Analisis Pengaruh Kepuasan Pelanggan, Image, dan Kepercayaan Terhadap Loyalitas Pelanggan pada Sektor Perbankan Berbasis Syariah

M. A., Adi syaputra (2012) Analisis Pengaruh Kepuasan Pelanggan, Image, dan Kepercayaan Terhadap Loyalitas Pelanggan pada Sektor Perbankan Berbasis Syariah. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The study attempts to investigate the role of customer trust, satisfaction and image in enhancing Islamic bank customer’s loyalty in Batam City, Indonesia. This study was carried out using data from Islamic bank in Batam City, Indonesia. With respect to two different customer segments (Muslim and non-muslim.) three leading fully fledged Islamis banks were involved in this study. A data analysis was used tp test the significant differences between muslim and non muslim customers. The result show that there were significant on customer trust, satisfaction, image, and loyalty. The results of this study explain that both customer characters trust islmic bank. However, the possibility of customers’ distrust of their bank always exists. Keywords: Consumer Satisfaction, Trust, Image, Customer Loyalty.

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