PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PADA BANK SYARIAH MANDIRI KANTOR CABANG SOEKARNO-HATTA MALANG

This study aims to analyze the effect of physical evidence, reliability, responsiveness, assurance, empathy for customer loyalty at the Syariah Bank Mandiri Soekarno-Hatta Branch Office in Malang. The data source used is questionnaire. Respondents determined as a sample of 100 respondents who use savings from Bank Syariah Mandiri Soekarno-Hatta Branch Office in Malang. The method used in this research is multiple linear analysis. The results of this study indicate that partially physical evidence, reliability, responsiveness, assurance and empathy variables have a significant effect on customer loyalty because they have a significant level of> 0.05 on the first variable physical evidence (X1) with a value of 4.353> 1.984, the reliability variable (X2) with a value of 4.624> 1.984, responsiveness variable (X3) with a value of 3.121> 1.984, guarantee (X4) with a value of 3.425> 1.984, empathy variable (X5) with a value of 7.145> 1.984. And simultaneously, physical evidence, reliability, responsiveness, assurance and empathy for customer loyalty with a significance value of 297,546> ftabel 2.31. It is expected that further researchers add additional variables such as satisfaction, decisions and so forth