Electronic Theses and Dissertation

Penelitian ini bertujuan untuk mengukur pengaruh service quality terhadap customer loyalty melalui perceived value, corporate image dan corporate reputation pada bank syariah indonesia tbk di banda aceh. sampel yang digunakan dalam penelitian ini adalah nasabah bank syariah indonesia (bsi) di banda aceh yang berjumlah 150 orang. data dikumpulkan melalui kuesioner dengan teknik pengambilan sampel menggunakan convenience sampling, data di analisis menggunakan structural equation modeling (sem) dengan software ibm amos. berdasarkan hasil analisis diketahui bahwa service quality berpengaruh positif signifikan terhadap perceived value, corporate image dan corporate reputation, service quality, perceived value dan corporate reputation berpengaruh positif signifikan terhadap customer loyalty, corporate image berpengaruh positif insignifikan terhadap customer loyalty, variabel perceived value dan corporate reputation memediasi secara parsial pengaruh service quality terhadap customer loyalty sedangkan corporate image tidak memediasi pengaruh service quality terhadap customer loyalty.

This study aims to measure the influence of service quality on customer loyalty through perceived value, corporate image, and corporate reputation at Bank Syariah Indonesia Tbk in Banda Aceh. The sample for this research comprises 150 customers of Bank Syariah Indonesia (BSI) in Banda Aceh, selected using convenience sampling. Data were collected through a questionnaire, and the analysis was conducted using Structural Equation Modeling (SEM) with IBM AMOS software. Based on the analysis results, it is found that service quality significantly and positively affects perceived value, corporate image, and corporate reputation. Additionally, service quality, perceived value, and corporate reputation have a significantly positive impact on customer loyalty. Corporate image has a positive but insignificant influence on customer loyalty. The variables of perceived value and corporate reputation partially mediate the impact of service quality on customer loyalty, while corporate image does not mediate the influence of service quality on customer loyalty.