Pengaruh Kualitas Pelayanan Islam Frontliner Terhadap Loyalitas Nasabah Bank Riau Kepri Cabang Syariah Pekanbaru

Rahmawati, Fathira (2022) Pengaruh Kualitas Pelayanan Islam Frontliner Terhadap Loyalitas Nasabah Bank Riau Kepri Cabang Syariah Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research was motivated by some sharia financial institution that started and some conventional bank had been changed to sharia bank, and made strong competition. In developing era, Islamic services as an important factor to attract and defend customer. Therefore, the research formulation in this research questioned is there frontliner Islamic services quality influenced on customer loyalty at Riau Kepri bank sharia bank Pekanbaru. The purpose in this research examined to know the influence of frontliner Islamic services quality influenced on customer loyalty at Riau Kepri Bank Sharia Bank Pekanbaru. This research used quantitative research with causal design. Research method in data collection technique used observation, interview, questionnaire, and documentation. In data analysis used simple linear regression analysis and the process that counted by using SPSS For Windows Version 24. Research sampling was 100 respondents and sampling technique used incidental sampling. Partial test result (t-test) showed that there was any significant influence between frontliner Islamic services quality on customer loyalty, that was known that t counted (9.000) > t table (1.661). correlation coefficient result was known by 0.673 with percentage 67.3% and it meant that correlation coefficient between variable X and variable Y had strong relationship and determination coefficient result gave contribution in 45.2% meanwhile 54.8% influenced by others factors that did not include in this research.

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