Pengaruh Kualitas Pelayanan Terhadap Niat Ulang Dengan Menggunakan Produk Yang Lain Melalui Kepercayaan Nasabah Bank Syariah Mandiri Kantor Cabang Boulevard di Surabaya
Abstract: This study aims to
determine the effect of service quality on intention to re-use products other
Bank Syariah Mandiri through the trust as an intervening variable.
The method used is quantitative approach. Characteristics of the sample
used is 30 customers of Bank Syariah Mandiri Boulevard branch in Surabaya who
use a particular product. Sampling is using nonprobability sampling with
purposive sampling procedure. The analytic technique is used path analysis or
path analysis.
The results showed that the quality of services significantly influence
customer confidence in Bank Syariah Mandiri Boulevard in Surabaya. Other
results show that trust significantly influence purchase intention by re-using
the products of Bank Syariah Mandiri others. While service quality does not
significantly influence customers' purchase intention by re-using the products
of Bank Syariah Mandiri others.
Advice for Bank Syariah Mandiri branch in Surabaya Boulevard to always
improve the quality of service to customers through good SERVQUAL and maintain
the trust that exists between the customer and the bank to always be honest and
maintain the trust that has been given by the customer to the bank. For further
research can add variable customer loyalty in the Islamic perspective.
Keywords: Service Quality,
Beliefs, Repurchase Intention
Penulis: Aditya Okta Viandhy,
Ririn Tri Ratnasari
Kode Jurnal: jpmanajemendd141243
