PENGARUH SERVICE PERFORMANCE, KEPUASAN, TRUST DAN KOMITMEN TERHADAP LOYALITAS NASABAH DI BANK SYARI’AH MANDIRI KUDUS

Anita Rahmawaty

Abstract


The research is subjected to measure empiric factors that influence on
the consumer loyalities in Bank Syari’ah Mandiri (BSM) Kudus. There
will be four variables influencing customer loyalities: service performance
(serperf), satisfaction, trust and comitment. This reserach is quantitative
research with positivistic paradigm. The object of the research is the
customer of this bank through accidental sampling then Ordinary least
square is applied.
The finding shows four independent variables but only two of them will
influence the customer loyalities that are satisfaction and comitment.
On the other hands variable of service performance and trust do not
influence toward customer loyalty. Even that only two variables the
Adjusted R2 is 0.727, it means that service performance, satisfaction,
trust and commitment could influence customer loyalities for about 72%
and the residue of 28% is shown through other variables outside the
research models. Finally, it could be conclude that the satisfaction and
comitment are important factors that influence customer loyalities of
Syaria bank in Kudus.

Keywords


Servperf, satisfaction, trust, comitment, customer loyalities.

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DOI: http://dx.doi.org/10.18326/infsl3.v5i1.53-80

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