Electronic Theses and Dissertation

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh hubungan Corporate Social Responsibility (CSR) dan kualitas layanan islami terhadap loyalitas nasabah Bank Syariah Indonesia (BSI) di Kota Banda Aceh. Selain itu, penelitian ini menyelidiki efek mediasi reputasi perusahaan dan kepuasan nasabah terhadap loyalitas nasabah. Penentuan responden menggunakan teknik Non-Probability Sampling. Kuesioner penelitian disebarkan ke sampel yang terpilih dan diisi lengkap selanjutnya dianalisis dalam penelitian ini. Untuk menganalisis data penelitian menggunakan uji Structural Equation Modeling (SEM) dengan bantuan aplikasi software AMOS. Hasil penelitian menemukan bukti bahwa secara langsung CSR dan kualitas layanan islami tidak berpengaruh terhadap loyalitas nasabah. Namun CSR dan kualitas layanan Islami berpengaruh positif terhadap reputasi perusahaan dan kepuasan nasabah, juga reputasi perusahaan dan kepuasan nasabah berpengaruh secara langsung terhadap loyalitas nasabah. Penelitian ini juga menemukan bahwa reputasi perusahaan dan kepuasan nasabah memediasi secara penuh hubungan antara CSR dan kualitas layanan Islami terhadap loyalitas nasabah. Hasil penelitian merekomendasi pentingnya peningkatan CSR kualitas layanan islami dalam meningkatkan reputasi Perusahaan dan kepuasan nasabah sehingga nasabah Bank Syariah Indonesia (BSI) di Kota Banda Aceh loyal.

This study aims to empirically test and analyze the effects of Corporate Social Responsibility (CSR) and Islamic service quality on customers’ loyalty of Bank Syariah Indonesia (BSI) in Banda Aceh City, Indonesia. In addition, the study also investigates the mediating effects of bank reputation and customer satisfaction on customer loyalty. The study gathered the primary data by distributing questionnaire to 126 customers selected using a purposive BSI sampling technique. Using a Structural Equation Modelling (SEM), the study found evidence that CSR and Islamic service quality have no significant direct effect bank customer loyalty. However, CSR and Islamic service quality have a significant direct effect on corporate reputation and bank customer satisfaction, as well as corporate reputation and customer satisfaction have a direct effect on customer loyalty. In addition, this study found that the Company's reputation and customer satisfaction fully mediate the relationship between CSR and Islamic service quality to customer loyalty. The results of the study indicate the importance of CSR and Islamic service quality in improving corporate reputation and customer satisfaction so that BSI customers in the city of Banda Aceh, Indonesia loyal.