Customer retention sebagai variabel intervening pada pengaruh relationship quality terhadap loyalitas nasabah tabungan bank syariah

Putri, Aldila Nur Rafika and Rahayu, Yayuk Sri ORCID: https://orcid.org/0000-0001-6315-7943 (2023) Customer retention sebagai variabel intervening pada pengaruh relationship quality terhadap loyalitas nasabah tabungan bank syariah. Jurnal Ilmu Manajemen (JIM), 11 (1). pp. 241-251. ISSN 2549192X

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Abstract

This study aims to determine and analyse the effect of relationship quality on loyalty with customer retention as an intervening variable on savings customers. The population in this study were customers of Bank X. The researcher took a sample of 100 respondents using a purposive sampling technique, with the criteria of the respondents being savings customers who actively make transactions, savings customers who have used bank services for at least 1 year, and savings customers who make repeated transactions. The research hypothesis was tested using the Partial Least Square (PLS) based Structural Equation Model (SEM) approach. The results obtained from this study indicate that relationship quality has a significant effect on customer retention, customer retention has a significant impact on loyalty, and relationship quality has a significant effect on adherence.

Item Type:	Journal Article
Keywords:	customer retention; loyalitas; relationship quality
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing
Divisions:	Faculty of Economics > Department of Islamic Banking
Depositing User:	Yayuk Sri Rahayu
Date Deposited:	09 Jun 2023 05:59

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