ANALISIS PENGARUH SERVICE QUALITY TERHADAP KEPUASAN DAN KESETIAAN NASABAH (Studi Kasus Bank Syariah Mandiri Cabang Pontianak)

Development of Islamic banks experiencing very rapid growth in Indonesia. Even at the end of 2013 popping up new Islamic banks. One of the factors that lead to increased Islamic banks are many customers who want to save money in Islamic banks. Islamic economic growth is undeniable create a positive impact for the development of Islamic banks, but in line with its development arises the question of whether the quality of Islamic banks also increased as growth. Bank as a provider would be very important to the quality of services provided to consumers so that consumers feel satisfied and loyal to the Islamic banks. By this author is interested in doing research on the quality of services provided by Islamic banks. This study was conducted in Pontianak Branch Bank Syariah Mandiri invitation number of respondents 100 bank customers. The purpose of this study was to determine whether the variables of SERVQUAL (tangibles, assurance, reliability, responsiveness, emapati) effect on customer satisfaction and loyalty Islamic banks. Testing techniques using Partial Least Square (PLS) by using application of SmartPLS version 2.0 M3. The results showed that the variables of SERVQUAL are not fully shown to affect customer satisfaction. In the variable physical evidence, assurance, reliability, and responsiveness shown to have no effect on satisfaction. While for empathy variables influencing customer satisfaction. This indicates that the variable empathy remains a priority in terms of customer service so that customers feel satisfied. However, the results of this study also showed that the influence of satisfaction on customer loyalty. Cumulatively, it can be stated that the construct of physical evidence, assurance, reliability, responsiveness and empathy are able to explain the construct of satisfaction by 78.56 percentage, the rest is explained by other constructs which are not hypothesized in the model. The results also show that the satisfaction construct is able to explain the construct of loyalty by 79.86 percentage, while the rest is explained by other constructs which are not hypothesized in the model