PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, DAN NILAI PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi pada Nasabah Tabungan Bank BNI Syariah Cabang Semarang)

Abstract

       This study aims to examine and analyze the influence of service quality, trust, and customer value on customer loyalty in the Savings Bank BNI Syariah Customer Semarang Branch. The object of research in this writing is customers who have savings at Bank BNI Syariah.  The sampling technique in this study uses non probability sampling with purposive sampling data collection method with a sample of 120 respondents. The primary data collection method uses questionnaire and interview methods. The data analysis technique used was the test instrument (validity test and reliability test), multiple linear regression, test model (f test and determination coefficient), and hypothesis testing (t test).  The results of the study show that: service quality does not affect customer loyalty at the Bank BNI Syariah Semarang branch of savings customers, trust has a positive and significant effect on customer loyalty at the Bank BNI Syariah savings account, Semarang Branch Customer value has a positive and significant effect on customer loyalty in the savings customer of Bank BNI Syariah Semarang Branch.