SITI SARAH Primary Author mixed material bibliography Banda Aceh Universitas Syiah Kuala 2021 id Indonesia

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ABSTRACT This study aims to determine how the influence of the Islamic marketing mix, namely promise, patience and customer centrism on custom er loyalty with customer satisfaction as a mediating variable. The object of this research is PT. Pegadaian (Persero) Syariah Banda Aceh Branch with a sample of 100 customers. The method of collecting data using a questionnaire was analyzed using SEM (Structural Equation Model). The results of this study indicate that promise and customer centricity affect loyalty, patience does not affect customer loyalty. Promise, patience, customer centrism and customer loyalty affect customer satisfaction. The variable of customer satisfaction is able to mediate the effect of marketing mix promises on customer loyalty of PT. Pegadaian (Persero) Syariah Banda Aceh Branch. The variable of customer satisfaction is not able to mediate the effect of patience and customer centrism of the marketing mix on customer loyalty of PT. Pegadaian (Persero) Syariah Banda Aceh Branch. Keywords: Islamic Marketing Mix, Customer Loyalty, Customer Satisfaction ABSTRAK Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh dari bauran pemasaran islam yaitu janji, kesabaran dan customer centrism terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel mediasi . Objek penelitian ini adalah PT. Pegadaian (Persero) Syariah Cabang Banda Aceh dengan jumlah sampel 100 nasabah. Metode pengumpulan data menggunakan kuesioner dianalisis menggunakan SEM (Structural Equation Model). Hasil penelitian ini menunjukkan bahwa janji dan customer centrism berpengaruh terhadap loyalitas, kesabaran tidak berpengaruh terhadap loyalitas nasabah. Janji, kesabaran, customer centrism dan loyalitas nasabah berpengaruh terhadap kepuasan nasabah. Variabel kepuasan nasabah mampu memediasi pengaruh janji bauran pemasaran terhadap loyalitas nasabah PT. Pegadaian (Persero) Syariah Cabang Banda Aceh. Variabel kepuasan nasabah tidak mampu memediasi pengaruh kesabaran dan customer centrism bauran pemasaran terhadap loyalitas nasabah PT. Pegadaian (Persero) Syariah Cabang Banda Aceh. Kata Kunci : Bauran Pemasaran Islam, Loyalitas Nasabah, Kepuasan Nasabah 0 ELECTRONIC THESES AND DISSERTATION Universitas Syiah Kuala 93916 2021-09-20 14:46:41 2021-09-22 09:47:20 machine generated