PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH TABUNGAN BTN BATARA iB PADA BANK TABUNGAN NEGARA SYARIAH SURAKARTA
| Main Authors: | Siti, Nur kasanah, Dra., Hj. Ani Sofiyani, M.S.I |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2016
|
| Subjects: | |
| Online Access: |
http://eprints.iain-surakarta.ac.id/365/1/20.%20Siti%20Nur%20kasanah.pdf http://eprints.iain-surakarta.ac.id/365/ |
| ctrlnum |
365 |
|---|---|
| fullrecord |
<?xml version="1.0"?>
<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><relation>http://eprints.iain-surakarta.ac.id/365/</relation><title>PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS 
NASABAH TABUNGAN BTN BATARA iB 
PADA BANK TABUNGAN NEGARA 
SYARIAH SURAKARTA</title><creator>Siti, Nur kasanah</creator><creator>Dra., Hj. Ani Sofiyani, M.S.I</creator><subject>330 Economics</subject><subject>332 Financial economics</subject><description>ABSTRACT 

The objective of this research is to know the effect of service quality 
comprising dimension of tangible, Reliability,Responsiveness, Empathy and 
Assurance toward the loyalty of the customers of Batara iB in Bank Tabungan 
Negara (BTN). The sample in this research are the customers of BTN Syariah of 
Surakarta especially the user of Batara iB savings. The researcher used 
questionnaire to collect the informations from the respondent, meanwhile the 
sample in this research are 99 customers which were taken through simple 
random sampling. 
This research used doubled regression as a method to analysis and the 
analysis tool is SPSS 16.0 for windows.Based on the research finding, it was 
identified that tangible has a significant effect toward the loyalty of the customers 
of BTN Batara iB, it can be seen from the number of tobtained : 3,501 where 0,000. 
An the signifikan Reliability with tobtained : 2,145 and the signification score 0,002. 
Responsiveness with tobtained : 4,602 and the signification score 0,000. Emphaty 
wiht tobtained : 3,098 and the signification score 0,003. Assurance with tobtained : 
2,629 and the signification score 0,001. 

Keywords: Service quality, customer loyalty. 

ABSTRAK 

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan 
yang terdiri dari dimensi bukti fisik, kehandalan , daya tanggap, empati dan 
jaminan terhdap loyalitas nasabah tabungan Batara iB pada Bank Tabungan 
Negara. Sampel dalam penelitian ini adalah nasabah BTN Syariah Surakarta 
menggunakan tabungan Batara iB. Penulis menggunakan kuesioner untuk 
mengumpulkan informasi dari responden, sedangkan sampel penelitian ini 99 
nasabah dan menggunakan simple random sampling. 

Penelitian ini menggunakan metode analisis regresi berganda dengan alat 
analisis SPSS 16.0 for windows.Berdasarkan hasil penelitian diketahui bahwa 
bukti fisik berpengaruh signifikan terhadap loyalitas nasabah tabungan BTN 
Batara iB, hal ini ditunjukkan dari nilai thitung 3,501 dan nilai signifikasinnya 
0,000. Kehandalan dengan nilai thitung 2,145 dan nilai signifikasinya 0,002. Daya 
tanggap dengan nilai thitung 4,602 dan nilai signifikasinya 0,000. Empati dengan 
nilai thitung 3,098 dan nilai signifikan 0,003. Jaminan dengan nilai thitung 2,629 dan 
nilai signifikasinya 0,001. 

Kata kunci :kualitas pelayanan, loyalitas nasabah.</description><date>2016-11-23</date><type>Thesis:Thesis</type><type>PeerReview:NonPeerReviewed</type><type>Book:Book</type><language>eng</language><identifier>http://eprints.iain-surakarta.ac.id/365/1/20.%20Siti%20Nur%20kasanah.pdf</identifier><identifier> Siti, Nur kasanah and Dra., Hj. Ani Sofiyani, M.S.I (2016) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH TABUNGAN BTN BATARA iB PADA BANK TABUNGAN NEGARA SYARIAH SURAKARTA. skripsi thesis, IAIN Surakarta. </identifier><recordID>365</recordID></dc>
|
| language |
eng |
| format |
Thesis:Thesis Thesis PeerReview:NonPeerReviewed PeerReview Book:Book Book |
| author |
Siti, Nur kasanah Dra., Hj. Ani Sofiyani, M.S.I |
| title |
PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS
NASABAH TABUNGAN BTN BATARA iB
PADA BANK TABUNGAN NEGARA
SYARIAH SURAKARTA |
| publishDate |
2016 |
| topic |
330 Economics 332 Financial economics |
| url |
http://eprints.iain-surakarta.ac.id/365/1/20.%20Siti%20Nur%20kasanah.pdf http://eprints.iain-surakarta.ac.id/365/ |
| contents |
ABSTRACT
The objective of this research is to know the effect of service quality
comprising dimension of tangible, Reliability,Responsiveness, Empathy and
Assurance toward the loyalty of the customers of Batara iB in Bank Tabungan
Negara (BTN). The sample in this research are the customers of BTN Syariah of
Surakarta especially the user of Batara iB savings. The researcher used
questionnaire to collect the informations from the respondent, meanwhile the
sample in this research are 99 customers which were taken through simple
random sampling.
This research used doubled regression as a method to analysis and the
analysis tool is SPSS 16.0 for windows.Based on the research finding, it was
identified that tangible has a significant effect toward the loyalty of the customers
of BTN Batara iB, it can be seen from the number of tobtained : 3,501 where 0,000.
An the signifikan Reliability with tobtained : 2,145 and the signification score 0,002.
Responsiveness with tobtained : 4,602 and the signification score 0,000. Emphaty
wiht tobtained : 3,098 and the signification score 0,003. Assurance with tobtained :
2,629 and the signification score 0,001.
Keywords: Service quality, customer loyalty.
ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan
yang terdiri dari dimensi bukti fisik, kehandalan , daya tanggap, empati dan
jaminan terhdap loyalitas nasabah tabungan Batara iB pada Bank Tabungan
Negara. Sampel dalam penelitian ini adalah nasabah BTN Syariah Surakarta
menggunakan tabungan Batara iB. Penulis menggunakan kuesioner untuk
mengumpulkan informasi dari responden, sedangkan sampel penelitian ini 99
nasabah dan menggunakan simple random sampling.
Penelitian ini menggunakan metode analisis regresi berganda dengan alat
analisis SPSS 16.0 for windows.Berdasarkan hasil penelitian diketahui bahwa
bukti fisik berpengaruh signifikan terhadap loyalitas nasabah tabungan BTN
Batara iB, hal ini ditunjukkan dari nilai thitung 3,501 dan nilai signifikasinnya
0,000. Kehandalan dengan nilai thitung 2,145 dan nilai signifikasinya 0,002. Daya
tanggap dengan nilai thitung 4,602 dan nilai signifikasinya 0,000. Empati dengan
nilai thitung 3,098 dan nilai signifikan 0,003. Jaminan dengan nilai thitung 2,629 dan
nilai signifikasinya 0,001.
Kata kunci :kualitas pelayanan, loyalitas nasabah. |
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IOS3440.365 |
| institution |
IAIN Surakarta |
| affiliation |
ptki.onesearch.id |
| institution_id |
326 |
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library:university library |
| library |
Perpustakaan IAIN Surakarta |
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185 |
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Digital Repository Perpustakaan IAIN Surakarta |
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3440 |
| subject_area |
Agama Ekonomi Pendidikan |
| city |
KOTA SURAKARTA |
| province |
JAWA TENGAH |
| repoId |
IOS3440 |
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2017-08-01T00:17:38Z |
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