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The Impact of Tariff Adjustment of Faedah Saving Service on Customer Loyalty in Bank BRI Syariah of Citarum Branch Office, Bandung

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dc.contributor
dc.contributor
dc.creator Khotimah, Ade Novia Husnul
dc.creator Malik, Zaini Abdul
dc.creator Julia, Aan
dc.date 2016-02-06
dc.identifier http://karyailmiah.unisba.ac.id/index.php/hukum_ekonomi_syariah/article/view/2327
dc.description BRI Syariah has adjusted rates for savings Avail twice. This was done in an effort refinement of savings products Avail considered could improve customer satisfaction and loyalty. The purpose of this study was to determine the response of customers regarding the service rate adjustment, to find out service quality and determine the satisfaction and loyalty of customers saving benefits after their service rate adjustment. The method used was descriptive and qualitative analysis. The data collection techniques used questionnaires and interviews. The data processing used Likert scale. The samples were taken based on judgmental sampling technique as much as 100 respondents. The results showed that the respondents gave a positive response to the tariff adjustment for savings amounting to 72.05% Allowances. Customers rate the quality of services provided by the Branch Office BRI Syariah Citarum included in the classification are satisfied with the value - average of 73.00%. The level of customer satisfaction after service rate adjustment does not decline significantly; the customer satisfaction rate of 71.00% was obtained. The level of customer loyalty after a service rate adjustment showed a percentage of 65.46%, meaning that classification approach is quite satisfied. Therefore, it can be concluded that the tariff adjustment of savings services are not negatively impact on customer loyalty BRI Syariah Branch Office Citarum Bandung.
dc.description BRISyariah telah melakukan penyesuaian tarif layanan tabungan Faedah sebanyak dua kali. Hal tersebut dilakukan sebagai upaya penyempurnaan dari produk tabungan Faedah yang dipandang dapat meningkatkan kepuasan dan loyalitas nasabah. Tujuan dari penelitian ini adalah untuk mengetahui tanggapan nasabah mengenai penyesuaian tarif layanan, mengeahui kualitas layanan dan mengetahui kepuasan serta loyalitas nasabah tabungan faedah setelah adanya penyesuaian tarif layanan. Metode yang digunakan adalah analisis deskriptif kualitatif, Teknik pengumpulan data yang digunakan melalui Kuesioner dan Wawancara, pengolahan data dengan menggunakan skala likert dan sampel diambil berdasarkan teknik judgmental sampling sebanyak 100 orang responden. Hasil penelitian menunjukkan bahwa responden memberikan tanggapan positif terhadap penyesuaian tarif layanan tabungan Faedah sebesar 72,05%. Nasabah menilai kualitas layanan yang diberikan oleh BRISyariah Kantor Cabang Citarum termasuk ke dalam klasifikasi puas dengan nilai rata - rata sebesar 73,00%. Tingkat kepuasan nasabah setelah ada penyesuaian tarif layanan tidak mengalami penurunan secara signifikan, yakni tingkat kepuasan nasabah diperoleh sebesar 71,00%. Adapun tingkat loyalitas nasabah setelah ada penyesuaian tarif layanan menunjukkan presentase sebesar 65,46%, artinya mendekati klasifikasi cukup puas. Sehingga dapat ditarik kesimpulan bahwa penyesuaian tarif layanan tabungan Faedah tidak berdampak secara negatif terhadap loyalitas nasabah BRISyariah Kantor Cabang Citarum Bandung.
dc.format application/pdf
dc.language ind
dc.publisher Prosiding Hukum Ekonomi Syariah
dc.publisher Prosiding Keuangan & Perbankan Syariah
dc.relation http://karyailmiah.unisba.ac.id/index.php/hukum_ekonomi_syariah/article/view/2327/pdf
dc.source Prosiding Hukum Ekonomi Syariah; Vol 2, No 1, Prosiding Hukum Ekonomi Syariah (Februari, 2016); 9-14
dc.source Prosiding Keuangan & Perbankan Syariah; Vol 2, No 1, Prosiding Hukum Ekonomi Syariah (Februari, 2016); 9-14
dc.source 2460-2159
dc.subject Proceedings of the Financial Institutions and Syariah Banking
dc.subject Service Rate, Satisfaction, Customer Loyalty
dc.subject Keuangan & Perbankan Syariah
dc.subject Tarif Layanan, Kepuasan, Loyalitas Nasabah
dc.title The Impact of Tariff Adjustment of Faedah Saving Service on Customer Loyalty in Bank BRI Syariah of Citarum Branch Office, Bandung
dc.title Dampak Penyesuaian Tarif Layanan Tabungan Faedah terhadap Loyalitas Nasabah di Bank BRI Syariah Kantor Cabang Citarum Bandung
dc.type info:eu-repo/semantics/article
dc.type info:eu-repo/semantics/publishedVersion
dc.type Peer-reviewed Article
dc.type Quantitative
dc.type Kuantitatif


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