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All Journal Wadiah : Jurnal Perbankan Syariah Jurnal Ekonomi, Manajemen, Akuntansi
Vanessa, Chelsea
Unknown Affiliation
Economics, Econometrics & Finance Social Sciences

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Urgensi Mutu Pelayanan Customer Service Dalam Meningkatkan Kepuasan Dan Loyalitas Nasabah Umatin, Choiru; Vanessa, Chelsea; Sulkha, Atina; Nurkholifah, Noviana; Pambudi , Adjie; Al Muiz, Mochamad Nasichin; Ridwanulloh, M. Ubaidillah
WADIAH Vol. 8 No. 2 (2024): Wadiah: Jurnal Perbankan Syariah
Publisher : Program Studi Perbankan Syariah Fakultas Ekonomi dan Bisnis Islam IAIN Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30762/wadiah.v8i2.1509

Abstract

ABSTRACT Service capability plays an important role for the sustainability of a company in increasing customer satisfaction and loyalty. The main priority of a company engaged in banking services is customer satisfaction. In winning the increasingly competitive competition, the Bank strives to provide the best service (service excellent). This study aims to determine the importance of retaining customers and reaching potential customers. In addition, to find out how to maintain and improve the quality and loyalty of its customers. The research uses a library research method in which data is collected based on academic data bases, digital libraries, and repositories of educational institutions. Some references are obtained from books, scientific journals, articles and research reports relevant to customer service quality research in improving customer quality and loyalty. The result is that customer service quality has a crucial role in shaping customer perceptions of financial institutions. Quality of service is very concerned about satisfaction and loyalty to maintain a positive brand image or image in the eyes of the community. The effect of customer satisfaction on customer loyalty can show that customer satisfaction has a significant effect on customer loyalty. Increasing service quality has an impact on customer satisfaction and loyalty is also increasing. Conversely, if the quality of Customer Service service decreases, it will have an impact on worsening customer satisfaction and loyalty.
Analisis Pengaruh Kualitas Pelayanan dan Kepercayaan pada Loyalitas Nasabah PT Bank Central Asia Tbk Cabang Kartini Vanessa, Chelsea
EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi Vol. 4 No. 4: Mei 2025
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/ekoma.v4i4.10172

Abstract

Penelitian ini dilakukan untuk membuktikan adanya pengaruh kualitas pelayanan dan kepercayaan nasabah terhadap loyalitas nasabah Bank Central Asia cabang Kartini di Jakarta Pusat. Penelitian ini menggunakan populasi nasabah Bank Central Asia cabang Kartini, dengan sampel sebanyak 100 responden dan teknik penyebaran kuesioner untuk mendapatkan jawaban responden. Alat analisis yang digunakan untuk penelitian ini adalah perangkat lunak yaitu IBM SPSS. Pengambilan sampel dengan menggunakan teknik purposive sampling dengan menggunakan rumus slovin dalam menentukan jumlah sampel. Teknik pengumpulan data dengan menggunakan data primer dikumpulkan melalui kuesioner. Analisis data yang digunakan dengan menggunakan teknik analisis regresi linear berganda. Hasil dalam penelitian ini menunjukkan bahwa variabel kualitas pelayanan (X1) dan variabel kepercayaan (X2) secara parsial berpengaruh terhadap variabel loyalitas konsumen (Y).
Co-Authors Al Muiz, Mochamad Nasichin Nurkholifah, Noviana Pambudi , Adjie Ridwanulloh, M. Ubaidillah Sulkha, Atina Umatin, Choiru