CITRA LEMBAGA KEUANGAN SYARIAH DALAM MEDIASI KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH (Survey Nasabah BMT Dana Mentari dan PT BPR BAS di Purwokerto)

Authors

  • Chandra Warsito Jurusan Syariah STAIN Purwokerto

DOI:

https://doi.org/10.24090/ej.v2i1.2014.pp65-86

Keywords:

Citra lembaga, Kualitas pelayanan, Kepuasan nasabah, Loyalitas nasabah

Abstract

Penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas nasabah,  serta untuk mengetahui citra lembaga keuangan BMT Dana Mentari dan BPRS BAS dalam memediasi hubungan variabel kualitas pelayanan dan kepuasan nasabah terhadap loyalitas nasabah.Berdasarkan hasil penelitian dan perhitungan, dapat disimpulkan: 1) Kualitas pelayanan dan kepuasan nasabah mempunyai pengaruh yang signifikan baik secara bersama-sama maupun secara parsial terhadap loyalitas nasabah.  2) Citra lembaga keuangan mampu memediasi hubungan variabel kualitas pelayanan dan kepuasan nasabah terhadap loyalitas nasabah.

Published

2014-06-01

How to Cite

Warsito, C. (2014). CITRA LEMBAGA KEUANGAN SYARIAH DALAM MEDIASI KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH (Survey Nasabah BMT Dana Mentari dan PT BPR BAS di Purwokerto). El-Jizya : Jurnal Ekonomi Islam, 2(1), 65–86. https://doi.org/10.24090/ej.v2i1.2014.pp65-86

Issue

Vol. 2 No. 1 (2014)

Section

Articles

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