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All Journal el-Jizya: Jurnal Ekonomi Islam Indonesian Journal of Islamic Business and Economics (IJIBE) Miftah Wealth: Journal of Islamic Banking and Finance
Intansari, Anggita Isty
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Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Miftah

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Strategi Bank Syariah Indonesia Mempertahankan Nasabah Melalui Handling Complaint Di BSI KCP Purwokerto Sulasih, Sulasih; Intansari, Anggita isty; Novandari, Weni
Miftah : Jurnal Ekonomi dan Bisnis Islam Vol. 2 No. 2 (2024): October 2024
Publisher : Yayasan Pondok Pesantren Sunan Bonang Tuban

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61231/miftah.v2i2.281

Abstract

Customer Service is a very important aspect in the banking world. Therefore, banks must focus on providing services to customers. Because good service is a bank's strategy to retain its customers. This study aims to describe the Strategy of Bank Syariah Indonesia to Retain Customers Through Handling Complaints at BSI KCP Purwokerto through the role of customer service in handling complaints in order to retain customers. The type of field research with a qualitative descriptive approach. Data collection techniques consist of observation, interviews, and documentation. This study uses data collection methods, data reduction, data presentation, and drawing conclusions as data analysis techniques. The results of this study indicate that customer service plays a very important role. The role of customer service in handling complaints is as a channel for problem information and solution services. To retain customers, customer service must provide friendly service, approach, and really look for solutions and alternatives to solve problems that occur so that customers feel comfortable and satisfied. So that it can retain customers, both new and old customers
Identifikasi Loyalitas Pelanggan dengan Kepuasan Sebagai Variabel Intervening Pada Toko Grosir HR Losari Kecamatan Cilongok Kabupaten Banyumas Sulasih, Sulasih; Parno, Parno; Trianingsih, Ade; Intansari, Anggita Isty
Miftah : Jurnal Ekonomi dan Bisnis Islam Vol. 3 No. 1 (2025): April 2025
Publisher : Yayasan Pondok Pesantren Sunan Bonang Tuban

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61231/miftah.v3i1.358

Abstract

This study aims to determine whether product diversity, perceived value, and location have an effect on customer loyalty with customer satisfaction as a mediating variable at the HR Losari Wholesale Store, Cilongok District, Banyumas Regency. The quantitative research method and analysis tool used in this study are Smart-PLS 4. The sample collection method uses non-probability sampling with a purposive sampling technique so that 385 respondents are produced. The results of this study indicate that perceived value and location have a significant effect on customer loyalty with strong validity and reliability tests. However, product diversity does not have a significant effect on customer loyalty. Product diversity, perceived value, and location have a significant effect on customer satisfaction. The intervening variable of customer satisfaction can also mediate the relationship between Product diversity, perceived value, and location on customer loyalty
Co-Authors Fatimah Hilyatin, Dewi Laela Parno Parno Puji Astuti rahmini hadi Sulasih Sulasih Trianingsih, Ade Weni Novandari Zahroh, Fitri Hidayatuz