Pengaruh Citra Bank, Kepercayaan dan Pelayanan Terhadap Kepuasan dan Loyalitas Nasabah Pada Perbankan Syariah di Malang

 Zaim Mukaffi

Ahmad Sidi Pratomo

Abstract

Islamic banking has a huge potential for development, especially in Indonesia where the majority population muslim. But, how much potential held by banks, this research would like to see the potential and segmentation of the client's perspective associated with the service, trust and image of Islamic banking in the city Malang. This study aims to Know and analyze variables bank's image, customer confidence, and the service is partially and simultaneously to customer satisfaction and loyalty to the Islamic Banking in Malang. In addition, to determine which variables among the bank's image, customer confidence, and services most dominant influence on customer satisfaction and loyalty to the Islamic Banking in Malang. The analysis tool using multiple linear regression.

The results showed that: The coefficient of the bank's image gives a value of 0.215, which means that if the bank's image, the better it will increase customer loyalty. Customer confidence coefficient value of 0.242, which means that if the trust of customers, the better it will increase customer loyalty. Coefficient of customer service gives a value of 0.403, which means that if the customer service is better, it will increase customer loyalty. R2 = 0.442 which shows that the percentage of the effect of the bank's image, customer confidence and services are able to explain 44.2% of the variation of customer loyalty while the remaining 55.8% is influenced by other factors, such as interest rates, promotion and so forth.

  Keywords: Image bank, trust of customers, service, and satisfaction