Analisa Faktor-Faktor yang Mempengaruhi Loyalitas dengan Kepuasan sebagai Mediasi pada Nasabah Prioritas Bank Syariah Indonesia di Kepulauan Riau

Lily Sudhartio; Yulfiswandi; Ria Anzarika

doi:10.47709/jebma.v4i1.3566

Authors

Lily Sudhartio Universitas Internasional Batam
Yulfiswandi Universitas Internasional Batam
Ria Anzarika Universitas Internasional Batam

DOI:

https://doi.org/10.47709/jebma.v4i1.3566

Keywords:

Citra Perusahaan, Kualitas Pelayanan, Kualitas Produk, Kepuasan Nasabah, Loyalitas Nasabah, Perbankan, Bank Syariah

Abstract

Ketentuan keuangan syariah dalam Islam menjadi sebuah fenomena penting dalam bidang keuangan. Fenomena ini telah memberikan kontribusi yang besar dalam membangun sistem keuangan yang lebih adil dan inklusif, serta memberikan solusi bagi beberapa masalah yang dihadapi dalam sistem keuangan konvensional. Perkembangan dan posisi secara umum bank syariah di Kepulauan Riau selalu mengalami kenaikan yang sangat signifikan. Penelitian ini dilakukan dengan cara survei terhadap 160 nasabah prioritas Bank Syariah Indonesia (BSI) di Kepulauan Riau, Indonesia. Pengumpulan data menggunakan kuesioner yang selanjutnya dianalisis menggunakan pendekatan analisis jalur (path analysis) dengan bantuan software SmartPLS 3.2.9. Penelitian ini menggunakan metode nonprobability sampling. Hasil penelitian mengemukakan bahwa kualitas pelayanan secara positif dan signifikan berpengaruh terhadap loyalitas nasabah, baik tanpa maupun dengan mediasi kepuasan nasabah. Akan tetapi, citra perusahaan dan kualitas produk menunjukkan pengaruh positif walaupun tidak signifikan terhadap loyalitas nasabah, baik tanpa ataupun dengan kepuasan nasabah sebagai mediasi.

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