The Influence of Business Ethics and Customer Satisfaction on Customer Retention at Bank BTN Syariah

Abstract

Based in the results of observations, the background for this reseach is the decreacing level of customer retention for repeat transactions, which is suspected to be due to the lack of attention to business ethics and customer satisfaction by employees at Bank BTN Syariah KCPS Surapati Core. This research aims to determine the influence of business ethics and customer satisfaction on customer retention at Bank BTN Syariah KCPS Surapati Core, both simultaneously an partially. The research sample consist of 100 deposit customer retention at Bank BTN Syariah KCPS Surapati Core. The type of research is associative quantitative. The data analysis and hypothesis testing in this research are conducted using multiple correlation analysis, multiple regression analysis, determination coefficient analysis, t-test design anad F-test design.The reseach result show that business ethics influence customer retention by 93,9% as seen from the coefficient of determination and the t test result is the value of  >  (38,857 > 1,984), customer satisfction influences customer retention by 89,8% as seen from the coefficient of determination and the t test result is the value of  >  (29,329 > 1,984) and simultaneously business ethics and customer satisfaction influence customer rentention at Bank BTN Syariah KCPS Surapati Core by 95,9% as seen from the coefficient of determination and the F test that result is  >  (1124,753 > 3,09).