PENGARUH PRODUK, KUALITAS LAYANAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH BANK MANDIRI SYARIAH

Abstract

The purpose of this research is to find out the influence of product, service quality, and satisfaction to the loyalty at Bank Mandiri Syariah Jemursari branch. The samples have been selected by using Accidental Sampling method in which the sampling technique is based on the customer who accidentally met the researcher and conducted transaction at Bank Mandiri Syariah Jemursari branch. The data analysis method has been carried out by using quantitative method and the statistics analysis has been done by using multiple linear regression analysis, the model feasibility test has been done by using goodness of fit, multiple correlation coefficient analysis, and multiple determination coefficient and hypothesis test has been conducted by using t test. The result of this research indicates that product gives positive and significant influence to the loyalty at Bank Mandiri Syariah Jemursari branch, service quality gives positive and significant influence to the loyalty at Bank Mandiri Syariah Jemursari branch, and satisfaction gives positive and significant influence to the loyalty at Bank Mandiri Syariah jemursari branch.
Keywords: product, service quality, satisfaction, loyalty