PENGARUH PENERAPAN SHARIA GOVERNANCE TERHADAP LOYALITAS NASABAH BNI SYARIAH KC YOGYAKARTA
Abstract
This research aims at testing the influence of the implementation of sharia governance towards customer loyalty with satisfaction variable as moderation variable. The population in this research was all customers of BNI Syariah of Yogyakarta Branch Office. The method used in this research was quantitative with primary data. The sample collection technique in this research used accidental sampling technique. The respondents involved in this research were 47. The analysis tool used was SPSS 16.0. The result of the research shows that the implementation of sharia governance has positive and significant influence towards customer loyalty as much as 16%. The more satisfied the customers towards the bank are, the more loyal the customers are. Meanwhile, the satisfaction variable moderates the influence of the implementation of sharia governance towards customer loyalty as much as 51.2%. The kind of moderation formed in this research is quasi moderation in which satisfaction can moderate the relationship between independent variable (sharia governance) and dependent variable (customer loyalty) that also can act as independent variable.