ANALISIS PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK, KEPERCAYAAN, DAN NILAI NASABAH TERHADAP CUSTOMER RETENTION DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING PADA PT BANK BRISYARIAH KANTOR CABANG PEMBANTU UNGARAN

Abstract

Abstract

The  research”™s  aim  to  analyze  the  influence  significant  variable  of  service  quality,  service  product,  trust,  and  customer  value  toward  customer  retention  with  customer  satisfaction  as  intervening  in  the  PT  Bank  BRISharia  Ungaran  Branch  Office.

The  population  in  this  research  were  all  of  saving  customers  in  the  PT  Bank  BRISharia  Ungaran  Branch  Office.  The  sampling  technique  were  used  judgmental  sampling  method.  The  samples  in  this  research  were  145  saving  customers  PT  Bank  BRISharia  Ungaran  Branch  Office.  Model  of  analysis  in  this  research  using  Structural  Equation  Model  (SEM).  While  the  analysis  techniques  in  this  study  using  t  test  with  computer  program  AMOS  22.0.

The  result  in  this  research  showed  that  service  quality  influences  positive  and  significant  toward  customer  satisfaction,  product  quality  influences  positive  and  significant  toward  customer  satisfaction,  trust  influences  positive  and  significant  toward  customer  satisfaction,  customer  value  influences  negative  and  not  significant    toward  customer  satisfaction,  and  customer  satisfaction  influences  positive  and  significant  toward  customer  retention.

Keywords:Service  Quality,  Product  Quality,  Trust,  Customer  Value,  Customer  Satisfaction,  and  Customer  Retention.