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All Journal Majapahit Journal of Islamic Finance dan Management Majapahit Journal of Islamic Finance dan Management
Ujang Hanif Mustofa
Universitas Islam Negeri Raden Intan Lampung, Lampung, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Effect of Service Excellence on Customer Loyalty of Bank Syariah Indonesia (BSI) in Bandar Lampung City with Customer Satisfaction as an Intervening Variable Lukman Firnanda; Ujang Hanif Mustofa; Anas Malik
Majapahit Journal of Islamic Finance and Management Vol. 5 No. 4 (2025): Islamic Finance and Management
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/mjifm.v5i4.681

Abstract

This study aims to analyze the effect of Service Excellence on customer loyalty with customer satisfaction as an intervening variable in Bank Syariah Indonesia in Bandar Lampung. The method used is quantitative with Partial Least Square-Structural Equation Modeling (PLS-SEM) approach through SmartPLS software. The results showed that Service Excellence has a positive and significant effect on customer loyalty and customer satisfaction. In addition, Customer Satisfaction also has a significant effect on customer loyalty. However, the indirect effect of Service Excellence on customer loyalty through customer satisfaction is not significant, so mediation is not proven. This finding confirms the importance of excellent service in improving customer loyalty directly
Effect of Service Excellence on Customer Loyalty of Bank Syariah Indonesia (BSI) in Bandar Lampung City with Customer Satisfaction as an Intervening Variable Lukman Firnanda; Ujang Hanif Mustofa; Anas Malik
Majapahit Journal of Islamic Finance and Management Vol. 5 No. 4 (2025): Islamic Finance and Management
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/mjifm.v5i4.681

Abstract

This study aims to analyze the effect of Service Excellence on customer loyalty with customer satisfaction as an intervening variable in Bank Syariah Indonesia in Bandar Lampung. The method used is quantitative with Partial Least Square-Structural Equation Modeling (PLS-SEM) approach through SmartPLS software. The results showed that Service Excellence has a positive and significant effect on customer loyalty and customer satisfaction. In addition, Customer Satisfaction also has a significant effect on customer loyalty. However, the indirect effect of Service Excellence on customer loyalty through customer satisfaction is not significant, so mediation is not proven. This finding confirms the importance of excellent service in improving customer loyalty directly
Co-Authors Anas Malik Lukman Firnanda