Electronic Theses and Dissertation
Universitas Syiah Kuala
SKRIPSI
PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI PERCEIVED VALUE, CORPORATE IMAGE DAN CORPORATE REPUTATION PADA BANK SYARIAH INDONESIA TBK.
Pengarang
Rahmad Fadillah - Personal Name;
Dosen Pembimbing
Jasman J - 196009161987031003 - Dosen Pembimbing I
Halimatussakdiah - 197010301998032003 - Penguji
Iskandarsyah - 196511062000031001 - Penguji
Nomor Pokok Mahasiswa
1901102010102
Fakultas & Prodi
Fakultas Ekonomi dan Bisnis / Manajemen (S1) / PDDIKTI : 61201
Subject
Kata Kunci
Penerbit
Banda Aceh : Fakultas Ekonomi., 2024
Bahasa
No Classification
-
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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.
EFEK MEDIASI KEPUASAN DAN REPUTASI BANK PADA PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH (STUDI KASUS BANK SYARIAH MANDIRI CABANG BANDA ACEH) (AZMI ATI, 2019)
PENGARUH CORPORATE SOCIAL RESPONSIBILITY (CSR) DAN SERVICE QUALITY TERHADAP BRAND IMAGE YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PADA BANK SYARIAH INDONESIA (BSI) CABANG KOTA BANDA ACEH (Indah Kinanthy, 2024)
ANALISIS PENGARUH PENERAPAN AIRLINES SERVICE QUALITY, PERCEIVED VALUE, CORPORATE IMAGE TERHADAP CUSTOMER TRUST DAN CUSTOMER LOYALTY PENUMPANG GARUDA INDONESIA DI BANDAR UDARA SULTAN ISKANDAR MUDA BANDA ACEH (MUHAMMAD IRFAN, 2017)
PENGARUH PERCEIVED VALUE, SERVICE QUALITY, DAN CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY PT. TELKOMSEL CABANG BANDA ACEH (Liza Novita, 2024)
ANALISIS PENGARUH PENERAPAN AIRLINES SERVICE QUALITY, PERCEIVED VALUE, CORPORATE IMAGE TERHADAP CUSTOMER TRUST DAN CUSTOMER LOYALTY PENUMPANG GARUDA INDONESIA DI BANDAR UDARA SULTAN ISKANDAR MUDA BANDA ACEH (MUHAMMAD IRFAN, 2017)