The Impact of Tariff Adjustment of Faedah Saving Service on Customer Loyalty in Bank BRI Syariah of Citarum Branch Office, Bandung

Abstract

BRI Syariah has adjusted rates for savings Avail twice. This was done in an effort refinement of savings products Avail considered could improve customer satisfaction and loyalty. The purpose of this study was to determine the response of customers regarding the service rate adjustment, to find out service quality and determine the satisfaction and loyalty of customers saving benefits after their service rate adjustment. The method used was descriptive and qualitative analysis. The data collection techniques used questionnaires and interviews. The data processing used Likert scale. The samples were taken based on judgmental sampling technique as much as 100 respondents. The results showed that the respondents gave a positive response to the tariff adjustment for savings amounting to 72.05% Allowances. Customers rate the quality of services provided by the Branch Office BRI Syariah Citarum included in the classification are satisfied with the value - average of 73.00%. The level of customer satisfaction after service rate adjustment does not decline significantly; the customer satisfaction rate of 71.00% was obtained. The level of customer loyalty after a service rate adjustment showed a percentage of 65.46%, meaning that classification approach is quite satisfied. Therefore, it can be concluded that the tariff adjustment of savings services are not negatively impact on customer loyalty BRI Syariah Branch Office Citarum Bandung.