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All Journal e-Journal Ekonomi Bisnis dan Akuntansi
Syara Aulia Febiatillah
Fakultas Ekonomi dan Bisnis Universitas Jember
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Analisis Pengaruh Kualitas Pelayanan Islam Terhadap Loyalitas Nasabah BPRS Bhakti Sumekar Jember Moh. Adenan; Syara Aulia Febiatillah; Akhmad Munir
e-Journal Ekonomi Bisnis dan Akuntansi Vol 8 No 2 (2021): e-JEBA Volume 8 Number 2 Year 2021
Publisher : UPT Penerbitan Universitas Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19184/ejeba.v8i2.21644

Abstract

The purpose of this study is to determine whether compliance, reliability, responsiveness, assurance, empathy, and service facilities have a positive and significant effect on customer loyalty at BPR Syariah Bhakti Sumekar Jember. Quantitative descriptive is used as an approach in this research. The population and sample in this study were all customers of BPRS Bhakti Sumekar Jember, totaling 2083. The sample was taken using simple random sampling and the sample used was 100 respondents. The regression test results show that the variables of compliance, reliability, responsiveness, assurance, empathy, and service facilities partially have a positive and significant effect on customer loyalty of BPR Syariah Bhakti Sumekar Jember. The order of each variable that has the most influence is the service facility variable which has a coefficient of 0.228, then responsiveness 0.197, empathy 0.186, reliability 0.179, assurance 0.157, and the lowest variable is the compliance variable with a regression coefficient of 0.156. Thus, compliance needs to be increased in service delivery, so that if the quality of service provided is getting better, it will make customers loyal.
Co-Authors Akhmad Munir Moh. Adenan