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All Journal Jurnal Pengabdian Pada Masyarakat Indonesia (JPPMI) Al-Muraqabah: Journal of Management and Sharia Business Jurnal Riset Manajemen Akuntansi Indonesia Indonesian Journal of Social Development
Sari, Cindy Kartika
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Religion Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : Al-Muraqabah: Journal of Management and Sharia Business

 1 
Pengaruh Inovasi Produk dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank BNI Kantor Cabang UGM Yogyakarta dengan Kepuasan Nasabah sebagai Variabel Mediasi Sari, Cindy Kartika; Mursyid, Mursyid; Fahlefi, Wilis
Al-Muraqabah: Journal of Management and Sharia Business Vol. 4 No. 1 (2024): Al-Muraqabah: Journal of Management and Sharia Business
Publisher : Sharia Business Management Study Program, Faculty of Economics and Islamic Business at IAIN Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30762/almuraqabah.v4i1.1301

Abstract

The aim of this research is to determine the effect of product innovation and service quality on customer loyalty at Bank BNI KC UGM Yogyakarta with customer satisfaction as a mediating variable. The research was carried out by distributing questionnaires to 100 respondents who were customers of Bank BNI KC UGM Yogyakarta. The data that was collected was then processed to determine the relationship between the research variables using SmartPLS software version 3.2.9. Based on the research results, information was obtained that 1) product innovation has a significant effect on customer loyalty at Bank BNI KC UGM Yogyakarta; 2) service quality has a significant effect on customer loyalty at Bank BNI KC UGM Yogyakarta; 3) product innovation has a significant effect on customer satisfaction at Bank BNI KC UGM Yogyakarta; 4) service quality has no significant effect on customer satisfaction at Bank BNI KC UGM Yogyakarta; 5) product innovation has a significant effect on customer satisfaction and customer loyalty at Bank BNI KC UGM Yogyakarta; 6) service quality has no significant effect on customer satisfaction and customer loyalty at Bank BNI KC UGM Yogyakarta; and 7) customer satisfaction has a significant effect on customer loyalty at Bank BNI KC UGM Yogyakarta.
Pengaruh Inovasi Produk dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank BNI Kantor Cabang UGM Yogyakarta dengan Kepuasan Nasabah sebagai Variabel Mediasi Sari, Cindy Kartika; Mursyid, Mursyid; Fahlefi, Wilis
Al-Muraqabah: Journal of Management and Sharia Business Vol. 4 No. 1 (2024): Al-Muraqabah: Journal of Management and Sharia Business
Publisher : Sharia Business Management Study Program, Faculty of Economics and Islamic Business at IAIN Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30762/almuraqabah.v4i1.1301

Abstract

The aim of this research is to determine the effect of product innovation and service quality on customer loyalty at Bank BNI KC UGM Yogyakarta with customer satisfaction as a mediating variable. The research was carried out by distributing questionnaires to 100 respondents who were customers of Bank BNI KC UGM Yogyakarta. The data that was collected was then processed to determine the relationship between the research variables using SmartPLS software version 3.2.9. Based on the research results, information was obtained that 1) product innovation has a significant effect on customer loyalty at Bank BNI KC UGM Yogyakarta; 2) service quality has a significant effect on customer loyalty at Bank BNI KC UGM Yogyakarta; 3) product innovation has a significant effect on customer satisfaction at Bank BNI KC UGM Yogyakarta; 4) service quality has no significant effect on customer satisfaction at Bank BNI KC UGM Yogyakarta; 5) product innovation has a significant effect on customer satisfaction and customer loyalty at Bank BNI KC UGM Yogyakarta; 6) service quality has no significant effect on customer satisfaction and customer loyalty at Bank BNI KC UGM Yogyakarta; and 7) customer satisfaction has a significant effect on customer loyalty at Bank BNI KC UGM Yogyakarta.
Co-Authors Abdullah, Azriel Delmiro Frizzy Angela, Deni Azzahra, Dhara Fatimah Fahlefi, Wilis Faj’jrina, Faradila Sofia Nur Firdaus, Satria Muhammad Agus Muljanto Mursyid Djawas Mustikasari, Indracahyaning Naila, Neysa Nurhidayah, Rachmadita Pramesti, Azzahra Dinar Uswatun Chasanah Wahyudi, Kalvin Edo