PENGARUH KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN NASABAH DAN SWITCHING INTENTION
Abstract
This research aims to analyze the influence of service quality and price perception towards the customer satisfaction and switching intention. The object of this research are customers from 5 biggest Sharia Bank in Indonesia; Bank Muamalat, Bank Syariah Mandiri, Bank CIMB Niaga Syariah, BCA Syariah and Bank Mega Syariah by using multiple linear regression analysis method. The result of hypothesis shows that there is positive influence of service quality towards the sharia bank customer satisfaction; the price perseption has negative influence towards the satisfaction of sharia bank customers. Whereas, the service quality has no significant influence towards the switching intention and there is positive influence of price perception toward switching intention.