Junaedi, AchmadTavip (2012) Analisis Pengaruh Kualitas Pelayanan, Keadilan dan Kepuasan terhadap Loyalitas Nasabah Bank Syariah (Studi pada Nasabah Bank Syariah di Provinsi Riau). Doctor thesis, Universitas Brawijaya.
Abstract
Perkembangan bank syariah masih belum memuaskan bila dibandingkan perkembangan bank konvensional. Rendahnya pertumbuhan market share bank syariah karena rendahnya loyalitas nasabah terhadap perbankan syariah. Bank syariah sebagai jasa perbankan di Indonesia perlu memperhatikan tingkat kepuasan yang maksimal. Nasabah yang puas cenderung loyal terhadap bank syariah. Tujuan utama penelitian ini adalah mengungkapkan model hubungan antara kualitas pelayanan dengan loyalitas nasabah bank syariah. Ada empat variabel yang digunakan dalam penelitian ini. Kualitas pelayanan sebagai variabel independen, loyalitas nasabah sebagai variabel dependen, variabel keadilan dan kepuasan nasabah sebagai variabel mediasi. Metode pengambilan sampel dalam penelitian ini adalah judgment sampling, dari 392 kuisioner, yang layak sebanyak 217. Jumlah sampel ini telah memenuhi persyaratan untuk dapat menggunakan teknik analisis SEM (Structural Equation Model). Beberapa temuan penting dalam penelitian ini adalah loyalitas dapat dipertahankan bila dilaksanakan kualitas pelayanan yang lebih baik. Kualitas pelayanan yang baik akan memberikan kepuasan nasabah, nasabah yang merasa puas akan tetap loyal terhadap bank syariah. Keadilan bagi hasil yang sesuai akan menyebabkan nasabah puas, akan tetapi keadilan bagi hasil tidak berpengaruh terhadap loyalitas nasabah.
English Abstract
The development of syariah banks is still not as satisfying as the development of conventional banks. The low growth of market shares of Syariah Banks is caused by the low loyalty of customers on syariah banking. Syariah banks as one of stakeholders in banking service in Indonesia need to pay more attention on the customers` maximum satisfaction because satisfied customers tend to be loyal to syariah bank. The main focus of the research is to reveal the model of relation between service quality and customer loyalty of syariah banks. There are four variables used in this research. The service quality serves as independent variable, customer loyalty as dependent variable, and equity and customer satisfaction as mediation variables. The research sample was selected using judgement sampling in which out of 392 questionnaires, 217 ones were considered eligible. The total number of the sample has met the condition of applying the SEM (Structural Equation Model) analysis technique. Several significant results show that loyalty can be maintained when there is betterment in service quality. Moreover, a better service quality will give satisfaction to the customers, and the satisfied customers will in turns remain loyal to the syariah banks. Although the appropriate equity in profit-sharing will satisfy the customers, this does not affect the customer loyalty.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DES/658.812/JUN/a/061202256 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing |
| Divisions: | S2/S3 > Doktor Kimia, Fakultas MIPA |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 28 Sep 2012 10:48 |
| Last Modified: | 28 Sep 2012 10:48 |
| URI: | http://repository.ub.ac.id/id/eprint/161293 |
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