Electronic Theses and Dissertation

Penelitian ini bertujuan untuk mengukur pengaruh people dan process terhadap loyalty yang dimediasi oleh satisfaction pada nasabah pt. bank syariah indonesia (bsi) cabang darussalam banda aceh. sampel yang digunakan pada penelitian ini adalah nasabah bank syariah indonsia (bsi) cabang darussalam yang berjumlah 200 responden. peralatan pengumpulan data yang digunakan dalam penelitian ini adalah kuesioner. teknik pengambilan sampel yang digunakan adalah purposive sampling. structural equation modelling (sem) digunakan sebagai metode analisis untuk mengetahui pengaruh antar variabel-variabel yang terlibat. berdasarkan hasil analisis sem mengidentifikasikan bahwa people berpengaruh positif terhadap loyalty, process berpengaruh positif terhadap loyalty, people berpengaruh positif terhadap satisfaction, process berpengaruh positif terhadap satisfaction, satisfaction berpengaruh positif terhadap loyalty, satisfaction memediasi pengaruh people terhadap loyalty, dan satisfaction memediasi pengaruh process terhadap loyalty. kata kunci: people, process, satisfaction, loyalty, structural equation modelling.

This study aims to measure the influence of people and process on loyalty mediated by satisfaction with PT. Bank Syariah Indonesia (BSI) Darussalam Branch Banda Aceh. The sample used in this study was the customer of the Indonesian Sharia Bank (BSI) Darussalam branch, amounting to 200 respondents. The data collection equipment used in this study was a questionnaire. The sampling technique used is purposive sampling. Structural equation modeling (SEM) was used as an analytical method to determine the effect between the variables involved. Based on SEM analysis identified that people have a positive effect on loyalty, process has a positive effect on loyalty, people have a positive effect on satisfaction, process has a positive effect on satisfaction, satisfaction has a positive effect on loyalty, satisfaction has a positive effect on loyalty, satisfaction mediates the influence of society on loyalty, and satisfaction process mediates the effect on loyalty. Keywords: People, Process, Satisfaction, Loyalti, Structural Equation Modelling.