PENGARUH ETIKA BISNIS ISLAM DAN KUALITAS PELAYANAN TERHADAP LOYALITAS YANG DIMEDIASI OLEH KEPUASAN PELANGGAN HOTEL SYARIAH

Listratin, Nim 19050102081, L (2024) PENGARUH ETIKA BISNIS ISLAM DAN KUALITAS PELAYANAN TERHADAP LOYALITAS YANG DIMEDIASI OLEH KEPUASAN PELANGGAN HOTEL SYARIAH. Other thesis, IAIN Kendari.

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Abstract

ABSTRAK
Listratin, Nim 19050102081, Pengaruh Etika bisnis Islam dan
Kualitas Pelayanan Terhadap Loyalitas yang dimediasi oleh
Kepuasan Pelanggan Hotel Syariah,
Dibimbing Oleh: Dr.
Wahyuddin Maguni SE, M.Si dan Muljibir Rahmat, S.EI.ME,SY
Kajian penelitian pada etika bisnis Islam, kualitas pelayanan dan
kepuasan pelanggan terhadap loyalitas pelanggan pada Hotel Zahra
Syariah Kendari. Tujuan penelitian ini adalah untuk mengetahui dan
menganalisis (1) pengaruh etika bisnis islam terhadap Kepuasan
Pelanggan Hotel Zahra Syariah Kendari (2) pengaruh kualitas
pelayanan terhadap kepuasan pelanggan Hotel Zahra Syariah Kendari
(3) pengaruh etika bisnis islam terhadap Loyalitas Pelanggan Hotel
Zahra Syariah Kendari, (4) pengaruh kualitas pelayanan terhadap
Loyalitas Pelanggan Hotel Zahra Syariah Kendari, (5) pengaruh
kepuasan pelanggan terhadap Loyalitas Pelanggan Hotel Zahra Syariah
Kendari, (6) pengaruh etika bisnis Islam terhadap Loyalitas melalui
variabel kepuasan pelanggan Hotel Zahra Syariah Kendari dan (7)
pengaruh kualitas layanan terhadap Loyalitas pelanggan melalui
variabel kepuasan pelanggan Hotel Zahra Syariah Kendari. Penelitian
ini adalah penelitian kuantitatif. Metode kuantitatif dapat diartikan
sebagai metode penelitian yang berlandaskan pada filsafat positivisme.
Populasi pada penelitian ini adalah orang-orang yang pernah
menggunakan layanan Hotel Zahra Syariah sebanyak dua kali, yang
jumlah masih tidak diketahui secara pasti (infinite). Penelitian ini
memiliki populasi yang jumlah dan besarnya tidak diketahui secara
pasti, maka digunakan kriteria sampel yang dikemukakan oleh Roscoe
bahwa kriteria sampel minimal 30 orang, dan jumlah sampel penelitian
berjumlah 50 pelanggan Hotel Zahra Syariah Kendari. Hasil penelitian
meneunjukkan bahwa: (1) Etika bisnis Islam berpengaruh positif dan
signifikan terhadap kepuasan pelanggan Hotel Zahra Syariah Kendari.
(2) Kualitas pelayanan berpengaruh positif dan signifikan terhadap
kepuasan pelanggan Hotel Zahra Syariah Kendari (3) Etika bisnis Islam
berpengaruh positif dan signifikan terhadap loyalitas pelanggan Hotel
Zahra Syariah Kendari. (4)Kualitas pelayanan berpengaruh positif dan
vii | A B S T R A K
signifikan terhadap loyalitas pelanggan Hotel Zahra Syariah Kendari,
(5)Kepuasan pelanggan berpengaruh positif dan signifikan terhadap
loyalitas pelanggan Hotel Zahra Syariah Kendari, (6) Etika Bisnis
Islam berpengaruh positif dan signifikan terhadap loyalitas pelanggan
melalui variabel kepuasan pelanggan Hotel Zahra Syariah Kendari dan
(7) Kualitas pelayanan berpengaruh positif dan signifikan terhadap
loyalitas pelanggan melalui variabel kepuasan pelanggan Hotel Zahra
Syariah Kendari.
Kata Kunci: Etika Bisnis Islam, Kualitas Pelayanan, Kepuasan
Pelanggan, Loyalitas Pelanggan
ABSTRACT
Listratin, Nim 19050102081, The Influence of Islamic Business
Ethics and Service Quality on Loyalty mediated by Sharia Hotel
Customer Satisfaction,, Supervised by: Dr. Wahyuddin Maguni
SE, M.Si and Muljibir Rahmat, S.EI.ME,SY
The Research study on Islamic business ethics, service quality and
customer satisfaction on customer loyalty at the Zahra Syariah Kendari
Hotel. The purpose of this research is to determine and analyze (1) the
influence of Islamic business ethics on Customer Satisfaction at the
Zahra Syariah Kendari Hotel (2) the influence of service quality on
customer satisfaction at the Zahra Syariah Kendari Hotel (3) the
influence of Islamic business ethics on Customer Loyalty at the Zahra
Syariah Kendari Hotel, (4) the influence of service quality on Customer
Loyalty of the Zahra Syariah Kendari Hotel, (5) the influence of
customer satisfaction on the Customer Loyalty of the Zahra Syariah
Kendari Hotel, (6) the influence of Islamic business ethics on Loyalty
through the customer satisfaction variable of the Zahra Syariah Kendari
Hotel and (7) the influence service quality on customer loyalty through
the customer satisfaction variable at Hotel Zahra Syariah Kendari. This
research is quantitative research. Quantitative methods can be
interpreted as research methods that are based on the philosophy of
positivism. The population in this study are people who have used the
Zahra Syariah Hotel services twice, the number of which is still
unknown (infinite). This research has a population whose number and
size are not known with certainty, so the sample criteria proposed by
Roscoe are used, namely the minimum sample criteria is 30 people, and
the total research sample is 50 customers of the Zahra Syariah Kendari
Hotel. The research results show that: (1) Islamic business ethics have a
positive and significant effect on customer satisfaction at the Zahra
Syariah Kendari Hotel. (2) Service quality has a positive and significant
effect on customer satisfaction at Hotel Zahra Syariah Kendari (3)
Islamic business ethics has a positive and significant effect on customer
loyalty at Hotel Zahra Syariah Kendari. (4) Service quality has a
positive and significant effect on customer loyalty at the Zahra Syariah
ix | A B S T R A CT
Kendari Hotel, (5) Customer satisfaction has a positive and significant
effect on customer loyalty at the Zahra Syariah Kendari Hotel, (6)
Islamic Business Ethics has a positive and significant effect on
customer loyalty through the satisfaction variable customers of Hotel
Zahra Syariah Kendari and (7) Service quality has a positive and
significant effect on customer loyalty through the Hotel Zahra Syariah
Kendari customer satisfaction variable.
Keywords: Islamic Business Ethics, Service Quality, Customer
Satisfaction, Customer Loyalty

Item Type: Thesis (Other)
Additional Information: Kata Kunci: Etika Bisnis Islam, Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan
Uncontrolled Keywords: Kata Kunci: Etika Bisnis Islam, Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan
Subjects: 600 Teknologi dan Ilmu Terapan > 650 Bisnis
Ekonomi > Ekonomi
Ekonomi > Ekonomi Islam
Ekonomi > Manajemen
Divisions: Fakultas Ekonomi dan Bisnis Islam > Prodi Perbankan Syariah
Depositing User: Unnamed user with username asni
Date Deposited: 18 Oct 2024 02:55
Last Modified: 18 Oct 2024 02:55
URI: http://digitallib.iainkendari.ac.id/id/eprint/3425

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