Pengaruh kualitas produk funding dan kinerja karyawan terhadap kepuasan anggota serta impilkasinya kepada loyalitas anggota pada KSPPS BMT Mitra Sadaya Bandung dan Purwakarta

Jalaludin, Jalaludin (2018) Pengaruh kualitas produk funding dan kinerja karyawan terhadap kepuasan anggota serta impilkasinya kepada loyalitas anggota pada KSPPS BMT Mitra Sadaya Bandung dan Purwakarta. Masters thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

ENGLISH: Based on data from research findings regarding the quality of funding products and the performance of employees who should be more productive and professional in creating customer satisfaction and its implications for customer loyalty. But in fact the members 'satisfaction and member loyalty to the Mitra Sadaya Bandung and Purwakarta KSPPS BMT are decreasing, this is indicated by the many unproductive funding products and members' complexity to employee performance. This study aims to discuss and analyze 1). Effect of funding product quality on member satisfaction; 2). Effect of employee performance on member satisfaction; 3). The influence of funding product quality and employee performance on member satisfaction; 4). Impact of product quality funding on member loyalty; 5). Impact of employee performance on member loyalty; and 6). Impact of member funding satisfaction on member loyalty. The framework of thought in this study shows that there are influences: 1). Funding product quality towards member satisfaction; 2). Employee performance towards member satisfaction; 3). Funding product quality and employee performance on member satisfaction; 4). Impact of product quality funding on member loyalty; 5). Impact of employee performance on member loyalty; and 6). Impact of member funding satisfaction on member loyalty. The research method used is a survey method that originates from primary and secondary data about funding product quality as a variable x_1, employee performance as a variable x_2, member satisfaction as a y variable, and member loyalty as a variable Z. Judging from the purpose of this study included in the study explanotory research, because it involves four variables that are related to one another. Based on the results of testing using SPSS 20.00 software, this study can be summarized as follows: 1) Variable quality of product funding has a value of 15,954> Ttable 1,653 with a significance value of 0.00 <0.05 indicates the quality of funding products has a significant effect on member satisfaction, this result strengthens the research of Heri setiawan ; 2) Employee performance variables have a value of 20.502> T table 1.653 with 0.00 significance value <0.05 indicating that employee performance has a significant effect on member satisfaction, this result strengthens employee performance theory by interviewees; 3). Variable product funding quality and employee performance have Fcount 231,193> Ftable 2.65 with 0.00 significance value <0.05 indicating the quality of funding products and employee performance has a significant effect on the satisfaction of members or customers, these results strengthen the Riswandhi Ismail research; 4). Variable quality of funding products has a value of 16,294> Ttable 1,653 with a significance value of 0.00 <0.05 indicating the quality of funding products has a significant effect on member loyalty, the results of this study strengthen the Riswandhi Ismail research; 5). Employee performance variables have a value of 18.305> Ttable 1.653 with a significance value of 0.00 <0.05 indicating that employee performance has a significant effect on member loyalty, this result strengthens Ubaidillah's research; 6). Member satisfaction variable has a value of 15,583> Ttable 1,653 with a significance value of 0.00 <0.05 indicating that member satisfaction has a significant influence on member loyalty, this result reinforces Roby Ben Saputra's research.

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