Customer loyalty based on service quality, banking image and fairness mediating role of customer satisfaction

Ekowati, Vivin Maharani ORCID: https://orcid.org/0000-0001-6013-0630, Supriyanto, Achmad Sani ORCID: https://orcid.org/0000-0003-1519-3258, Ridwan, Muhtadi, Rusydi, Abdul Fatah and Johari, Fuadah Binti Johari (2024) Customer loyalty based on service quality, banking image and fairness mediating role of customer satisfaction. Jurnal Aplikasi Manajemen dan Bisnis,, 10 (3). pp. 717-726. ISSN ISSN: 2528-5149/EISSN: 2460-7819

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Abstract

Background: Technological advances have impacted intense business competition in the banking world, requiring all banks to compete in updating systems to maintain customer loyalty, which is essential to a business' success. Influencingtors influencing customer loyalty are service quality, banking image, and fairness.

Purpose: The purpose of this study is to examine how customer satisfaction functions as a mediating factor between service quality, banking image, fairness and customer loyalty.
Design/methodology/approach: Quantitative methods are used in this study. The population consists of Bank Muamalat customers. Accidental sampling was utilized as a research sampling method. The sample amounted to 210 respondents with research data using primary data. The SmartPLS 3.3 analysis tool was used to assist this research.

Findings/Result: The findings of this study show that CARTER service quality can significantly improve customer loyalty at Bank Muamalat Malang. A favorable banking image has a strong positive impact on customer loyalty. Likewise, the Maqashid Syari'ah Index (MSI) fairness concept can have a direct impact on consumer loyalty. In addition, the study's findings suggest that customer happiness can mediate the impact of service quality, image, and fairness on customer loyalty.

Conclusion: This study shows that service quality and banking image have a substantial impact on customer loyalty. At the same time, the concept of fairness has a substantial impact on customer loyalty. Customer satisfaction can mediate the impact of service quality, banking image, and the concept of fairness on customer loyalty.
Originality/Value (State of The Art): This study attempts to explain service quality based on an Islamic perspective; it is hoped that this model development will reduce the scarcity of literature on service quality.

Item Type:	Journal Article
Keywords:	service quality; banking image; fairness; customer loyalty; customer satisfaction
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1502 Banking, Finance and Investment > 150299 Banking, Finance and Investment not elsewhere classified 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150501 Consumer-Oriented Product or Service Development 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations) 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1599 Other Commerce, Management, Tourism and Services
Divisions:	Faculty of Economics > Department of Management
Depositing User:	Vivin Maharani Ekowati
Date Deposited:	07 Oct 2024 14:46

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