Date: 20-09-2020 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Nasabah (Studi Pada Koperasi Simpan Pinjam Al-Hikmah Kota Malang)

Detail
Author Ricky Ilman Qusnii Fachman
Category Manajemen Pemasaran

Abstract

This research is motivated because the rapid growth of financial services institutions is no exception Al-Hikmah Malang savings and credit cooperatives. This has resulted in higher competition in finding customers. The Al-Hikmah savings and credit cooperative wants its customers to be loyal, because loyal customers mean that the profitability of the company will be well maintained. Good service and customer satisfaction are the key for a customer to remain loyal to the company. For this reason, this study aims to determine the effect of service quality and customer satisfaction on customer loyalty (Study on Al-Hikmah Malang Savings and Loans Cooperative. The number of samples uses the Slovin formula with a population of 432 and an error rate of 10%, determined by 81 respondents. using random sampling and analysis technique used is multiple linear regression analysis.Hypotheses in this study are: the first factor of service quality has a positive and significant effect on customer loyalty.The second hypothesis is the factor of customer satisfaction has a positive and significant effect on customer loyalty. The third all of factor of service quality and customer satisfaction has a positive and significant effect on customer loyalty.