PENGARUH CITRA BANK, KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH NASABAH MENABUNG DI PERBANKAN SYARIAH DI KOTA BANJARMASIN

Suraya, Putri Yasmin (2025) PENGARUH CITRA BANK, KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH NASABAH MENABUNG DI PERBANKAN SYARIAH DI KOTA BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB Banjarmasin.

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Abstract

ABSTRAK Putri Yasmin Suraya. 2024. Pengaruh Citra Bank, Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Nasabah Menabung Di Perbankan. Di Kota Banjarmasin. Skripsi, Program Sarjana, Program Studi Ekonomi Syariah, Universitas Islam Kalimantan MAB Banjarmasin. Pembimbing I: Iman Setya Budi, S.HI., M.EI. Pembimbing II: M. Qoshid A Hadi, S.HI., M.E. Penelitian ini di atar beakangi adanya permasaahan di objek Penelitian seperti gangguan jaringan yang membuat nasabah harus menunggu ama, ketepatan waktu peayanan kepada nasabah tidak sesuai dengan harapan sehingga dapat dirumuskan daam Penelitian ini adaah 1) bagaimana pengaruh citra bank terhadap Loyalitas Nasabah Nasabah menabung di perbankan syariah? 2) bagaimana pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah Nasabah menabung di perbankan syariah? 3) bagaiman pengarauh kepuasan nasabah menabung di perbankan syariah. Penelitian ini bertujuan untuk mengetahui pengaruh citra bank, Kualitas Pelayanan dan kepuasan nasabah terhadap Loyalitas Nasabah Nasabah menabung di Bank Syariah Indonesia dan Bank Kase Syariah di Kota Banjarmasin. Penelitian ini menggunkan pendekatan kuantitatif. Jenis Penelitian yang digunakan adaah Penelitian survei. Pengumpuan data diakukan dengan cara menyebar angket kuesioner kepada 100 nasabah menabung sebagai responden. Pengambian sampe menggunakan Teknik samping insidenta yang merupakan bagian dari non probabiity samping. Hasi Penelitian ini menujukkan bahwa secara parsia variabe citra bank dan Kualitas Pelayanan tidak berpengaruh terhadap Loyalitas Nasabah Nasabah, sedangkan variabe kepuasan nasabah berpengaruh terhadap Loyalitas Nasabah Nasabah. Namun secara simutan variabe citra bank ,Kualitas Pelayanan dan kepuasan nasabah secara bersama-sama berpengaruh signifikan terhadap Loyalitas Nasabah Nasabah. Kata Kunci: Citra Bank, Kuaitas Peayanan, Kepuasan Nasabah, Loyalitas Nasabah Nasabah ABSTRACT Putri Yasmin Suraya. 2024. The Infuence of Bank Image, Service Quality and Customer Satisfaction on Customer oyaty in Saving in Banking. In Banjarmasin City. Thesis, Undergraduate Program, Sharia Economics Study Program, Kalimantan Islam ic University MAB Banjarmasin. First Advisor: Iman Setya Budi, S.HI., M.EI. Second Advisor: M. Qoshid A Hadi, S.HI., M.E. This research is based on the existence of probems in the research object such as network disruptions which make customers have to wait a ong time, the deivery time, deivery time, deivery time to customer does not match with expectations, so that what can be formuated in this research is 1) how does the bank's image infuence customer oyaty when saving in sharia banking? 2) How does service Quality infuence customer oyaty when saving in sharia banking? 3) what is the infuence of customer satisfaction on savings in sharia banking. This research aims to determine the infuence of bank image, service Quality and customer satisfaction on customer oyaty in saving at Bank Syariah Indonesia and Bank Kase Syariah in Banjarmasin City. This research uses a quantitative approach. The type of research used is survey research. Data coection was carried out by distributing questionnaires to 100 savings customers as respondents. Samping uses incidenta samping technique which is part of non- probabiity samping. The resuts of this research show that partiay the bank image and service Quality variabes have no effect on customer oyaty, whie the customer satisfaction variabe has an effect on customer oyaty. However, simutaneousy the bank image variabes, service Quality and customer satisfaction together have a significant effect on customer loyaty. Keywords: Bank Image, Service Quality, Customer Satisfaction Customer loyalty

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	Citra Bank, Kuaitas Peayanan, Kepuasan Nasabah, Loyalitas Nasabah Nasabah
Subjects:	K Law > K Law (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Law
Depositing User:	Putri Yasmin Suraya
Date Deposited:	30 Apr 2025 02:23
Last Modified:	30 Apr 2025 02:23
URI:	http://eprints.uniska-bjm.ac.id/id/eprint/29203

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