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All Journal DERIVATIF Al-Qisth Law Review Jurnal Sekretari Universitas Pamulang Jurnal Ilmu Manajemen Retail Universitas Muhammadiyah Sukabumi (JIMAT UMMI) Jurnal Manajemen DIVERSIFIKASI
Durotun Nasikah
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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Journal : Jurnal Sekretari Universitas Pamulang

 1 
PENGARUH COURTESY, DAYA TANGGAP DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BMT ASSYAFI’IYAH CABANG PURBOLINGGO LAMPUNG TIMUR Durotun Nasikah; Suwarto Suwarto
Jurnal Sekretari Universitas Pamulang Vol 8, No 2 (2021): JURNAL SEKRETARI
Publisher : Universitas Pamulang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32493/skr.v8i2.12961

Abstract

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
Co-Authors Dinda Kurnia Saputri Eka Buana Putri Eliyani Eliyani Fitriana Dewi Fitriani Fitriani harlley davidson Ilham Prima Bhaswara Irwan Yuliyanto Jati Imantoro Ladi Arma Yuda Mahmud Arifudin Novita Ardiyanti Rian Falentiyo Selamet Fuadi Suharto Suharto Suryadi Suryadi Suwarto Suwarto Vika Agustin Anggraini Yoga Prasetyo Wibowo