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All Journal Publika Jurnal Niaga Dan Bisnis Jurnal Transportasi Jurnal Ilmiah Mahasiswa FEB Jurnal Administrasi Bisnis ROTOR: JURNAL ILMIAH TEKNIK MESIN INFORMAL: Informatics Journal Al Qodiri : Jurnal Pendidikan, Sosial dan Keagamaan Paediatrica Indonesiana Information System for Educators and Professionals : Journal of Information System Jurnal Administrasi Pendidikan Indonesia Jurnal Ilmiah Keperawatan (Scientific Journal of Nursing) An Nabighoh Jurnal Pendidikan dan Pembelajaran Bahasa Arab Jurnal Ilmiah Pengembangan Pendidikan (JIPP) Jurnal Kejaora (Kesehatan Jasmani dan Olahraga) Jurnal Manajemen Dirgantara Anaphora: Journal of Language. Literary and Cultural Studies Al-Awqaf: Jurnal Wakaf dan Ekonomi Islam Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Adbis : Jurnal Administrasi dan Bisnis KASBANA : Jurnal Hukum Ekonomi Syariah Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) An-Nahdlah: Jurnal Pendidikan Islam Abdimas Awang Long: Jurnal Pengabdian dan Pemberdayaan Masyarakat Jurnal Pengabdian Kepada Masyarakat Abdi Putra Indonesian Business Review QULUBANA: Jurnal Manajemen Dakwah INOVATIF: Jurnal Penelitian Pendidikan, Agama, dan Kebudayaan Jurnal Ekonomi, Manajemen, Bisnis dan Akuntansi (JEMBA) NUSANTARA: Jurnal Pengabdian Kepada Masyarakat Jurnal Hukum, Politik dan Ilmu Sosial (JHPIS) Media Riset Akuntansi Auditing & Informasi INFORMATION SYSTEM FOR EDUCATORS AND PROFESSIONALS : Journal of Information System J-ENSITEC (Journal of Engineering and Sustainable Technology) Gudang Jurnal Multidisiplin Ilmu Food and Agro-industry (FAGI) Journal Journal Islamic Studies Quru’: Journal of Family Law and Culture Jurnal Intelek Dan Cendikiawan Nusantara Jurnal Intelek Insan Cendikia Food and Agro-industry (FAGI) Journal Jurnal Wasatiyah: Jurnal Hukum Journal of Economics and Development JURNAL KEPERAWATAN Indonesia Berdampak: Jurnal Pengabdian Kepada Masyarakat
ZAINUL ARIFIN
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Journal : Jurnal Niaga Dan Bisnis

 1 
PENGARUH KUALITAS LAYANAN TERHADAP CITRA PERUSAHAAN, KEPUASAN PELANGGAN, KEPERCAYAAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi pada Nasabah Deposan di Bank Muamalat Cabang Darmo Surabaya) Hilda Sanjayawati; Zainul Arifin; Kadarisman Hidayat
Jurnal Niaga & Bisnis (e-journal) 2016: VOL 2 NO 3 AGUSTUS 2016
Publisher : Universitas Sumatera Utara

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Abstract

ABSTRACT The of this study was to determine and explain the effect of Quality of Services To Corporate Image, Customer Satisfaction, Customer Trust and Loyalty. This type of research is an explanatory research. This research was conducted at the Customer depositors in Bank Muamalat Darmo, Surabaya sample of 116 respondents. Methods of data collection is done by using a questionnaire. The data has been obtained and analyzed using descriptive and analytical techniques path (path analysis) along with hypothesis testing to test a significant influence on the variables that have been determined. The findings in the field indicate that Company Image is significantly influenced by the quality of service,Customer satisfaction is significantly influenced by the quality of service Confidence Customers significantly influenced by Quality of Service, Customer Loyalty significantly influenced by Quality services,Customer satisfaction is significantly influenced by the image of the Company,Confidence Customers significantly influenced by Corporate Image, Customer Loyalty significantly influenced by Corporate Image,Confidence Customers significantly influenced by customer satisfaction,Customer Loyalty significantly influenced by customer satisfaction,Customer Loyalty significantly affected by Customer Trust.   Keywords: Quality of Service, Corporate Image, Customer Satisfaction, Customer Trust and Loyalty.   ABSTRAK Tujuan dari penelitian ini adalah untuk mengetahui dan menjelaskan pengaruh Kualitas Layanan Terhadap Citra Perusahaan, Kepuasan Pelanggan, Kepercayaan Pelanggan dan Loyalitas Pelanggan. Jenis penelitian yang digunakan merupakan explanatory research. Penelitian ini dilakukan pada Nasabah Deposan di Bank Muamalat Cabang Darmo Surabaya sampel sebanyak 116 responden. Metode pengumpulan data dilakukan dengan menggunakan kuesioner. Data yang telah diperoleh kemudian dianalisis dengan deskriptif dan menggunakan teknik analisis jalur (path analysis) disertai dengan pengujian hipotesis untuk menguji pengaruh signifikan terhadap variabel yang telah ditentukan. Hasil temuan dilapangan menunjukkan bahwa Citra Perusahaan dipengaruhi secara signifikan  oleh Kualitas Layanan,Kepuasan Pelanggan dipengaruhi secara signifikan oleh Kualitas Layanan Kepercayaan Pelanggan dipengaruhi secara signifikan oleh Kualitas Layanan, Loyalitas Pelanggan dipengaruhi secara signifikan oleh Kualitas Layanan, Kepuasan Pelanggan dipengaruhi secara signifikan oleh Citra Perusahaan,  Kepercayaan Pelanggan dipengaruhi secara signifikan oleh Citra Perusahaan, Loyalitas Pelanggan dipengaruhi secara            signifikan oleh Citra Perusahaan, Kepercayaan Pelanggan dipengaruhi secara signifikan oleh Kepuasan Pelanggan, Loyalitas Pelanggan  dipengaruhi secara signifikan oleh Kepuasan Pelanggan, Loyalitas Pelanggan dipengaruhi secara  signifikan oleh Kepercayaan Pelanggan.   Kata Kunci: Kualitas Layanan, Citra Perusahaan, Kepuasan Pelanggan, Kepercayaan Pelanggan dan Loyalitas Pelanggan.
Co-Authors . Suhardono . Suharyono . Sunarti . Wilopo A.A Ngurah Dianta Esa Negara Ach. Zulfikar Chaidir ACHMAD FAUZI Achmad Fauzi DH Achmad Suhandi Aditya Satriawan Agita Kristian Yudhanto Agus Zaenul Fitri Ahmad Hafidz Lubis Ahmad Munir Saifulloh Ahmad Muzakki Afandi Ahmad Syafii Rahman Ahmad Trijatmiko Akhmad Saifullah Azzamzuri Aldino Satria Graha Alfian Adi Permana Anggun Himawan Aniesa Samira Bafadhal Ardhi, Nusantara Fathonisyam Putra Ardhini Karin Wardani Ari Eko Wardoyo Arifa Mistiani Ario Prakoso Aswitha D. Boediarso As’alul Maghfiroh Ayu Devi Hanifah Azzadina Raiza Azzudy, Muhammad Saifuddin Bayu Angga Aryo Kuncoro Bayu Bajra Bayu Rudiyanto Berly Wijayanti Burhani Maulana Suprayogi Cipto Sembodo Dahlan Fanani Darayani Ernoputri Desriliwa Ade Mela Dessy Irma Dianita Dheva Novianda Saputri Dimas Hendika Wibowo Dorina Siregar Edy Yulianto Eka Intan Kumala Putri Elya Wulan Pratiwi Eva Maghfiroh Fadhil Mochammed Rafiz Fathurrahman Fathurrahman Febe Yustina Setyningrum Feisal Abidin Fijar Fouratama Firman Kurniawan Frenda Arif Ernando Putra Giardo Permadi Putra Ginanjar Abdurrahman Gunawan Syahputra Wijaya Habib Syaiful Jani Hanis Adira Lubis Haritsya Khulud Harnen Sulistio Heidi Sahertiah Herningtyas Ardhirahman Sampurno Ika Firdianingsih Ike Venessa Ilmiyah Inggang Perwangsa Nuralam Intan Mazidah Permatasari Irawan, Dudi Irsan Irwansyah Nasution Isnaini Azizah Izzati Muhimmah Kadarisman Hidayat Kddour Geuttaoui Bedra Kuncoro Aprilia Hikmawati Kusuma Ratnawati Kusuma, Ketut Chandra Adinata Layyinatul Afidah Leli Rosiyana Linggar Eka Setyanto Lukman Azis Lutfi Ardiansyah M Iqbal Choirullah M. Kholid Mawardi M. Randhy Martadinata Made Agus Dharmadi MAFTUH AJMAIN Mamik Ratnawati Marli Mas Aga Haris Irzandy Mikyal Mahdi Rahman Milatul Khoyimah Mochammad Andryansyah Mochammad Juhairi Muhammad Abrori Muhammad Ikhsan Ramadhan Muhammad Irwanti Muhammad Riduansyah Muhammad Syahri Ramadhan Muhammad Zilal Hamzah Muharom, Lutfi Ali Mukhammad Kholid Mawardi Nandya Ayu Putri Nasharuddin Mas Nieke Nurdiyanty Winanda Nirakatriena Pravitaswari Nisa Alfilasari Nur Muslimah Nurhafid Ishari Nurul Handana Oktavianto, Hardian Parell Tua Halomoan Simanjuntak Prama Baswara Widigjaya Pramuja, Alvin Dian Prayoga Saputra Puthud Wijanarko Putra Firman Jayawijaya Putranda Miftahul Amanata Putri Meliana Sugianto Rahayu, Supriati Hardi Rahman Adi Wijaya Rahman, Miftahur Rama Wahyudi Rindy Regar Robby Nur Akbar Rumiah Siregar Sanjayawati, Hilda SATRIYAS ILYAS Shobirin Noer Sofian Natanial Sri Wahyudi Suci Ramadhanti Febriani Suhud Kharisma Suleha Lubis Sulistyo, Henny Wahyu Sunarsih, Aci Sunarti Sunarti Survival Suwari Syamsul Arifin Syuhud Taralan Tambunan Torkis Lubis Usnun Nasichah Kurniawati Wahid Mahmud Widya Kusuma Wardhani Wijaya, Guruh Wilopo Wilopo Wilopo Wilopo Yongki Perdana Putra Yuana Susmiati Yurinaldi Yurinaldi Zahruddin Zahruddin