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Pratama, Apriadi
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Economics, Econometrics & Finance

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PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK BRI SYARIAH DI SAMARINDA Pratama, Apriadi; Rusmilawati, .; Parminto, Ardi
Jurnal Ekonomi Pembangunan Vol 11, No 1 (2013): Jurnal Ekonomi Pembangunan
Publisher : Pusat Pengkajian Ekonomi dan Kebijakan Publik

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (0.036 KB) | DOI: 10.22219/jep.v11i1.3728

Abstract

This study aims to determine the effect of service quality consisting of Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4), and Tangible (X5) customer satisfaction (Y1) and customer loyalty (Y2) at Bank BRI Sharia in Samarinda. T test results are known effects of service quality on customer satisfaction (Y1). Variable Reliability (X1) significant because the level (sig <0.05), namely (0.000 <0.05). Variable Responsiveness (X2) is significant (0.036 <0.05). Variable Assurance (X3) is significant (0.000 <0.05). Empathy variable (X4) is significant (0.001 <0.05). Tangible variable (X5) had no significant effect due to the level (sig> 0.05), namely (0.627> 0.05).
Co-Authors Parminto, Ardi Rusmilawati, .