<![CDATA[ABSTRACT The purpose of this study is, first, to prove that service performance has a significant direct influenceon the customer satisfaction of sharia?h banks in the city of Palembang, second, proving that serviceperformance has a direct and significant influence on loyalty. Shari'ah Bank customers in PalembangCity, thirdly, prove that customer satisfaction has a significant direct influence on customer loyalty ofSharia banks in Palembang City, fourth. knowing the role of customer satisfaction as an interveningvariable on the effect of service performance / service performance on customer loyalty of Shari?ahbanks in Palembang City. This research was conducted at Sharia banks in Palembang City (BNISyari'ah, Sumari Syari'ah Bank, BRI Syariah Bank, Bank BTN Syariah, Mandiri Bank Syariah) byinvolving customers who have made transactions with the bank, so they already feel the serviceperformance of the bank. Sampling using nonprobability sampling technique with accidental sampling.The variables used are Banking Service Quality (BSQ), customer satisfaction and customer loyalty.Statistical analysis is used to test hypotheses using analysis. The results showed that ServicePerformance had a positive effect on Customer Satisfaction, Customer Satisfaction had a positive effecton Customer Loyalty. Customer Satisfaction mediated the effect of Service performance on CustomerLoyalty.Key Word: Banking Service Quality (BSQ), customer satisfaction, loyalitas nasabah, customer loyalty ABSTRAK Tujuan Penelitian ini adalah, pertama, membuktikan bahwa service performance/kinerja pelayananmempunyai pengaruh secara langsung yang signifikan terhadap kepuasan nasabah Bank-bank syari?ahdi Kota Palembang, kedua, membuktikan bahwa service performance/kinerja pelayanan mempunyaipengaruh secara langsung yang signifikan terhadap loyalitas nasabah Bank-bank syari?ah di KotaPalembang, ketiga, membuktikan bahwa kepuasan nasabah mempunyai pengaruh secara langsungyang signifikan terhadap loyalitas nasabah Bank-bank syari?ah di Kota Palembang, keempat.mengetahui peran kepuasan nasabah sebagai intervening variable atas pengaruh service performance/kinerja pelayanan terhadap loyalitas nasabah bank-bank Syari?ah di Kota Palembang. Penelitian ini dilakukan pada bank-bank Syari?ah di Kota Palembang (BNI Syari?ah, Bank SumselSyari?ah, Bank BRI Syariah, Bank BTN Syariah, Bank Mandiri Syariah) dengan melibatkannasabah yang telah melakukan transaksi pada bank tersebut, sehingga mereka sudah merasakankinerja pelayanan pada bank tersebut.Pengambilan sampel menggunakan teknik nonprobabilitysampling dengan accidental sampling.Variabel yang digunakan adalah Banking Service Quality(BSQ), kepuasan nasabah dan loyalitas nasabah.Analisis statistik yang digunakan untuk mengujihipotesis dengan menggunakanpathanalisis. Hasil penelitian menunjukkan bahwa Kinerja Pelayananberpengaruh positif terhadap Kepuasan Nasabah, Kepuasan Nasabah berpengaruh positif terhadapLoyalitas Nasabah.Kepuasanan Nasabahmemediasi pengaruh kinerja Pelayanan terhadap LoyalitasNasabah.KataKunci :Banking Service Quality (BSQ), kepuasan nasabah, loyalitas nasabah]]>
