Electronic Theses and Dissertation

Abstrak tujuan penelitian ini untuk mengetahui pengaruh kualitas pelayanan, atribut produk islam terhadap kepuasan nasabah dan dampaknya pada loyalitas nasabah bank aceh cabang lhokseumawe. penelitian ini bersifat kuantitatif. metode pengumpulan data pada penelitian ini melalui kuesioner yang dibagikan kepada nasabah bank aceh cabang lhokseumawe. sampel yang diambil sebanyak 100 responden dan menggunakan analisis path analysis. data yang telah diperoleh kemudian dianalisis menggunakan alat bantu aplikasi ibm spps versi 22. hasil penelitian ini kualitas pelayanan, atribut produk islam, berpengaruh positif dan signifikan terhadap kepuasan nasabah dan kualitas pelayanan, atribut produk islam, berpengaruh positif dan signifikan terhadap loyalitas nasabah kepuasan berpengaruh positif dan signifikan terhadap loyalitas nasabah. sedangkan hasil analisis jalur menunjukkan bahwa kepuasan nasabah dapat memediasi pengaruh kualitas pelayanan, namun untuk atribut produk islam hanya dapat mempengaruhi secara langsung terhadap loyalitas nasabah bank aceh cabang lhokseumawe. kata kunci : kualitas pelayanan, atribut produk, kepuasaan, loyalitas nasabah, path analisis, sobel test. abstract the aim of this study was to determine the effect of service quality, islamic product attributes on customer satisfaction and its impact on customer loyalty at bank aceh, lhokseumawe branch. this research is quantitative in nature. the method of data collection in this study was through questionnaires distributed to customers of bank aceh, lhokseumawe branch. samples were taken as many as 100 respondents and used path analysis. the data that has been obtained are then analyzed using by device of the ibm spps version 22 application. the results of this study are service quality, islamic product attributes, have a positive and significant effect on customer satisfaction and service quality, islamic product attributes, have a positive and significant effect on customer loyalty. and significant to customer loyalty. while the results of the path analysis show that customer satisfaction can mediate the effect of service quality, but for islamic product attributes it can only directly affect customer loyalty at bank aceh lhokseumawe branch. keywords : service quality, product attributes, satisfaction, customer loyalty, path analysis, sobel test.