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
TIM REDAKSI
Editor In Chief
- Dr. Abdul Nasser Hasibuan, SE., M.Si, ID SCOPUS 57196074084 , Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
Managing Editor
- Ali Hardana S.Pd., M.SI., Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Indonesia
Editorial Board
- Rukiah, M.Si , Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
- Nofinawati, MA ., Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
- Dr. Budi Gautama Siregar, S.Pd., MM ., Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan, Sumatera Utara, Indonesia
- Dr. Awaluddin, MA, UIN Bukit Tinggi, Sumatera Barat, Indonesia
- Dr. Aliamin,M.Si, Universitas Syiah Kuala, Nanggroe Aceh Darussalam, Indonesia
- Dr. Ilham Hidayah Napitupulu, M.Si, Politeknik Negeri Medan
- Dr. Murniati Mukhlisin, M.Si, ID SCOPUS 57008083900, Institut Agama Islam Tazkia, Indonesia
- Dr. Idhar Yahya, M.Si, ID SCOPUS 57195229014, Universitas Sumatera Utara, Indonesia
Reviewer
- Prof. Dr. Mohammad Nur Rianto Al Arif, M.Si, ID SCOPUS 57797575100, Universitas Syarif Hidayatullah Jakarta, Indonesia
- Dr Mohamed Eskandar Shah Mohd Rasid, Ph.D., ID SCOPUS 57782928700, Associate Professor of Islamic Finance at CIS, HBKU, Qatar
- Hamed Ragab Abbas Rasyid, ID SCOPUS 7102564969, Fakultas Ekonomi dan Ilmu Politik, Universitas Kairo
- Dr. Darwis Harahap, S.HI., M.Si., 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
- 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., ID SCOPUS 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, Bogor, Indonesia
- Dr. Saparuddin Siregar, M.Si, Universitas Islam Sumatera Utara, Indonesia
- Prof. Dr. Sirojuzilam, M.Si, ID SCOPUS 56880411600, Universitas Sumatera Utara, Indonesia
- Abdul Muis Hasibuan, Ph.D., ID SCOPUS 57201644913, Researcher at National Research and Innovation Agency, Indonesia
It Support Team
- Nofinawati, MA, 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: journalofsharia@uinsyahada.ac.id