Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah dan Gethok Tular pada Bank Syariah di Kota Palu
Journal Title: Jurnal Manajemen dan Kearifan Lokal Indonesia - Year 2018, Vol 2, Issue 1
Abstract
Excellent service is the main thing to win customers' hearts. The purpose of this study was to: 1) determine the effect of service quality on the satisfaction of Islamic Bank customers in Palu City, 2) find out and analyze the effect of customer satisfaction on “gethok tular” on Sharia Bank customers in Palu City. Overall, the sample in this study amounted to 190 customers, consisting of 131 customers of Bank Muamalat and 59 customers of Bank Syariah Mandiri. The analytical method used is Structural Equation Modeling (SEM). The results of this study indicate that: 1) service quality significantly and positively affects the satisfaction of Sharia Bank customers in Palu City, and 2) customer satisfaction has a significant and positive effect on “gethok tular” on Islamic Banks in Palu City
Authors and Affiliations
Nur Hilal, Hariyanto R. Djatola
Keywords
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- EP ID EP614061
- DOI 10.26805/jmkli.v2i1.14
- Views 83
- Downloads 0
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