ISLAMINOMICS: JOURNAL OF ISLAMIC ECONOMICS, BUSINESS AND FINANCE

Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Nasabah Yang berimplikasi kepada Loyalitas Nasabah Pada Bank BRISyariah Kantor Cabang Tangerang Daan Mogot

Didi Ahdiat

Keywords: the influence of service quality and product quality on customer satisfaction which has implications for customer loyalty

Abstract

This research aims to determine empirically the influence of service quality and product quality on customer satisfaction which has implications for customer loyalty at Bank BRIsyariah Tangerang Daan Mogot branch office.

This research method uses a quantitative method with a survey approach and an associative hypothesis in a causal relationship by taking a sample of 100 respondents from the customer population at Bank BRISyariah Tangerang and Mogot branches during 2019. The data collection method was carried out through a questionnaire, then the data feasibility test method used validity test, reliability test and classical assumption test. Meanwhile, data analysis uses inferential statistics, namely simple linear regression test, multiple linear regression test, coefficient of determination test, hypothesis test (t and f test) and path analysis.