ANALISIS PENGARUH KUALITAS PELAYANAN, NILAI NASABAH, DAN KEPERCAYAAN TERHADAP WORD OF MOUTH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING PADA PT BANK BRISYARIAH KANTOR CABANG PEMBANTU UNGARAN

Abstract

Abstract

The  research  aim  to  analyze  the  influence  significant  variable  of  service  quality,  customer  value,  and  trust  toward  word  of  mouth  with  customer  satisfaction  as  intervening  variable  in  PT  Bank  BRISharia  Ungaran  Branch  Office.  This  research  includes  causality  applied  research.  Data  collection  methods  used  were  questionnaires,  interviews,  and  literature.  The  population  in  this  research  are  were  all  of  savings  customers  in  PT  Bank  BRISharia  Ungaran  Branch  Office.  The  sampling  technique  used  is  judgemental  sampling  method.  The  samples  in  this  research  were  172  savings  customers  in  PT  Bank  BRISharia  Ungaran  Branch  Office.  Data  analysis  model  used  Structural  Equation  Model  (SEM)  with  analysis  technique  using  t  test  that  is  operated  by  AMOS  22.0.  The  result  in  this  research  showed  that  service  quality  and  trust  influences  positive  and  significant  toward  customer  satisfaction,  as  well  as  customer  satisfaction  influences  positive  and  significant  toward  word  of  mouth.  While  customer  value  influences  positive  and  not  significant  toward  customer  satisfaction.

Keywords:Service  Quality,  Customer  Value,  Trust,  Customer  Satisfaction,  and  Word  of  Mouth.