Electronic Theses and Dissertation

Penelitian ini bertujuan untuk menguji pengaruh pengaruh citra perusahaan dan kualitas layanan terhadap loyalitas nasabah yang dimediasi oleh kepuasan nasabah pada kantor pusat bank aceh syariah cabang banda aceh. populasi dalam penelitian ini adalah nasabah bank aceh syariah. jumlah sampel yang digunakan adalah sebanyak 198 orang. analisis data dalam penelitian ini menggunakan metode structural equation modelling (sem). hasil penelitian menunjukkan bahwa citra perusahaan berpengaruh terhadap kepuasan nasabah, kualitas layanan berpengaruh terhadap kepuasan nasabah, citra perusahaan berpengaruh terhadap loyalitas nasabah, kualitas layanan berpengaruh terhadap loyalitas nasabah, dan kepuasan nasabah berpengaruh terhadap loyalitas nasabah. kata kunci : citra perusahaan, kualitas layanan, kepuasan nasabah, loyalitas nasabah

This study aims to examine the influence of Corporate Image and Service Quality on Customer Loyalty mediated by Customer Satisfaction at the Banda Aceh Branch of Bank Aceh Syariah Head Office. The population in this study were customers of Bank Aceh Syariah. The number of samples used was 198 people. Data analysis in this study used the Structural Equation Modeling (SEM) method. The results showed that corporate image had an effect on customer satisfaction, service quality had an effect on customer satisfaction, corporate image had an effect on customer loyalty, service quality had an effect on customer loyalty, and customer satisfaction had an effect on customer loyalty. Keywords: Corporate Image, Service Quality, Customer Satisfaction, Customer Loyalty