Factors affecting customer loyalty of Bank Syariah Indonesia

Supriyanto, Muhammad Agus, Siswanto, Siswanto ORCID: https://orcid.org/0000-0003-0190-627X and Rahayu, Yayuk Sri ORCID: https://orcid.org/0000-0001-6315-7943 (2023) Factors affecting customer loyalty of Bank Syariah Indonesia. International Journal of Social Science and Business, 7 (2). pp. 416-424. ISSN P-ISSN: 2614-6533 E-ISSN: 2549-6409

Text 18758.pdf - Published Version Available under License Creative Commons Attribution Share Alike. Download (386kB)

Abstract

This study aims to analyze the factors that influence customer loyalty at Bank Syariah Indonesia. The study used five hypotheses and examined the relationship between service quality, customer satisfaction, religiosity, and customer loyalty. This study used quantitative data with descriptive methods. The population used in this study is all customers of Bank Syariah Indonesia. The study samples amounted to 158 samples taken using non-probability sampling techniques. Data analysis was carried out using Structural Equation Modeling (SEM) with the help of SmartPLS software. The results showed that service quality has a significant direct influence on customer satisfaction. Customer satisfaction also has a significant direct influence on customer loyalty. Religiosity cannot moderate service quality in influencing customer satisfaction. This research contributes to Bank Syariah Indonesia in developing more effective marketing strategies and strengthening relationships with customers. This study also provides a theoretical contribution by examining the relationship between factors that influence customer loyalty at Bank Syariah Indonesia. Future research may consider other variables that may affect customer loyalty, such as value perception and brand image.

Item Type:	Journal Article
Keywords:	service quality; customers satisfaction; religiosity; loyalty
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing
Divisions:	Faculty of Economics > Department of Islamic Banking
Depositing User:	Yayuk Sri Rahayu
Date Deposited:	24 Apr 2024 08:43

Downloads

Origin of downloads

Actions (login required)

View Item