Pengaruh kualitas layanan dan kualitas hubungan terhadap loyalitas nasabah dengan religiusitas sebagai moderasi

Studi kasus pada nasabah bank syariah indonesia kantor cabang pembantu (kcp) malang pasar besar

Authors

  • Aminatur Syarifah Rofiah Program Studi Perbankan Syariah, Universitas Islam Negeri Maulana Malik Ibrahim Malang
  • Yayuk Sri Rahayu Program Studi Perbankan Syariah, Universitas Islam Negeri Maulana Malik Ibrahim Malang

Keywords:

service quality, relationship quality, customer loyalty

Abstract

This research uses quantitative research, the population in this research is customers of Bank Syariah Indonesia KCP Malang Pasar Besar. The sample in the study amounted to 68 respondents. Primary data was collected through distributing questionnaires via Google Form. This research uses an analysis tool (Partial Least Square) with the Smart-PLS application. The results of this research show that service quality and relationship quality do not have a significant effect on customer loyalty. Religiosity is not able to moderate the relationship between service quality and relationship quality on customer loyalty.

Downloads

Download data is not yet available.

Published

2024-01-31

How to Cite

Rofiah, A. S., & Rahayu, Y. S. (2024). Pengaruh kualitas layanan dan kualitas hubungan terhadap loyalitas nasabah dengan religiusitas sebagai moderasi: Studi kasus pada nasabah bank syariah indonesia kantor cabang pembantu (kcp) malang pasar besar. Maliki Interdisciplinary Journal, 2(1). Retrieved from https://urj.uin-malang.ac.id/index.php/mij/article/view/6477

Issue

Vol. 2 No. 1 (2024): JANUARY

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work’s authorship and initial publication in this journal.
  • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.