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All Journal Jurnal Manajemen dan Bisnis Baja (JUMANIS BAJA) Jurnal Manajemen Retail
Rizal Zulkarnain
Universitas Banten Jaya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Jurnal Manajemen dan Bisnis Baja (JUMANIS BAJA)

 1 
PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada PT Bank Syariah Mu’amalah Cilegon) Rizal Zulkarnain; HER Taufik; Agus David Ramdansyah
Jurnal Manajemen dan Bisnis Vol 2 No 01 (2020): JUMANIS-BAJA Jurnal Manajemen dan Bisnis Banten Jaya Prodi Kewirausahaan Fakulta
Publisher : LPPM Universitas Banten jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47080/10.47080/vol1no02/jumanis

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 Achmad Rifai HER Taufik Ramdansyah, Agus David