The purpose of this study is, first, to prove that service performance has a significant direct influence on the customer satisfaction of sharia’h banks in the city of Palembang, second, proving that service performance has a direct and significant influence on loyalty. Shari'ah Bank customers in Palembang City, thirdly, prove that customer satisfaction has a significant direct influence on customer loyalty of Sharia banks in Palembang City, fourth. knowing the role of customer satisfaction as an intervening variable on the effect of service performance / service performance on customer loyalty of Shari’ah banks in Palembang City. This research was conducted at Sharia banks in Palembang City (BNI Syari'ah, Sumari Syari'ah Bank, BRI Syariah Bank, Bank BTN Syariah, Mandiri Bank Syariah) by involving customers who have made transactions with the bank, so they already feel the service performance of the bank. Sampling using nonprobability sampling technique with accidental sampling. The variables used are Banking Service Quality (BSQ), customer satisfaction and customer loyalty. Statistical analysis is used to test hypotheses using analysis. The results showed that Service Performance had a positive effect on Customer Satisfaction, Customer Satisfaction had a positive effect on Customer Loyalty. Customer Satisfaction mediated the effect of Service performance on Customer Loyalty. Key Word: Banking Service Quality (BSQ), customer satisfaction, loyalitas nasabah, customer loyalty ABSTRAK Tujuan Penelitian ini adalah, pertama, membuktikan bahwa service performance/kinerja pelayanan mempunyai pengaruh secara langsung yang signifikan terhadap kepuasan nasabah Bank-bank syari’ah di Kota Palembang, kedua, membuktikan bahwa service performance/kinerja pelayanan mempunyai pengaruh secara langsung yang signifikan terhadap loyalitas nasabah Bank-bank syari’ah di Kota Palembang, ketiga, membuktikan bahwa kepuasan nasabah mempunyai pengaruh secara langsung yang signifikan terhadap loyalitas nasabah Bank-bank syari’ah di Kota Palembang, keempat. mengetahui peran kepuasan nasabah sebagai intervening variable atas pengaruh service performance/kinerja pelayanan terhadap loyalitas nasabah bank-bank Syari’ah di Kota Palembang. Penelitian ini dilakukan pada bank-bank Syari’ah di Kota Palembang (BNI Syari’ah, Bank Sumsel Syari’ah, Bank BRI Syariah, Bank BTN Syariah, Bank Mandiri Syariah) dengan melibatkan nasabah yang telah melakukan transaksi pada bank tersebut, sehingga mereka sudah merasakan kinerja pelayanan pada bank tersebut.Pengambilan sampel menggunakan teknik nonprobability sampling dengan accidental sampling.Variabel yang digunakan adalah Banking Service Quality (BSQ), kepuasan nasabah dan loyalitas nasabah.Analisis statistik yang digunakan untuk menguji hipotesis dengan menggunakanpathanalisis. Hasil penelitian menunjukkan bahwa Kinerja Pelayanan berpengaruh positif terhadap Kepuasan Nasabah, Kepuasan Nasabah berpengaruh positif terhadap Loyalitas Nasabah.Kepu
本研究的目的是:首先，证明服务绩效对巨港市伊斯兰银行的客户满意度有显著的直接影响;其次，证明服务绩效对忠诚度有直接而显著的影响。第三，证明客户满意度对巨港市伊斯兰银行的客户忠诚度有显著的直接影响;第四，客户满意度对巨港市伊斯兰银行客户忠诚度有显著的直接影响。了解客户满意度作为巨港市伊斯兰银行服务绩效/服务绩效对客户忠诚度影响的中介变量的作用。这项研究是在巨港市的伊斯兰教银行(BNI Syari'ah, Sumari Syari'ah银行，BRI Syariah银行，BTN Syariah银行，Mandiri Bank Syariah)进行的，涉及与银行进行交易的客户，因此他们已经感受到银行的服务绩效。抽样采用非概率抽样技术与偶然抽样。使用的变量是银行服务质量(BSQ)、客户满意度和客户忠诚度。统计分析是通过分析来检验假设。结果表明，服务绩效对顾客满意有正向影响，顾客满意对顾客忠诚有正向影响。顾客满意在服务绩效对顾客忠诚的影响中起中介作用。关键字:银行服务质量(BSQ)、客户满意度、客户忠诚度、客户忠诚度【摘要】Tujuan Penelitian ini adalah、pertama、menbuktikan bakha服务绩效/kinerja pelayanan menpunyah pengaruh secara langsung yang signfikan bakha bakha服务绩效/kinerja pelayanan menpunyah pengaruh secara langsung yang signfikan terhadap loyalitas nasabah bank bank syari 'ah di Kota巨港、ketiga、kedua、menbuktikan bakha服务绩效马来西亚银行:马来西亚银行:马来西亚银行:马来西亚银行:马来西亚银行:马来西亚银行:马来西亚银行mengetahui peran kepuasan nasabah sebagai干预变量数据pengaruh服务绩效/kinerja pelayanan terhadap loyaliitas nasabah bank-bank Syari 'ah di Kota巨港。Penelitian ini dilakukan pada Bank - Bank Syari 'ah di Kota Palembang (BNI Syari 'ah, Bank Sumsel Syari 'ah, Bank BRI Syariah, Bank BTN Syariah, Bank Mandiri Syariah) dengan melibatkan nasabah yang telah melakukan transaksi pada Bank tersebut, seingga mereka sudah merasakan kinerja pelayanan pada Bank tersebut。彭甘比兰抽样，孟古纳肯抽样，非概率抽样，登甘抽样，偶然抽样。银行服务质量(BSQ)，银行服务质量，银行服务质量，银行服务质量。分析统计杨地古那坎，孟古那坎，孟古那坎，孟古那坎，孟古那坎，病理分析。Hasil penelitian menunjukkan bahwa Kinerja Pelayanan berpengaruh - positif terhadap Kepuasan Nasabah, Kepuasan Nasabah berpengaruh - positif terhadap Loyalitas Nasabah。Kepuasanan nasabahmeediaspengaruh kinerja Pelayanan terhadap Loyalitas Nasabah。KataKunci:银行服务质量(BSQ)， kepuasan nasabah, loyalitas nasabah Account第5卷第2期:Sri Megawati Elizabeth。P, Charisma Ayu Pramuditha Politeknik Negeri Jakarta 2018 Halaman 814 PENDAHULUAN Latar Belakang Salah satu strategi yang dapat menunjang keberhasilan bisnis dalam sektor perbankan adalah berusaha menawarkan kualitas jasa dengan kualitas pelayanan tinggi yang nampak dalam kinerja atau performa dari layanan yang ada (Parasuraman等，1985)。Salah satu贡献者yang sering dipakai dalam mengembangkan penguin kukuran kualitas jasa atau pelayanan adalah(服务质量)yang dikembangkan oleh Parasuraman等(1988)。中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:中文:5个维度(有形、可靠、响应、保证、共情)yang sering digunakan Dalam SERVQUAL untuk menilai kualitas jasa atau pelayanan, masih menjadi masalah (Cronin dan Taylor,1992)。杨Telah disebutkan普拉gambaran ke-5 dimensi ada有些konsisten bila digunakan为她分析横截面舒达dibuktikan轭bahwa beberapa项杨ada有些mengandung komponen杨央行ketika dibandingkan diantara berbagai jasa杨berbeda(克罗宁丹•泰勒,1994)。我是说，我是说，我是说，我是说，我是说，我是说，我是说，我是说，我是说，我是说，我是说，我是说，我是说。SERVPERF(服务性能)dikembangkan oleh Cronin dan Taylor pada tahun 1992和1994。我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿，我的女儿。 根据麦肯锡(印尼市场研究调查结果,2005)关于个人行为financialservice表明印尼客户越来越不容易预测的。他们对自己的银行服务非常满意，但如果另一家银行提供了预期的绩效服务，他们就会同意搬家，尤其是在高端经济舱，这使得他们可能成为跳过市场的客户。存在的现象能够使人满意，成为企业中存在偏见的变量。正如schnaars(
{"title":"ACCOUNT:","authors":"Beth Rivkah School","doi":"10.2307/j.ctv22fqbn4.11","DOIUrl":"https://doi.org/10.2307/j.ctv22fqbn4.11","url":null,"abstract":"The purpose of this study is, first, to prove that service performance has a significant direct influence on the customer satisfaction of sharia’h banks in the city of Palembang, second, proving that service performance has a direct and significant influence on loyalty. Shari'ah Bank customers in Palembang City, thirdly, prove that customer satisfaction has a significant direct influence on customer loyalty of Sharia banks in Palembang City, fourth. knowing the role of customer satisfaction as an intervening variable on the effect of service performance / service performance on customer loyalty of Shari’ah banks in Palembang City. This research was conducted at Sharia banks in Palembang City (BNI Syari'ah, Sumari Syari'ah Bank, BRI Syariah Bank, Bank BTN Syariah, Mandiri Bank Syariah) by involving customers who have made transactions with the bank, so they already feel the service performance of the bank. Sampling using nonprobability sampling technique with accidental sampling. The variables used are Banking Service Quality (BSQ), customer satisfaction and customer loyalty. Statistical analysis is used to test hypotheses using analysis. The results showed that Service Performance had a positive effect on Customer Satisfaction, Customer Satisfaction had a positive effect on Customer Loyalty. Customer Satisfaction mediated the effect of Service performance on Customer Loyalty. Key Word: Banking Service Quality (BSQ), customer satisfaction, loyalitas nasabah, customer loyalty ABSTRAK Tujuan Penelitian ini adalah, pertama, membuktikan bahwa service performance/kinerja pelayanan mempunyai pengaruh secara langsung yang signifikan terhadap kepuasan nasabah Bank-bank syari’ah di Kota Palembang, kedua, membuktikan bahwa service performance/kinerja pelayanan mempunyai pengaruh secara langsung yang signifikan terhadap loyalitas nasabah Bank-bank syari’ah di Kota Palembang, ketiga, membuktikan bahwa kepuasan nasabah mempunyai pengaruh secara langsung yang signifikan terhadap loyalitas nasabah Bank-bank syari’ah di Kota Palembang, keempat. mengetahui peran kepuasan nasabah sebagai intervening variable atas pengaruh service performance/kinerja pelayanan terhadap loyalitas nasabah bank-bank Syari’ah di Kota Palembang. Penelitian ini dilakukan pada bank-bank Syari’ah di Kota Palembang (BNI Syari’ah, Bank Sumsel Syari’ah, Bank BRI Syariah, Bank BTN Syariah, Bank Mandiri Syariah) dengan melibatkan nasabah yang telah melakukan transaksi pada bank tersebut, sehingga mereka sudah merasakan kinerja pelayanan pada bank tersebut.Pengambilan sampel menggunakan teknik nonprobability sampling dengan accidental sampling.Variabel yang digunakan adalah Banking Service Quality (BSQ), kepuasan nasabah dan loyalitas nasabah.Analisis statistik yang digunakan untuk menguji hipotesis dengan menggunakanpathanalisis. Hasil penelitian menunjukkan bahwa Kinerja Pelayanan berpengaruh positif terhadap Kepuasan Nasabah, Kepuasan Nasabah berpengaruh positif terhadap Loyalitas Nasabah.Kepu","PeriodicalId":199288,"journal":{"name":"Assembled for Use","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128858559","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"INDEX","authors":"","doi":"10.2307/j.ctv22fqbn4.15","DOIUrl":"https://doi.org/10.2307/j.ctv22fqbn4.15","url":null,"abstract":"","PeriodicalId":199288,"journal":{"name":"Assembled for Use","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114071825","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"TIMELINE","authors":"","doi":"10.2307/j.ctv22fqbn4.5","DOIUrl":"https://doi.org/10.2307/j.ctv22fqbn4.5","url":null,"abstract":"","PeriodicalId":199288,"journal":{"name":"Assembled for Use","volume":"22 3","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114111324","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"ACKNOWLEDGMENTS","authors":"","doi":"10.2307/j.ctv22fqbn4.3","DOIUrl":"https://doi.org/10.2307/j.ctv22fqbn4.3","url":null,"abstract":"","PeriodicalId":199288,"journal":{"name":"Assembled for Use","volume":"320 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122706863","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-01-31DOI: 10.9783/9780812293852-001
S. Taranto
{"title":"A NOTE ON TERMS","authors":"S. Taranto","doi":"10.9783/9780812293852-001","DOIUrl":"https://doi.org/10.9783/9780812293852-001","url":null,"abstract":"","PeriodicalId":199288,"journal":{"name":"Assembled for Use","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-01-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130170760","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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