EFFENDI, ROSMAN (2010) PENGARUH KEPERCAYAAN DAN KEPUASAN TER HADAP LOYALITAS NASABAH DI CABANG BANK SYARIAH MANDIRI DI WILAYAH JAKARTA PUSAT. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.
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Abstract
This research entitles " Trust Influence and Satisfaction Influence to Consumer Loyalty in Syariah Mandiri Bank in region Jakarta . The main issue for this research are : ( 1) How Trust and Satisfaction could Influence Customer Loyalty who transacting in Syariah Mandiri Bank in Central Jakarta Branches, ( 2) How high the trust of the Customer level in Syariah Mandiri Bank in Central Jakarta Branches. ( 3) How high the Satisfaction level of the Customer level in Syariah Mandiri Bank in Central Jakarta Branches.( 4) How high the Customer Loyalty level in Syariah Mandiri Bank in Central Jakarta Branches.(5) To gether information and evaluating the trust and satisfaction level in order increase trust and satisfaction perpormance that affects the customer loyalty in Syariah Mandiri Bank. This Research using 200 customer as its samples and applying linier Regresion and Bivariat analysis tool, and using F-test and t-test as its hypotesis testing. AS Conclusion : (1) Based on result of Data analysis , Customer Believes and Satisfaction to service performance which have been given, while for Loyalty result of of category admission Loyalty but comes near less Loyalty to service performance which have been given by Syariah Mandiri Bank in Central Jakarta Branches. (2) Test result t parsially, Trust of influential positive to Loyalty, and so it is with Satisfaction influential positive to Loyalty. By increasing Trust and Satisfaction, Loyalty increase.(3) Test Result F Anova collectively/together same Trust and Satisfaction influential positive to Loyalty, Trust special its(the influence is hardly signifikan while Satisfaction signifikan doesn't. From test result Trust influence and Satsfaction with same to Customer Loyalty only 22.2 %, the rest is influenced by something else As Suggestions : (1) From result of General in Riset , Customer Believes to Syariah Mandiri Bank in Central Jakarta Branches , for the purpose Writer suggests that performance which there are defended.(2) From result of general in Riset, Customer Satisfied to Syariah Mandiri Bank in Central Jakarta Branches. Writer suggests to the side of Management that performance which there are defended and increase Loyalty sigh of Customer about lack of farm parks, that Area Park extended for Customer.(3) Level of Loyality in general comes near threshold is less Loyalty, writer suggestion that the side of management need to increase Employee performance in handling sigh from Customer.Penelitian ini berjudul “ Pengaruh Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah di Cabang bank Syariah mandiri di wilayah Jakarta-Pusat . Rumusan masalah dalam Penelitian ini adalah (1) Bagaimana Pengaruh Kepercayaan dan Kepuasan terhadap Loyalitas nasabah, (2) Bagaimana tingkat Kepercayaan Nasabah, (3) Bagaimana tingkat Kepuasan Nasabah (4) Bagaimana tingkat Loyalitas Nasabah. Penelitian ini bertujuan untuk mengetahui Kinerja kepercayaan dan kepuasan yang dirasakan oleh Nasabah Bank Syariah Mandiri di kantor Cabang di wilayah Jakarta Pusat (5) untuk mengetahui Kepercayaan dan Kepuasan manakah yang harus diperbaiki agar dapat meningkatkan Kinerja kepercayaan dan kepuasan terhadap Loyalitas nasabah Bank Syariah Mandiri. Sampel Penelitian sebanyak 200 orang Nasabah dengan alat analisis menggunakan analisis Bivariat: Analisis Regresi Linier berganda ; dan Hipotesis menggunakan Uji F dan Uji t. Hasil Penelitian ini menyimpulkan (1 ) Berdasarkan hasil Analisis Data , Nasabah Percaya dan Puas terhadap Kinerja layanan yang sudah diberikan, sedangkan untuk Loyalitas hasilnya masuk kategori Loyal tapi mendekati kurang Loyal terhadap Kinerja layanan yang sudah diberikan oleh Bank Syariah Mandiri di Cabang Cempaka Putih dan Cabang Kramat di wilayah Jakarta Pusat..(2 ) Hasil Uji t secara parsial, Kepercayaan berpengaruh positif terhadap Loyalitas, demikian juga dengan Kepuasan berpengaruh positif terhadap Loyalitas. Dengan meningkatkan Kepercayaan dan Kepuasan, Loyalitas ikut bertambah. (3) Hasil Uji F.Anova secara bersama sama Kepercayaan dan Kepuasan berpengaruh positif terhadap Loyalitas, Khusus Kepercayaan pengaruhnya sangat signifikan sedangkan Kepuasan tidak signifikan. Dari hasil Uji Pengaruh Kepercayaan dan Kepuasan bersama sama terhadap Loyalitas Nasabah hanya 22.2 %, sisanya dipengaruhi hal lain. Saran-saran meliputi (1) Dari hasil Penelitian secara umum, Nasabah Percaya kepada Bank Syariah Mandiri Cabang Cempaka Putih dan Cabang Kramat Raya di wilayah Jakarta Pusat, untuk itu Penulis menyarankan agar Kinerja yang sudah ada dipertahankan. (2) Dari hasil Penelitian secara umum, Nasabah Puas kepada Bank Syariah Mandiri Cabang Cempaka Putih dan Cabang Kramat Raya di wilayah Jakarta Pusat. Penulis menyarankan ke pihak Manajemen agar Kinerja yang sudah ada dipertahankan dan untuk meningkatkan Loyalitas keluhan nasabah mengenai kurangnya lahan parkir, agar Area Parkir diperluas untuk Nasabah. (3 ) Tingkat Loyalitas secara umum mendekati ambang kurang Loyal, penulis menyarankan agar pihak manajemen perlu meningkatkan Kinerja Karyawan dalam menangani keluhan dari Nasabah
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-10-137 |
| NIM/NIDN Creators: | 55108110147 |
| Uncontrolled Keywords: | MPS, MANAJEMEN PEMASARAN |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 09 Jun 2022 03:33 |
| Last Modified: | 14 Jul 2022 02:59 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/62951 |
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