Influence of Service Quality on Customer Loyalty  at BSI KCP Imam Bonjol, Aceh Barat Regency

Nur Fajri; Ahmad Arkadius; Sri Hartati; Meri Saputra

doi:10.31572/inotera.Vol8.Iss2.2023.ID244

Nur Fajri STIMI Meulaboh
Ahmad Arkadius STIMI Meulaboh
Sri Hartati STIMI Meulaboh
Meri Saputra STIMI Meulaboh

DOI: https://doi.org/10.31572/inotera.Vol8.Iss2.2023.ID244

Keywords: Service, Quality, Customer, Loyalty, BSI

Abstract

This study aims to determine the effect of service quality on customer loyalty at BSI KCP Imam Bonjol Kabupaten Aceh Barat. The dependent variable in this study is customer loyalty while the independent variable is service quality. The data analysis method used in this study uses the classic assumption test including the normality test, multicollinearity test, heteroscedestity test and autocorrelation test. Meanwhile, hypothesis testing includes multiple linear tests, partial t tests and simultaneous F. Based on the results of the study using the Anova test (F test) shows that the sig value <0.05, in other words H0 rejects, means that service quality affects customer loyalty of BSI KCP Imam Bonjol Kabupaten Aceh Barat.

Downloads

Download data is not yet available.

References

Tidtichumrernporn, T., Jansasak, S., Mujtaba, B.G., Khunsongkiet, P., Duangjai, N. dan Bhavvanantechasuon, N. Measuring the Satisfaction of Domestic and International Tourists toward Lanna Cultural Tourism Products: A Study of Progress in Chiang Mai Walking Street Activities. Journal of Business Studies Quarterly, 2010, pp.31-52.

Ratminto dan Atik Septi Winarsih.Manajemen Pelayanan. Yogyakarta: Pustaka Pelajar.2005.

Sangadji, Etta Mamang dan SopiahPerilaku Konsumen. Yogyakarta: Andi Offset.2013

Nangoi. Pemberdayaan di Era Ekonom Pengetahuan. Jakarta: PT. Gramedia. 2004

Kloter, Phillip dan Kevin Lane Kaller. Manajemen Pemasaran Edisi Ketiga Belas. Erlangga. 2008

Hardiansyah. Kualitas Pelayanan Publik. Yogyakarta: Gaya Media.2011

Alma, Bukhari dan Donni Juni Priansa. Manajemen Bisnis Syariah. Bandung: Alfabeta. 2014.

Ronika,Piper. Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah NonMuslim Pada PT. Frudential Syariah Cabang Bekasi. Skripsi, Fakultas Syariah dan Hukum UIN Syarif Hidayatullah Jakarta. 2015

Kartajaya, H. on Segmentation. Bandung : PT. Mizan Pustaka.2007

Tjiptono, Fandy. Pemasaran Jasa. Malang: Bayumedia Publishing. 2005

Arikunto, Suharsimi. Prosedur Penelitian Suatu Pendekatan Praktek. Jakarta: Rineka Cipta, 2013.

Imam Ghozali. Aplikasi Analisis Multivariate dengan Program IMB SPSS 19. Semarang: Undip. 2011