PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS ANGGOTA DENGAN KEPUASAN ANGGOTA SEBAGAI VARIABEL PEMEDIASI STUDI KJKS BMT EL MENTARI

ANIFAH RACHMA YULIA, NIM. 102325023 (2017) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS ANGGOTA DENGAN KEPUASAN ANGGOTA SEBAGAI VARIABEL PEMEDIASI STUDI KJKS BMT EL MENTARI. Skripsi thesis, IAIN Purwokerto.

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Abstract

Quality Services (service) is the key to loyalty members (consumers). To achieve a good quality of service KJKS BMT El Mentari Banyumas Regency in its development required to provide good service to its members to pay attention to the dimensions of service quality in itself i.e. reliability, responsiveness, assurance, empathy, and physical evidence. The purpose of this research is to know the significant influence the quality of service to loyalty members, significant influence customer satisfaction against the loyalty of members, as well as the influence of the quality of service to the loyalty member to the satisfaction of members as variables of mediation. In this study data sources used are primary data and secondary data. The primary data were obtained based on the answers of the respondents against the now shared with researchers to members in KJKS BMT El MentariBanyumas Regency. To test the influence between the variable quality of service to the loyalty of members with mediation variables involving customer satisfaction used path analysis (path analysis). Path analysis is an extension of linear multiple regression analysis, or the use of regression analysis to estimate the relationship of causality between the variables that have been set previously based on theory. Based on the results of path analysis, to find out the influence of significant service quality against the loyalty Member, obtained the conclusion that the quality of service a positive effect against the loyalty Member significantly on the level of significance (p < 0.05) this indicates that the quality of service which is rated good in the eyes of consumers can affectthe formation of consumer loyalty to a product or service. Then it brings to the conclusion that the quality of service a positive effect against customer loyalty are significantly on the level of significance (p < 0.01). This indicates that the Member is satisfied with a particular product or service, tend to have a great potential to be disloyal towards the product or service.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: service quality, satisfaction, and loyalty member
Subjects: 600 Technology (Applied sciences) > 650 Management and auxiliary services > 651 Office services
Divisions: Fakultas Ekonomi dan Bisnis Islam > Ekonomi Syariah
Depositing User: Aris Administrator Perpustakaan IAIN Purwokerto
Date Deposited: 11 Sep 2017 01:11
Last Modified: 11 Sep 2017 01:11
URI: http://repository.iainpurwokerto.ac.id/id/eprint/2926

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