DETERMINANTS OF CUSTOMER LOYALTY
Abstract
This study aims to determine the effect of customer satisfaction and bank image on customer loyalty at Pt. Bank Muamalat Indonesia, Tbk., Panyabungan Sub-Branch Office. The creation of customer satisfaction and a good bank image is an advantage for banks. Satisfaction is a good basis for customers to repeat the use of related bank services so that these customers become loyal. This research is a quantitative study, data obtained from questionnaires. The sample collection technique uses the Slovin formula to obtain a sample of 83 customers. Data analysis using multiple linear regression. The results showed that customer satisfaction partially affected customer loyalty and the image of the bank affected customer loyalty. Then simultaneously customer satisfaction and the image of the bank together have a significant and significant effect on customer loyalty.
Full Text:
PDF (Bahasa Indonesia)References
Bank Muamalat Indonesia, Annual Report, Jakarta: Bank Muamalat Indonesia, 2018.
Evi Okatviani Satriyanti, “ Pengaruh Kualitas Layanan, Kepuasan Nasabah Dan Citra Bank Terhadap Loyalitas Nasabah Bank Muamalat di Surabaya”, dalam Jornal Of Business and Banking, Volume 2, No. 2, November 2012.
Firdaus Muhammad, Ekonometrika Suatu Pendekatan Aplikatif, Jakarta: PT Bumi Aksra, 2004.
__________, Ekonometrika Suatu Pendekatan Aplikatif, Jakarta: PT Bumi Aksra, 2011.
Ismayanti Maulina, “ Pengaruh Kualitas Layanan, Citra Bank dan Kepercayaan Terhadap Loyalitas Nasabah Bank BCA di Surabaya” (Artikel Ilmiah, Sekolah Tinggi Ilmu Ekonomi Perbanas, 2015).
Kasmir, Manajemen Perbankan, Jakarta: Rajawali Pers, 2014.
Mamang, Etta Sangadji & Sopiah, Perilaku Konsumen, Yogyakarta: CV Andi Offset, 2013.
Noor Juliansyah, Metode Penelitian, Jakarta: Kencana, 2010.
Sugiyono, Metode Penelitian Bisnis, Bandung: Alfabeta, 2007.
Umar Husein, Metode Penelitian Untuk Skiripsi dan Tesis Bisnis, Jakarta: rajawali Pers, 2013.
Undang-undang Republik Indonesia Nomor 21 Tahun 2008 tentang Perbankan Syariah. 2008. Jakarta: Kementrian Hukum dan HAM Republik Indonesia.
Wiratna, V. Sujarweni, Metode Penelitian Bisnis Dan Ekonomi, Yogyakarta: Pustaka baru Press, 2015.
DOI: https://doi.org/10.24952/jsb.v2i1.4835
Refbacks
- There are currently no refbacks.
INDEKS JURNAL
1.png)
TIM REDAKSI
Editor In Chief
- Dr. Abdul Nasser Hasibuan, SE., M.Si., SCOPUS ID 57196074084 , Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
Managing Editor
- Ali Hardana S.Pd., M.SI., SINTA ID 6746127 Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
Editorial Board
- Rukiah, M.Si., SINTA ID 6724481 Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
- Nofinawati, MA., SINTA ID 6190151 Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
- Dr. Budi Gautama Siregar, S.Pd., MM., SINTA ID 6190049 Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
- Dr. Awaluddin, MA., Scopus ID 57220003271 UIN Bukit Tinggi, Sumatera Barat, Indonesia
- Dr. Aliamin,M.Si., SINTA ID 6190355 Universitas Syiah Kuala, Indonesia
- Dr. Ilham Hidayah Napitupulu, M.Si., Scopus ID 56968180000 Politeknik Negeri Medan, Indonesia
- Dr. Murniati Mukhlisin, M.Si., SCOPUS ID 57008083900, Institut Agama Islam Tazkia, Indonesia
- Dr. Idhar Yahya, M.Si, SCOPUS ID 57195229014, Universitas Sumatera Utara, Indonesia
Reviewer
- Prof. Dr. Mohammad Nur Rianto Al Arif, M.Si, SCOPUS ID 57797575100, Universitas Syarif Hidayatullah Jakarta, Indonesia
- Dr Mohamed Eskandar Shah Mohd Rasid, Ph.D., ID SCOPUS ID 57782928700, Associate Professor of Islamic Finance at CIS, HBKU, Qatar
- Hamed Ragab Abbas Rasyid, SCOPUS ID 7102564969, Fakultas Ekonomi dan Ilmu Politik, Universitas Kairo, Kairo
- Prof. Dr. Darwis Harahap, S.HI., M.Si., Scopus ID: 57219150085 Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
- Dr. Abdul Nasser Hasibuan, SE., M.Si., ID SCOPUS 57196074084, Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
- Dr. Muhammad Kristiawan, M.Si., ID SCOPUS 57205367909, Universitas Bengkulu, Indonesia
- Prof. Dr. Iskandar Muda, SE., M.Si., Ak., CA., ID SCOPUS 57219085312, Universitas Sumatera Utara, Indonesia
- Prof. Dr. Isfenti Sadalia, MM., SCOPUS ID 57192412199, Universitas Sumatera Utara, Indonesia
- Rifki Ismal, Ph.d, ID SCOPUS 47061320200, STIE Tazkia dan Bank Indonesia
- Hendri Tanjung, Ph.d, ID SCOPUS 57224368001, Universitas Ibn Kaldun, Indonesia
- Dr. Saparuddin Siregar, M.Si, Scopus ID 58776925600 Universitas Islam Negeri Sumatera Utara, Indonesia
- Prof. Dr. Sirojuzilam, M.Si. SCOPUS ID 56880411600, Universitas Sumatera Utara, Indonesia
- Abdul Muis Hasibuan, Ph.D., SCOPUS ID 57201644913, Researcher at National Research and Innovation Agency, Indonesia
It Support Team
- Nofinawati, MA, SINTA ID 6190151 Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
ISSN Print: 2809-8781
ISSN Online: 2827-9344
FAKULTAS EKONOMI DAN BISNIS ISLAM
UNIVERSITAS ISLAM NEGERI SYEKH ALI HASAN AHMAD ADDARY PADANGSIDIMPUAN
Jalan T. Rizal Nurdin Km. 4,5 Sihitang Padangsidimpuan, Sumatera Utara, Indonesia
Email: journalofshariabanking@uinsyahada.ac.id