PENGARUH KEPERCAYAAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH PADA BMT AT-TAQWA MUHAMMADIYAH PADANG CABANG LUBUK BUAYA

Abstract

This research was conducted with the aim of determining the influence of trust and service quality using the dimensions of reliability, assurance, physical evidence, empathy and responsiveness on increasing customer loyalty at BMT At- Taqwa Muhammadiyah Padang This research is quantitative research which is classified as a type of causality research. The data collection technique used was a questionnaire. The sample selected was 100 respondents based on the Slovin formula. shows that the majority of respondents answered agreeing that the reliability variable (X1) influences customer loyalty to BMT At- Taqwa Muhammadiyah Padang. The assurance variable (X2) influences customer loyalty to BMT At- taqwa Muhammadiyah Padang. Question item Customers feel safe making transactions at BMT. BMT employees are friendly and polite to every customer. The ability of BMT employees to resolve customer problems is very good and without error, BMT guarantees the confidentiality of customer transactions. The loyalty variable (Y) shows that the majority of respondents answered agreeing that the quality of customer service is a driving force for saving loyalty at BMT At- Taqwa Muhammadiyah Padang. The results of the reliability test in this research show that the variables reliability (XI), guarantee (X2), physical evidence (X3), empathy (X4), responsiveness (X5), and loyalty (Y) have a Cronbach's Alpha above 0.60, which means all measurement concepts for each variable from the questionnaire are reliable or trustworthy. The results of the validity test can be seen that each question item from the variables reliability (XI), guarantee (X2), physical evidence (X3), empathy (X4), responsiveness (X5) is said to be valid because it has r count > r table, and The significance value shows <0.1, so each statement is valid.