Open AccessPENGARUH SERVICE PERFORMANCE, KEPUASAN, TRUST DAN KOMITMEN TERHADAP LOYALITAS NASABAH DI BANK SYARI’AH MANDIRI KUDUS
Author(s) -
Anita Rahmawaty
Publication year - 2016
Publication title -
inferensi/inferensi
Language(s) - English
Resource type - Journals
eISSN - 2502-1427
pISSN - 1978-7332
DOI - 10.18326/infsl3.v5i1.53-80
Subject(s) - business , customer satisfaction , accidental sampling , loyalty business model , business administration , variables , loyalty , service (business) , marketing , service quality , statistics , mathematics , medicine , population , environmental health
The research is subjected to measure empiric factors that influence onthe consumer loyalities in Bank Syari’ah Mandiri (BSM) Kudus. Therewill be four variables influencing customer loyalities: service performance(serperf), satisfaction, trust and comitment. This reserach is quantitativeresearch with positivistic paradigm. The object of the research is thecustomer of this bank through accidental sampling then Ordinary leastsquare is applied.The finding shows four independent variables but only two of them willinfluence the customer loyalities that are satisfaction and comitment.On the other hands variable of service performance and trust do notinfluence toward customer loyalty. Even that only two variables theAdjusted R2 is 0.727, it means that service performance, satisfaction,trust and commitment could influence customer loyalities for about 72%and the residue of 28% is shown through other variables outside theresearch models. Finally, it could be conclude that the satisfaction andcomitment are important factors that influence customer loyalities ofSyaria bank in Kudus.