Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Di Bank Sumut Syariah Cabang Padangsidimpuan
Keywords:
Service Quality, Customer Satisfaction, Loyalty, Bank Sumut Syariah Padangsidimpuan BranchAbstract
This study aims to see the influence of service quality and customer satisfaction on loyalty at Bank Sumut Syariah Padangsidimpuan Branch. The variables in this study are Service Quality and Customer Satisfaction as independent variables and Loyalty as a dependent variable. This study is a descriptive quantitative research by distributing questionnaires as a data collection method. The sample in this study is 100 respondents who are customers of Bank Sumut Syariah Padangsidimpuan Branch. The data analysis technique uses the SPSS (Statistical Product and Service Solution) Version 23 application. This study can be concluded that the quality of service has a positive and significant effect on loyalty at Bank Sumut Syariah Padangsidimpuan Branch. This is caused by Bank Sumut Syariah Padangsidimpuan Branch which is able to improve the quality of its service to customers. Customer satisfaction has a positive effect on loyalty at Bank Sumut Syariah Padangsidimpuan Branch. This is proven by the number of customers who are satisfied with becoming customers at Bank Sumut Syariah Padangsidimpuan Branch. As well as the quality of service and customer satisfaction simultaneously affect loyalty at Bank Sumut Syariah Padangsidimpuan Branch. This research is expected to be a source of reference for Bank Sumut Syariah Padangsidimpuan Branch to further optimize and maintain the services provided so far and for the community as reference and reference materials because those who have not become customers at the bank because the services of Bank Sumut Syariah Padangsidimpuan Branch are good and effective so that it has an impact on the satisfaction that will be felt.
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