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All Journal Journal AL-MUDARRIS J-PIPS (Jurnal Pendidikan Ilmu Pengetahuan Sosial) RESEARCH AND DEVELOPMENT JOURNAL OF EDUCATION (RDJE) Wadiah : Jurnal Perbankan Syariah International Education Trend Issues Indonesian Journal of Multidisciplinary and Educational Researcher
Umatin, Choiru
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Religion Humanities Earth & Planetary Sciences Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Library & Information Science Mathematics Neuroscience Social Sciences Other

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Journal : Wadiah : Jurnal Perbankan Syariah

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Urgensi Mutu Pelayanan Customer Service Dalam Meningkatkan Kepuasan Dan Loyalitas Nasabah Umatin, Choiru; Vanessa, Chelsea; Sulkha, Atina; Nurkholifah, Noviana; Pambudi , Adjie; Al Muiz, Mochamad Nasichin; Ridwanulloh, M. Ubaidillah
WADIAH Vol. 8 No. 2 (2024): Wadiah: Jurnal Perbankan Syariah
Publisher : Program Studi Perbankan Syariah Fakultas Ekonomi dan Bisnis Islam IAIN Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30762/wadiah.v8i2.1509

Abstract

ABSTRACT Service capability plays an important role for the sustainability of a company in increasing customer satisfaction and loyalty. The main priority of a company engaged in banking services is customer satisfaction. In winning the increasingly competitive competition, the Bank strives to provide the best service (service excellent). This study aims to determine the importance of retaining customers and reaching potential customers. In addition, to find out how to maintain and improve the quality and loyalty of its customers. The research uses a library research method in which data is collected based on academic data bases, digital libraries, and repositories of educational institutions. Some references are obtained from books, scientific journals, articles and research reports relevant to customer service quality research in improving customer quality and loyalty. The result is that customer service quality has a crucial role in shaping customer perceptions of financial institutions. Quality of service is very concerned about satisfaction and loyalty to maintain a positive brand image or image in the eyes of the community. The effect of customer satisfaction on customer loyalty can show that customer satisfaction has a significant effect on customer loyalty. Increasing service quality has an impact on customer satisfaction and loyalty is also increasing. Conversely, if the quality of Customer Service service decreases, it will have an impact on worsening customer satisfaction and loyalty.
Co-Authors Al Muiz, Mochamad Nasichin Andi Basuki, Andi Basuki, Andi Laili, Ummiy Fauziyah Nasichin Al Muiz, Mochamad Nurkholifah, Noviana Pambudi , Adjie Prameswati, Laudria Nanda Rahmawati, Novi Rosita Ridwanulloh, M. Ubaidillah Rois, Muhammad Silfi, Riza Kurnia Sulkha, Atina Susilowati, Eni Susilowati, Eni Vanessa, Chelsea Widayanti, Desi