IMPAK KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP LOYALITAS NASABAH BANK BJB SYARIAH KCP CIMAHI
DOI:
https://doi.org/10.61612/jpn.v6i1.178Keywords:
Service Quality, Customer Service, Customer LoyaltyAbstract
The quality of customer service is an important factor in building customer loyalty in Islamic banking. This study aims to analyse the influence of customer service quality on customer loyalty of Bank BJB Syariah KCP Cimahi customers and formulate a strategy to improve service. The research uses a quantitative approach with a descriptive method. The study population is 694 customers in 2024, with a sample of 90 respondents determined using the Slovin formula at a 10% error rate and incidental sampling techniques. Data were collected through questionnaires and analysed using validity, reliability, normality, simple linear regression, t-test, and determination coefficients. The results of the study showed that the quality of service was in the high category with an average score of 4.32, while customer loyalty was in the very high category with an average of 4.57. The empathy dimension received the highest score (4.39), while responsiveness was the lowest (4.24). The regression equation is Y = 21.996 + 0.804X with R² = 0.772. The t-test showed a t-count of 17.263 > t-table of 1.987 and a significance of 0.000 < 0.05, so that the quality of service had a positive and significant effect on customer loyalty. Service improvement needs to be focused on responsiveness while maintaining empathy.
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