ABSTRAK - Pengaruh Kepercayaan, Komunikasi, Komitmen dan Layanan Prima Customer Service terhadap Loyalitas Nasabah Giro iB Hasanah di Bank BNI Syariah

Pengaruh Kepercayaan, Komunikasi, Komitmen dan Layanan Prima Customer Service
terhadap Loyalitas Nasabah Giro iB Hasanah di Bank BNI Syariah Kantor Cabang Bandung

Nadia Nur Aini
Perbankan Syariah

ABSTRACT 

Based on observations, the background of this research is the lack of trust, communication, commitment and excellent service of customer service at Bank BNI Syariah KC Bandung, causing customers to become loyal customers at the Bank.

This research was conducted to find out how the influence of Trust, Communication, Commitment and Service Excellent Customer Service, towards Customer Loyalty Giro ib Hasanah at Bank BNI Syariah KC Bandung.

The object of the research is iB Hasanah Current Account Customer at Bank BNI Syariah KC Bandung. This type of research is quantitative associative. The type of data is primary and uses data collection techniques in the form of observations, interviews, questionnaires and literature studies. The population amounted to 267 people, determining the sample using the Slovin method based on calculations totaling 73 people.

Research results show that there is a significant effect between trust in customer loyalty with the results of the t test where the value of tcount> t table (3,972> 1,667), there is an influence between communication to customer loyalty with the results of t test where the tcount> t table (4,272> 1,667), there is an influence between commitment to customer loyalty with the results of the t test where the value of tcount> t table (3.139> 1.667), and there is an influence between customer service excellent service to customer loyalty with the results of test where the tcount> t table (3,638> 1,667), simultaneously there is an influence between trust, communication, commitment and excellent service of customer service to customer loyalty of the giro ib hasanah in Bank BNI Syariah KC Bandung with the results of the F test where the value is calculated> f table (6,045> 2,03).

Keywords: Trust, Communication, Commitment, Service Excellent Customer Service, Customer Loyalty

ABSTRAK

Berdasarkan hasil observasi, bahwa yang melatarbelakangi penelitian ini adalah kurangnya kepercayaan, komunikasi, komitmen dan layanan prima customer service di Bank BNI Syariah KC Bandung sehingga menyebabkan nasabah  menjadi tidak loyalitas di Bank tersebut.

Penelitian ini dilakukan untuk mengetahui bagaimana Pengaruh Kepercayaan, Komunikasi, Komitmen dan Layanan Prima Customer Service terhadap Loyalitas Nasabah Giro iB Hasanah di Bank BNI Syariah Kantor Cabang Bandung.

Objek penelitian adalah Nasabah Giro iB Hasanah di Bank BNI Syariah KC Bandung. Jenis penelitian bersifat kuantitatif asosiatif. Jenis datanya adalah primer dan menggunakan teknik pengumpulan data berupa observasi, wawancara, kuesioner dan studi pustaka. Populasi berjumlah 267 orang,  penentuan  sampel menggunakan metode Slovin yang berdasarkan perhitungan berjumlah  73 orang.

Hasil Penelitian menunjukkan bahwa terdapat pengaruh yang signifikan antara kepercayaan terhadap loyalitas nasabah dengan hasil uji t dimana nilai thitung > t tabel (3,972 > 1,667), terdapat pengaruh antara komunikasi terhadap loyalitas nasabah dengan hasil uji t dimana nilai thitung > t tabel (4,272 > 1,667), terdapat pengaruh antara komitmen terhadap loyalitas nasabah dengan hasil uji t dimana nilai thitung > t tabel (3,139 > 1,667), dan terdapat pengaruh antara layanan prima customer service terhadap loyalitas nasabah dengan hasil uji t dimana nilai thitung > t tabel (3,638 > 1,667), secara simultan terdapat pengaruh antara kepercayaan, komunikasi, komitmen dan layanan prima customer service terhadap loyalitas nasabah giro ib hasanah di Bank BNI Syariah KC Bandung dengan hasil uji F dimana nilai fhitung > f tabel  (6,045 >2,03).

Kata Kunci : Kepercayaan, Komunikasi, Komitmen, Layanan Prima Customer Service dan Loyalitas Nasabah.