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All Journal Jurnal Keuangan dan Perbankan Syariah LA RIBA: Jurnal Perbankan Syariah
dina irmawati
UIN Salatiga
Economics, Econometrics & Finance Social Sciences

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PENGARUH BRAND IMAGE, BRAND AWARENEES, SERVICE QUALITY DAN DIGITAL BANKING TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (STUDI PADA NASABAH BANK SYARIAH INDONESIA KCP UNGARAN DIPONEGORO) dina irmawati
LA RIBA: Jurnal Perbankan Syariah Vol. 6 No. 02 (2025): Juni 2025
Publisher : Program Studi Perbankan Syariah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53649/la riba.v6i02.1059

Abstract

This study aims to determine how brand image, brand awareness, service quality and digital banking influence customer loyalty through customer satisfaction as an intervening variable of a case study on BSI Bank Customers KCP Ungaran Diponegoro 1. This study is a type of quantitative research using primary data and data collection instruments by filling out questionnaires. The sample taken was 100 respondents with a probability sampling technique of sampling type without replacement. The data obtained were then processed using the IBM SPSS version 21 analysis tool. The results of this study indicate that the brand image variable does not significantly affect customer loyalty. The brand awareness variable has a positive and significant effect on customer loyalty. Service quality does not significantly affect customer loyalty. Digital banking has a positive and significant effect on customer loyalty. Satisfaction has a positive and significant effect on customer loyalty. Satisfaction cannot mediate brand image on customer loyalty. Satisfaction can mediate brand awareness, service quality, and digital banking on customer loyalty.
Pengaruh Brand Image, Brand Awarenees, Service Quality, dan Digital Banking terhadap Loyalitas Nasabah melalui Kepuasan Nasabah sebagai Variabel Intervening (Studi pada Nasabah Bank Syariah Indonesia KCP Ungaran Diponegoro 1): The Influence of Brand Image, Brand Awareness, Service Quality, and Digital Banking on Customer Loyalty through Customer Satisfaction as an Intervening Variable (Study on Customers of Bank Syariah Indonesia KCP Ungaran Diponegoro 1) Dina Irmawati; Mochlasin Mochlasin
Jurnal Keuangan dan Perbankan Syariah Vol 5 No 1 (2026): April 2026
Publisher : FAKULTAS EKONOMI DAN BISNIS ISLAM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24260/jkubs.v5i1.4329

Abstract

Purpose: This study aims to examine the effects of brand image, brand awareness, service quality, and digital banking on customer loyalty through customer satisfaction as a mediating variable among customers of BSI KCP Ungaran Diponegoro 1. Design/methodology/approach: This study uses a quantitative approach with primary data collected through questionnaires. The data were analyzed to examine both direct and indirect effects among the research variables. Research Findings: The findings show that brand image and service quality do not have a significant direct effect on customer loyalty. In contrast, brand awareness and digital banking have a positive and significant effect on customer loyalty. Customer satisfaction also has a positive and significant effect on customer loyalty. Furthermore, customer satisfaction does not mediate the effect of brand image on customer loyalty, but it mediates the effects of brand awareness, service quality, and digital banking on customer loyalty. Contribution/Originality/Novelty: This study provides empirical evidence on the determinants of customer loyalty in Islamic banking at the branch level, particularly at BSI KCP Ungaran Diponegoro 1. The findings highlight the importance of brand awareness and digital banking as key drivers of loyalty, while also emphasizing the role of customer satisfaction as a mediating mechanism in strengthening long-term customer loyalty
Co-Authors Mochlasin, Mochlasin