Nur Izmi Aprilianti, - (2024) LOYALITAS NASABAH PEMBIAYAAN BTPN SYARIAH KABUPATEN BANDUNG : Peran Kualitas Layanan, Citra Perusahaan, Manajemen Hubungan Pelanggan dengan Kepuasan Nasabah Sebagai Mediator dan Religiositas Sebagai Moderator. S1 thesis, Universitas Pendidikan Indonesia.
Abstract
Bank syariah tumbuh signifikan setiap tahun, namun tingkat loyalitas nasabahnya masih tergolong rendah apabila dibandingkan dengan bank konvensional. Oleh karena itu, penulis tertarik untuk meneliti beberapa faktor yang menyebabkan nasabah menjadi loyal terhadap bank syariah. Penelitian ini bertujuan untuk memberikan gambaran kualitas layanan, citra perusahaan, manajemen hubungan pelanggan serta pengaruhnya terhadap loyalitas nasabah baik secara langsung maupun melalui mediasi kepuasan nasabah dan moderasi religiositas. Metode penelitian yang digunakan adalah metode kuantitatif dengan metode analisis PLS-SEM. Subjek penelitiannya yaitu nasabah pembiayaan BTPN Syariah Kabupaten Bandung dengan jumlah 250 responden. Adapun hasil penelitian menyatakan bahwa kualitas layanan, citra perusahaan, dan kepuasan nasabah memiliki pengaruh positif signifikan terhadap loyalitas nasabah. Manajemen hubungan pelanggan tidak memiliki pengaruh langsung terhadap loyalitas nasabah. Kepuasan nasabah memediasi hubungan kualitas layanan, citra perusahaan, dan manajemen hubungan pelanggan terhadap loyalitas nasabah. Namun, religiositas tidak memoderasi hubungan kepuasan nasabah dengan loyalitas nasabah. Melalui penelitian ini, bank syariah diharapkan dapat mengembangkan strategi dalam mempertahankan loyalitas nasabah melalui peningkatan kualitas layanan, menjaga citra bank, menjalin hubungan baik dengan nasabah, dan meningkatkan segi religi baik di kantor maupun saat berhadapan dengan nasabah agar kepuasan nasabah pun meningkat. Kata Kunci : Loyalitas Nasabah, Kepuasan Nasabah, Kualitas Layanan, Citra Perusahaan, Manajemen Hubungan Pelanggan. Islamic banks grow significantly every year, but the level of customer loyalty is still relatively low when compared to conventional banks. Therefore, the author is interested in researching several factors that cause customers to become loyal to Islamic banks. This research aims to provide an overview of service quality, bank image, customer relationship management and its influence on customer loyalty both directly and through the mediation of customer satisfaction and moderation of religiosity. The research method used is a quantitative method with the PLS-SEM analysis method. The research subjects were BTPN Syariah financing customers in Bandung Regency with a total of 250 respondents. The research results state that service quality, company image and customer satisfaction have a significant positive influence on customer loyalty. Customer relationship management does not have a direct influence on customer loyalty. Customer satisfaction mediates the relationship between service quality, company image, and customer relationship management on customer loyalty. However, religiosity does not moderate the relationship between customer satisfaction and customer loyalty. Through this research, I hoped that Islamic banks can develop strategies to maintain customer loyalty by improving service quality, maintaining the bank's image, establishing good relationships with customers, and increasing the religious aspect both in the office and when dealing with customers so that customer satisfaction increases. Keywords: Customer Loyalty, Customer Satisfaction, Service Quality, Bank Image, Customer Relationship Management.
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| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?hl=en&user=cj2_0vwAAAAJ&scilu=&scisig=ANI4uE0AAAAAZuN0f-5hCjDcYF-tsqc8JkT_URM&gmla=AC6lMd96FuAgr8H54QLlhbmR2hk7xeGPgs3uQfyOzANVN4dxU4RXyioifHi5dK4zzSCxsTfKFoEH0Ip24i3XPzi6qfEhUp6cFKGowibqSZI&sciund=10510822101386295554 ID SINTA Dosen Pembimbing: Juliana : 6649754 Suci Aprilliani Utami : 6006385 |
| Uncontrolled Keywords: | Loyalitas Nasabah, Kepuasan Nasabah, Kualitas Layanan, Citra Perusahaan, Manajemen Hubungan Pelanggan. Customer Loyalty, Customer Satisfaction, Service Quality, Bank Image, Customer Relationship Management. |
| Subjects: | B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc H Social Sciences > HG Finance |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Ilmu Ekonomi dan Keuangan Islam |
| Depositing User: | Nur Izmi Aprilianti |
| Date Deposited: | 19 Sep 2024 01:50 |
| Last Modified: | 19 Sep 2024 01:50 |
| URI: | http://repository.upi.edu/id/eprint/124625 |
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