Open AccessPENGARUH COURTESY, DAYA TANGGAP DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BMT ASSYAFI’IYAH CABANG PURBOLINGGO LAMPUNG TIMUR
Author(s) -
Durotun Nasikah,
Suwarto Suwarto
Publication year - 2021
Publication title -
jurnal sekretari universitas pamulang
Language(s) - English
Resource type - Journals
eISSN - 2614-5456
pISSN - 2354-6557
DOI - 10.32493/skr.v8i2.12961
Subject(s) - courtesy , loyalty , loyalty business model , customer satisfaction , accidental sampling , psychology , physics , business , population , service quality , service (business) , medicine , marketing , political science , environmental health , law
ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh langsung courtesy, daya tanggap, dan kepuasan nasabah terhadap loyalitas nasabah. Jenis penelitian yang digunakan yaitu penelitian kuantitatif. Metode penelitian ini dilakukan dengan 85 responden yang diambil dengan accidental sampling dan kuesioner sebagai instrumen penelitian. Hasil penelitian ini yaitu 1) courtesy berpengaruh langsung positif terhadap loyalitas nasabah, 2) daya tanggap berpengaruh langsung positif terhadap loyalitas nasabah, 3) kepuasan nasabah berpengaruh langsung positif terhadap loyalitas nasabah, 4) courtesy berpengaruh langsung positif terhadap kepuasan nasabah, 5) daya tanggap berpengaruh langsung positif terhadap kepuasan nasabah. Kata-kata kunci: courtesy, daya tanggap, kepuasan nasabah dan loyalitas nasabah. THE EFFECT OF COURTESY, RESPONSIBILITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF BMT ASSYAFI'IYAH PURBOLINGGO BRANCH EAST LAMPUNG ABSTRACTThe aim of this research were to determine the effect of courtesy, Responsiveness, and customer satisfaction on customer loyalty. The quantitative approach is implemented in this research. The method of research surveys on 85 customers is taken by accidental sampling and questionnaire as an instrument of research. Findings signify that: 1) courtesy direct effect positively to customer loyalty, 2) Responsiveness direct effect positively to customer loyalty, 3) customer satisfaction direct effect positively to customer loyalty, 4) courtesy direct effect positively to customer satisfaction, 5) Responsiveness direct effect positively to customer satisfaction. Keyword: Courtesy, Responsiveness, customer satisfaction and customer loyalty