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Journal : MUAMALATUNA

Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah (Tandamata) Pada Bank BJB Cabang Rangkasbitung Ahmad Tabrani; Gian Sumarna; Mitha Permatasari
MUAMALATUNA Vol 11 No 1 (2019): Januari-Juni 2019
Publisher : Fakultas Syariah UIN Sultan Maulana Hasanuddin Banten

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37035/mua.v11i1.1948

Abstract

Pengaruh kualitas layanan terhadap loyalitas nasabah (tandamata) pada Bank bjb Cabang Rangkasbitung. Penelitian ini bertujuan untuk mengetahui besarnya besar pengaruh kualitas layanan terhadap loyalitas nasabah (tandamata) pada Bank bjb Cabang Rangkasbitung. Sedangkan waktu penelitian dimulai dari Maret sampai dengan Juni 2019. Metode penelitian yang digunakan adalah metode penelitian kuantitatif. Teknik analisa data menggunakan menggunakan statistik inferensial. Teknik pengumpulan data menggunakan kuesioner. Hasil penelitian bahwa terdapat pengaruh kualitas layanan terhadap loyalitas nasabah (tandamata) pada Bank bjb Cabang Rangkasbitung sebesar 74,2% dan sisanya sebesar 25,8% dipengaruhi oleh faktor lain. Hasil pada uji statistik yang telah dilakukan, terbukti thitung≄ ttabel, dapat dinyatakan bahwa hal ini berarti terdapat pengaruh signifikan kualitas layanan terhadap loyalitas nasabah (tandamata) pada Bank bjb Cabang Rangkasbitung, sedangkan saran penelitian antara lain Bank bjb Cabang Rangkasbitung melakukan perbaikan dari sisi kualitas pelayanan seperti menambah petugas di bagian pelayanan, agar nasabah tandamata ketika melakukan transaksi tidak menunggu terlalu lama serta pelayanan yang cepat dapat diterima oleh semua nasabah, dan Bank bjb Cabang Rangkasbitung agar memperbaiki sistem pelayanan serta terus melakukan inovasi-inovasi terhadap produk tandamata agar nasabah tidak beralih ke produk/jasa bank lainKata kunci : kualitas layanan, loyalitas nasabah (tandamata)
Analisis Faktor-Faktor Yang Mempengaruhi Keputusan Nasabah Melakukan Cicilan Emas Di Bank Syariah Indonesia KCP Pandeglang Ahmad Tabrani; Wazin Baihaqi; Nana Suryapermana
MUAMALATUNA Vol 14 No 1 (2022): Januari-Juni 2022
Publisher : Fakultas Syariah UIN Sultan Maulana Hasanuddin Banten

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37035/mua.v14i1.6496

Abstract

This study aims to find out what strategic factors can increase the customer's decision to make gold installments during factual conditions, produce a relationship of influence and dependence between variables that affect the customer's decision to make gold installments on factual conditions, find what strategic factors can increase the customer's decision to make gold installments during potential conditions, and find the potential indirect influence of dependence for each factual condition variables that influence the decision of customers to make gold installments, This research method uses a structural research paradigm using MICMAC tools, informants / actors in this study are pawning appraisal, funding and transaction staff, customer service and 4 gold installment customers. The results showed that the MICMAC analysis of the typology of strategic variables based on the strength of influence found 4 classifications of quadrants of variables, this classification has been tested using MDI and MII. The potential consistency test for this classification has also been tested and the results are stable obtained quadrant I dominant variables with dimensions of selection of the place of distribution: 1, quadrant II of relay variables with 17 dimensions including problem recognition: 2, introduction of information: 2, evaluation of alternatives: 2, purchase decisions: 2, after-purchase behavior: 2, product selection: 2, brand selection: 1, selection of channeling places: 1, and the amount of purchase: 1, and payment method: 2, quadrant III of the output variable there is no one dimension that enters quadrant III, and quadrant IV of the autonomous variable with 2 dimensions of which are brand selection: 1, and the time of purchase: 1