Pengaruh Kualitas Pelayanan dan Penerapan GCG (Good Corporate Governance) Terhadap Loyalitas Nasabah Pada Bank Sumsel Babel Syariah Cabang Utama Palembang

Alpiani, Alpiani (2023) Pengaruh Kualitas Pelayanan dan Penerapan GCG (Good Corporate Governance) Terhadap Loyalitas Nasabah Pada Bank Sumsel Babel Syariah Cabang Utama Palembang. Pengaruh Kualitas Pelayanan dan Penerapan GCG (Good Corporate Governance) Terhadap Loyalitas Nasabah Pada Bank Sumsel Babel Syariah Cabang Utama Palembang (134). (Unpublished)

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Abstract

This research aims to examine the influence of service quality and the implementation of GCG (Good Corporate Governance) on customer loyalty at Bank Sumsel Babel Syariah, Palembang Main Branch. The method used in this research is a quantitative approach with a probability sampling technique using simple random sampling with a total population of 326,136 and the research sample obtained was 100 respondents. Data was collected using a questionnaire and analyzed using the IBM SPSS Statistics 24 program, data analysis tools in the form of validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, hypothesis tests, and coefficient of determination tests (R2). The research results can be concluded that partially the service quality variable has a negative and significant effect on customer loyalty with a calculated t value of -3.972 < -1.660 and a significance value of 0.000 < 0.05. This means that the higher the quality of service provided by Bank Sumsel Babel Syariah, Palembang Main Branch, does not guarantee that someone will be loyal. Then in the GCG implementation variable there is a positive and significant influence on customer loyalty with a calculated t value of 9.141 > 1.660 and a significance value of 0.000 < 0.05. This means that the better the implementation of GCG at Bank Sumsel Babel Syariah, Palembang Main Branch, the greater the customer loyalty will increase. Meanwhile, simultaneously it can be seen that the service quality variables (X1) and the implementation of GCG (X2) have a significant effect on customer loyalty (Y), the results of the significance calculation are 0.000 < 0.05.

Item Type: Article
Uncontrolled Keywords: Service Quality, Customer Loyalty, GCG Implementation.
Subjects: Ekonomi dan Bisnis Islam > Perbankan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > 61206 - Perbankan Syariah (S1)
Depositing User: ALPRIANI 2010603016
Date Deposited: 24 Jan 2024 07:37
Last Modified: 24 Jan 2024 07:37
URI: http://repository.radenfatah.ac.id/id/eprint/34447

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