test and reliability test, for hypotesis test using multiple regression, simple regression and compound regression. The result of study concludes that religion commitment significant influence and positif to customer’s satisfaction, trust significant influence and positif to customer satisfaction, religion commitment significant influence and positif to customer’s loyalty, trust significant influence and positif to customer’s loyalty and customer’s satisfaction able to mediate relationship among religion commitment and trust to customer’s loyalty at Bank Syariah Mandiri KCP Painan. The result also proved that have a contribution of religion commitment, trust to customer’s loyalty 28,7%, remaining 71,3% a given and explained by another variables excluded in this model. Customer’s satisfaction as intervening variable is able to increase the contribution of religion commitment and trust variables 2,1%.
Keywords: Customer’s Loyalty, Customer’s Satisfaction, Religion Commitment, Trust
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