Pengaruh Service Quality Dan Relationship Quality Terhadap Customer Loyality Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Bank Umum Syariah Di Kabupaten Lamongan

Abstract

Indonesia as the largest Muslim country with the world's Muslim population of 1.8 billion has the potential to develop Islamic banking supported by the Islamic Banking Statistics-Financial Services Authority data, as of September 2018 the number of sharia service offices from the Sharia Business Unit is 2,636 units. However, East Java as the province that occupies the third largest sharia banking sector is considered unable to support the development of Islamic banks, especially in Lamongan Regency, so empirical studies are needed regarding the role of Service Quality and Relationship Quality on Customer Loyalty where Customer Satisfaction is an intervening variable in Sharia Banks in the Regency Lamongan to support the prospect as "the biggest and the fastest growing Islamic banking market in the world".  This study uses a sample of 100 respondents who are customers of sharia commercial banks in Lamongan Regency with the basis of selection is probability sampling, namely simple random sampling. Data collection is done by using questionnaires which are then changed to interval scale by Likert scale method to then be analyzed by path analysis method (path analysis).  The results of data processing show (1) Service Quality and Relationship Quality simultaneously affect Customer Satisfaction in Islamic Banks in Lamongan "with a calculated F value of 37.610. and the results of path analysis (e1) worth 0.661 (2) "Service Quality and Relationship Quality partially affects Customer Satisfaction in Islamic Banks in Lamongan" with a Service Quality count of 4.154 and t Relationship Quality of 4.509. (3) "Customer Satisfaction has a partial effect on Customer Loyalty in Islamic Banks in Lamongan" with the value of Customer Satisfaction of 6.992 and path analysis X to Y worth 0.324 (4) "Service Quality has a direct and indirect effect on Customer Loyalty in Islamic Banks in Lamongan "with the direct effect of X1 on Y 0.222, the indirect effect of X1 through Z on Y 0.366 x 0.324 = 0.119 So that the total effect is 0.222 + 0.119 = 0.341 (5)" Relationship Quality directly and indirectly affects Customer Loyalty in Islamic Banks in Lamongan "with the direct effect of X2 on Y 0.221 and the indirect effect of X2 through Z on Y 0.397 x 0.324 = 0.129.