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ANALISIS PENGARUH PELAYANAN TERHADAP CUSTOMER RETENTION PADA PT. BANK MUAMALAT INDONESIA KC BALAIKOTA MEDAN

Jihbiz: Global Journal of Islamic Banking and Finance · Vol. 4 No. 2 (2022) · hlm. 1–19

DOI
10.22373/jihbiz.v4i2.17092
ISSN
2684-8554
Terbit
2022-07-31
Penerbit
Program Studi Perbankan Syariah FEBIII UIN Ar-Raniry
Bahasa
eng

Abstrak

Service quality is a measure of how well the level of service performance provided by a company compare to customer expectations. Service quality determines whether the perceived service delivery meets, exceeds, or fails to meet customer expectations. Service quality is very important for the sustainability of the bank, because service is a factor that is felt directly by customers, whether the service provided is good or bad. This study aims to determine the effect of services including tangible, reliability, responsiveness, assurance and empathy on customer retention. The method used in this research is quantitative research with associative approach. Data analysis technique used in this research is descriptive test, validity test, reliability test, classical assumption test, multiple linear regression test and hypothesis testing through ttest and Ftest as well as coefficient of determination test. Testing is done by using SPSS. The results showed that the variables in this study are valid and reliable. The classical assumption test, the data is normally distributed, there is no heteroscedasticity and multicollinearity. The results of the hypothesis test (t test) found that tangible and reliability do not have a significant effect to customer retention. While responsiveness, assurance and empathy have a positive and significant effect to customer retention. So it can be concluded that the variable tangible, reliability, responsiveness, assurance and empathy simultaneously have a significant effect to customer retention. It also can be seen from the results of the coefficient of determination test (r2), it shows that the magnitude of variable tangible, reliability, responsiveness, assurance and empathy is 70.4% on customer retention, the remaining 29.6% is influenced by other variable outside the research that are not examined in this study such as product quality, trust, commitment, promotion and others.

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21 penulis · 34 tautan kepenulisan bersama · 17 lintas organisasi

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  • Universitas Islam Negeri Sumatera Utara
  • Sebelas Maret University
  • State University of Jakarta
  • Universitas Islam Negeri Imam Bonjol Padang
  • Universiti Teknologi MARA
  • Syarif Hidayatullah State Islamic University Jakarta
  • Universitas Syiah Kuala
  • Organisasi lain
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  • Organisasi sama
  • Afiliasi tidak diketahui
  • Garis lebih tebal = lebih banyak artikel bersama · lingkaran lebih besar = lebih banyak artikel
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Rekan penulisOrganisasiArtikel bersama
Siti JubaidahState University of Jakarta1
Budi Eka DharmaUniversitas Islam Negeri Sumatera Utara1
Syahfrilla Al Risa Nurul AzmiAfiliasi tidak diketahui1
Muhammad ArifUniversitas Islam Negeri Imam Bonjol Padang1
Rahima KumalaUniversitas Islam Negeri Sumatera Utara1
Tasya AlifiyaUniversitas Islam Negeri Sumatera Utara1
Muhammad SyahbudiUniversitas Islam Negeri Sumatera Utara1
SuhardinaUniversitas Islam Negeri Sumatera Utara1
Isnaini HarahapUniversitas Islam Negeri Sumatera Utara1
Chuzaimah BatubaraUniversitas Islam Negeri Sumatera Utara1
Sukiati SukiatiUniversitas Islam Negeri Sumatera Utara1
Muhammad Firdaus Abdul ManafUniversiti Teknologi MARA1
Kamarusdiana KamarusdianaSyarif Hidayatullah State Islamic University Jakarta1
Retno WijayantiSebelas Maret University1
Endang Setia MuliawatiSebelas Maret University1
Yusrizal AkmalUniversitas Almuslim1
Ilham ZulfahmiUniversitas Syiah Kuala1
Dewi Nola NasutionUniversitas Islam Negeri Ar-Raniry1

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Sumber metadata: OAI-PMH (metadata jurnal) https://jurnal.ar-raniry.ac.id/index.php/jihbiz/oai, pertama di-harvest 7 Nov 2026, terakhir terlihat 7 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">ANALISIS PENGARUH PELAYANAN TERHADAP CUSTOMER  RETENTION PADA PT. BANK MUAMALAT INDONESIA  KC BALAIKOTA MEDAN</dc:title>
	<dc:creator xml:lang="en">Nisa, Khairun</dc:creator>
	<dc:creator xml:lang="en">Rokan, Mustapa Khamal</dc:creator>
	<dc:creator xml:lang="en">Irham, Mawaddah</dc:creator>
	<dc:subject xml:lang="en">Tangible</dc:subject>
	<dc:subject xml:lang="en">Reliability</dc:subject>
	<dc:subject xml:lang="en">Responsiveness</dc:subject>
	<dc:subject xml:lang="en">Assurance</dc:subject>
	<dc:subject xml:lang="en">Empathy</dc:subject>
	<dc:subject xml:lang="en">Customer Retention</dc:subject>
	<dc:description xml:lang="en">Service quality is a measure of how well the level of service performance provided by a company compare to customer expectations. Service quality determines whether the perceived service delivery meets, exceeds, or fails to meet customer expectations. Service quality is very important for the sustainability of the bank, because service is a factor that is felt directly by customers, whether the service provided is good or bad. This study aims to determine the effect of services including tangible, reliability, responsiveness, assurance and empathy on customer retention. The method used in this research is quantitative research with associative approach. Data analysis technique used in this research is descriptive test, validity test, reliability test, classical assumption test, multiple linear regression test and hypothesis testing through ttest and Ftest as well as coefficient of determination test. Testing is done by using SPSS. The results showed that the variables in this study are valid and reliable. The classical assumption test, the data is normally distributed, there is no heteroscedasticity and multicollinearity. The results of the hypothesis test (t test) found that tangible and reliability do not have a significant effect to customer retention. While responsiveness, assurance and empathy have a positive and significant effect to customer retention. So it can be concluded that the variable tangible, reliability, responsiveness, assurance and empathy simultaneously have a significant effect to customer retention. It also can be seen from the results of the coefficient of determination test (r2), it shows that the magnitude of variable tangible, reliability, responsiveness, assurance and empathy is 70.4% on customer retention, the remaining 29.6% is influenced by other variable outside the research that are not examined in this study such as product quality, trust, commitment, promotion and others.</dc:description>
	<dc:publisher xml:lang="en">Program Studi Perbankan Syariah FEBIII UIN Ar-Raniry</dc:publisher>
	<dc:date>2022-07-31</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://jurnal.ar-raniry.ac.id/index.php/jihbiz/article/view/17092</dc:identifier>
	<dc:identifier>10.22373/jihbiz.v4i2.17092</dc:identifier>
	<dc:source xml:lang="en">Jihbiz: Global Journal of Islamic Banking and Finance; Vol. 4 No. 2 (2022); 1-19</dc:source>
	<dc:source>2684-8554</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://jurnal.ar-raniry.ac.id/index.php/jihbiz/article/view/17092/7806</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2023 Khairun Nisa, Mustapa Khamal Rokan, Mawaddah Irham</dc:rights>
</oai_dc:dc>