DOI of the published article https://doi.org/10.37385/ceej.v7i2.11629
The Analysis of the Influence of Satisfaction Levels on Customer Loyalty at Bank Jatim Syariah (Sidoarjo Branch)
Analisa Tingkat Kepuasan Terhadap Loyalitas Nasabah Bank Syariah Yang Berlokasi Di Bank Jatim Syariah Cabang Sidoarjo
DOI:
https://doi.org/10.21070/ups.11716Keywords:
Customer Satisfaction, Customer Loyalty, Sharia BankAbstract
This study aims to examine the levels of customer satisfaction and loyalty, as well as the impact of customer satisfaction on loyalty, at the Sidoarjo Branch of Bank Jatim Syariah. The study employs a quantitative method utilizing descriptive and associative techniques. The population consists of all active customers of the Bank Jatim Syariah Sidoarjo Branch, from which a sample of 100 respondents was selected using purposive sampling. Data were collected via a survey using a Likert scale. Data analysis was conducted using descriptive analysis and simple linear regression with statistical software. The results indicate that customer satisfaction at the Bank Jatim Syariah Sidoarjo Branch is rated highly. Customer loyalty is also rated highly, evidenced by customers' willingness to continue using the bank's services and recommend them to others. Regression analysis reveals that customer satisfaction has a significant and positive effect on customer loyalty.
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