DEDDY SUNANDAR MAHFUZ Primary Author mixed material bibliography Banda Aceh Universitas Syiah Kuala 2020 id Indonesia

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ABSTRAK Abstrak Karya Akhir diserahkan kepada Panitia Komisi Ujian untuk mendapatkan Gelar Magister Manajemen pada Program Pascasarjana Universitas Syiah Kuala PENGARUH RELIGIOSITAS DAN KUALITAS LAYANAN TERHADAP KEPUASAN SERTA DAMPAKNYA PADA LOYALITAS NASABAH PRIORITAS BANK SYARIAH MANDIRI CABANG BANDA ACEH Oleh: DEDDY SUNANDAR MAHFUZ NPM: 1701202010023 Konsentrasi: Manajemen Pemasaran Pembimbing Pertama : Dr. Permana Honeyta Lubis, M.M. Pembimbing Kedua : Dr. Sorayanti Utami, S.E, M.M. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh religiositas dan kualitas layanan terhadap loyalitas nasabah baik secara langsung maupun secara tidak langsung melalui kepuasan nasabah. Teknik pengambilan sampel yang digunakan yaitu simple random sampling dengan jumlah responden sebanyak 89 nasabah prioritas Bank Syariah Mandiri Cabang Banda Aceh. Teknik analisis data yang digunakan adalah SEM (structural equation model). Hasil penelitian menemukan bahwa religiositas dan kualitas layanan berpengaruh signifikan terhadap kepuasan nasabah; kepuasan nasabah berpengaruh signifikan terhadap loyalitas nasabah; religiositas dan kualitas layanan berpengaruh signifikan terhadap loyalitas nasabah baik secara langsung maupun secara tidak langsung melalui kepuasan nasabah. Kata Kunci: Religiositas, Kualitas Layanan, Kepuasan Nasabah, dan Loyalitas Nasabah. ABSTRACT Abstract of Final Paper submitted to the Examination Committee in partial fulfilment of the requirements for the degree of Master of Management on the Graduate Program of Syiah Kuala University THE EFFECT OF RELIGIOSITY AND SERVICE QUALITY ON CUSTOMER SATISFACTION AND ITS IMPACT ON PRIORITY CUSTOMER LOYALTY OF SHARIA MANDIRI BANK BRANCH BANDA ACEH By: DEDDY SUNANDAR MAHFUZ NPM: 1701202010023 Specialization: Marketing Management Supervisor : Dr. Permana Honeyta Lubis, M.M. Co-Supervisor : Dr. Sorayanti Utami, S.E, M.M. This research aimed to analyze the effect of religiosity and service quality on customer loyalty both directly and indirectly through customer satisfaction. The sampling technique used was simple random sampling with the size of respondents as many 89 priority customers of Sharia Mandiri Bank Branch Banda Aceh. Data analysis technique used was Structural Equation Model (SEM). The results showed that religiosity and service quality have a significant effect on customer satisfaction; customer satisfaction has a significant effect on customer loyalty; religiosity and service quality have a significant effect on customer loyalty both directly and indirectly through customer satisfaction. Keywords: Religiosity, Service Quality, Customer Satisfaction, and Customer Loyalty. 0 ELECTRONIC THESES AND DISSERTATION Universitas Syiah Kuala 82389 2020-10-26 10:39:13 2020-10-26 10:46:02 machine generated