PENGARUH KEDISIPLINAN PEGAWAI, KUALITAS PELAYANAN, KEPERCAYAAN, DAN BAGI HASIL TERHADAP LOYALITAS NASABAH PADA BANK MUAMALAT KANTOR CABANG PEMBANTU PONOROGO

This study aims to analyze the effect of Employee Discipline, Service Quality, Trust, and Profit Sharing on Customer Loyalty at Bank Muamalat Sub-Branch Office Ponorogo. The research employed a quantitative method with a survey approach, in which data were collected through questionnaires distributed to 100 respondents. Data analysis was conducted using multiple linear regression with the assistance of SPSS version 25. The results show that Employee Discipline and Profit Sharing variables have no significant effect on Customer Loyalty. Meanwhile, Service Quality and Trust have a significant effect on Customer Loyalty. Simultaneously, the four independent variables significantly influence Customer Loyalty, with an F-value of 9.191 and a significance level of 0.000. The coefficient of determination (R²) of 0.279 indicates that 27.9% of the variation in Customer Loyalty can be explained by this model. The study concludes that Service Quality and Trust are the main factors shaping customer loyalty at Bank Muamalat Sub-Branch Office Ponorogo. Therefore, enhancing service professionalism and ensuring transparent communication are crucial strategies in maintaining customer loyalty.