Jurnal Ekonomi Pembangunan
Vol 11, No 1 (2013): Jurnal Ekonomi Pembangunan

PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK BRI SYARIAH DI SAMARINDA

Pratama, Apriadi (Unknown)
Rusmilawati, . (Unknown)
Parminto, Ardi (Unknown)

Article Info

Publish Date
01 Jun 2013

Abstract

This study aims to determine the effect of service quality consisting of Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4), and Tangible (X5) customer satisfaction (Y1) and customer loyalty (Y2) at Bank BRI Sharia in Samarinda. T test results are known effects of service quality on customer satisfaction (Y1). Variable Reliability (X1) significant because the level (sig <0.05), namely (0.000 <0.05). Variable Responsiveness (X2) is significant (0.036 <0.05). Variable Assurance (X3) is significant (0.000 <0.05). Empathy variable (X4) is significant (0.001 <0.05). Tangible variable (X5) had no significant effect due to the level (sig> 0.05), namely (0.627> 0.05).

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Journal Info
Jurnal Ekonomi Pembangunan
Website

Abbrev

jep

Publisher

Universitas Muhammadiyah Malang

Subject

Economics, Econometrics & Finance

Description

Jurnal ekonomi pembangunan published by Pusat Pengkajian Ekonomi dan Kebijakan Publik (PPEKP), Faculty of Economics and Business, University of Muhammadiyah Malang. This journal is used as a source of information about scientific works in the field of development economics for every academician, ...