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All Journal Jurnal Riset Bisnis dan Manajemen Tirtayasa
Zulkarnain, Rizal
Program Pascasarjana Magister Manajemen Universitas Sultan Ageng Tirtayasa
Economics, Econometrics & Finance Social Sciences

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Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Intervening (Studi KasusPada PT Bank Syariah Mu’amalah Cilegon) Zulkarnain, Rizal; Ramdansyah, Agus David
Jurnal Riset Bisnis dan Manajemen Tirtayasa Vol 2, No 2 (2018)
Publisher : Faculty of Economics and Business - Universitas Sultan Ageng Tirtaysa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.48181/jrbmt.v2i2.9357

Abstract

Competitive quality of products and services requires marketers to be able to provide some quality products and satisfactory service. This study was conducted to determine the effect of service quality and product quality on customer loyalty and customer satisfaction by taking samples of 93 customers Muamalah savings sampling technique. Research data in the analysis using SEM-PLS method. Based on the result of research shows that service quality has positive and significant effect to customer loyalty, product quality has positive and significant effect to customer loyalty, service quality has positive and significant effect to customer satisfaction, product quality has positive and significant impact to customer satisfaction, and customer satisfaction has positive effect significant to customer loyalty.
Co-Authors Ramdansyah, Agus David