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All Journal Equator Journal of Management and Entrepreneurship El Dinar E-Dimas: Jurnal Pengabdian kepada Masyarakat JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Perisai : Islamic Banking and Finance Journal Jati: Jurnal Akuntansi Terapan Indonesia Jurnal Darussalam: Jurnal Pendidikan, Komunikasi dan Pemikiran Hukum Islam Dialektika: Jurnal Ekonomi dan Ilmu Sosial Fitrah: Journal of Islamic Education
Sari, Niki Puspita
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Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : El Dinar

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CUSTOMER LOYALTY IN INDONESIAN SHARIA BANKS: INTEGRATING FINANCIAL ASPECTS, FINTECH APPLICATIONS, AND THE CARTER MODEL Muhammad, Helmi; Sari, Niki Puspita
EL DINAR: Jurnal Keuangan dan Perbankan Syariah Vol 12, No 1 (2024): El Dinar
Publisher : Faculty of Economics Universitas Islam Negeri Maulana Malik Ibrahim Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18860/ed.v12i1.23687

Abstract

As a competitive strategy, Bank Syariah Indonesia (BSI) is interested in emphasizing service quality, with a focus on customer loyalty and referral. The CARTER model is becoming increasingly popular among researchers as a tool for evaluating the quality of services provided by Islamic banks. This study seeks to investigate the effects of financial aspects, FinTech use, and CARTER model dimensions on BSI customer loyalty. The study included all customers of BSI Malang across three areas: Malang City, Batu City, and Malang Regency, with a sample size of 100 respondents. The data were analyzed using multiple linear regression. The findings indicate that the financial aspects, FinTech use, and CARTER model dimensions have a significant effect on BSI customer loyalty. Compliance (adherence to Sharia principles) was the most important factor in the CARTER dimension, followed by assurance, reliability, empathy, and responsiveness. Although the financial aspects and tangibility are considered part of the service quality dimension, they do not significantly contribute to BSI customer loyalty. In addition to cultivating technical skills in its workforce, BSI relies on the practical implications of Sharia compliance to enhance its competitive strategy.
Co-Authors Achadah, Alif Ahmad Taufiq Almadirotul, Suci Assiddiq, Dafis Ubaidillah Azwar Anas, Muhammad Yusuf Erna Resmiatini Khairul Umam Mauludyah, Afiatul Muhammad Imron, Muhammad Muhammad, Helmi Nur Aini Sutomo Sutomo Syadad, Husnul Hakim Urnika Mudhifatul Jannah, Urnika Mudhifatul Wahyudi, Eko Yusuf Wulan Dari, Wulan