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PENGARUH SERVICE QUALITY TERHADAP LOYALITAS NASABAH (Studi di Bank BRI Syariah KCP Selong, Lombok Timur)

Juniansyah, Zamharir (2018) PENGARUH SERVICE QUALITY TERHADAP LOYALITAS NASABAH (Studi di Bank BRI Syariah KCP Selong, Lombok Timur). Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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Abstract

Quality of Service is the fulfillment of customer needs in order to what it calls the customer can be achieved. By improving the quality of service, so customers will be satisfied and raised lah customer loyalty. Thus this study aims to determine the effect of service quality on customer loyalty. This research is a descriptive study with a quantitative approach. The primary data obtained through data collection questionnaire. The respondents surveyed are customers who already use the services of BRI Sharia Selong KCP were 94 people selected usingtechniques purposive sampling and analyzed using SPSS 22 by means of multiple linear regression analysis. The results in this study show that the quality of service that includes Tangible, Reliability, Responsiveness, Assurance and Empathy jointly significant positive effect on customer loyalty in BRI Syariah KCP Selong East Lombok.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201310510311055
Keywords: Tangible, Reliability, Responsiveness, Assurance, Emphaty, Loyalty
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Islamic Studies > Department of Islamic Economics (60206)
Depositing User: Sulistyaningsih Sulistyaningsih
Date Deposited: 08 Jan 2019 03:53
Last Modified: 11 Jul 2019 03:12
URI : http://eprints.umm.ac.id/id/eprint/43042

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