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Journal : Empiricism Journal

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Determinan Loyalitas Nasabah Bank Syariah: Peran Inovasi Model Bisnis, Kualitas Layanan, dan Brand Image Wahdaniah, Wahdaniah; Umar, Umar
Empiricism Journal Vol. 7 No. 1: March 2026
Publisher : Lembaga Penelitian dan Pemberdayaan Masyarakat (LITPAM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/6c081q09

Abstract

Loyalitas nasabah merupakan elemen strategis bagi keberlanjutan perbankan syariah di tengah kompetisi digital. Penelitian ini bertujuan untuk menguji pengaruh inovasi model bisnis, kualitas layanan, dan brand image terhadap loyalitas nasabah tabungan pada Bank Syariah Indonesia (BSI) KCP Dompu. Menggunakan pendekatan kuantitatif eksplanatori, data dikumpulkan melalui kuesioner dari 100 nasabah aktif yang dipilih menggunakan rumus Slovin. Analisis data dilakukan dengan Structural Equation Modeling-Partial Least Squares (SEM-PLS) melalui perangkat lunak SmartPLS 4.0. Hasil penelitian menunjukkan bahwa: (1) Inovasi model bisnis berpengaruh positif dan signifikan terhadap loyalitas nasabah (T=3,766;P=0,000); (2) Kualitas layanan berpengaruh positif dan signifikan terhadap loyalitas nasabah (T=3,866;P=0,000) dan menjadi faktor paling dominan; (3) Brand image berpengaruh positif dan signifikan terhadap loyalitas nasabah (T=2,324;P=0,010). Kesimpulan penelitian menunjukkan bahwa loyalitas nasabah dapat ditingkatkan secara efektif melalui sinergi ketiga variabel tersebut. Temuan ini mengimplikasikan bahwa pihak manajemen bank perlu memprioritaskan integrasi antara transformasi digital yang adaptif, keunggulan layanan personal (service excellence), dan penguatan citra modern berbasis syariah sebagai strategi utama untuk menjaga retensi nasabah, terutama pada karakteristik masyarakat di wilayah berkembang menjadi kunci utama dalam mempertahankan retensi nasabah di wilayah berkembang. Determinants of Islamic Bank Customer Loyalty: The Role of Business Model Innovation, Service Quality, and Brand Image Abstract Customer loyalty is a strategic element for the sustainability of Islamic banking amidst intense digital competition. This study aims to examine the influence of business model innovation, service quality, and brand image on the loyalty of savings account customers at Bank Syariah Indonesia (BSI) Dompu Sub-Branch Office. Employing a quantitative explanatory approach, data were collected via questionnaires from 100 active customers selected using the Slovin formula. Data analysis was performed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) through SmartPLS 4.0 software. The results indicate that: (1) business model innovation has a positive and significant effect on customer loyalty (T=3.766; P=0.000); (2) service quality has a positive and significant effect on customer loyalty (T=3.866; P=0.000) and is the most dominant factor; (3) brand image has a positive and significant effect on customer loyalty (T=2.324; P=0.010). The study concludes that customer loyalty can be effectively enhanced through the synergy of these three variables. These findings imply that bank management needs to prioritize the integration of adaptive digital transformation, service excellence, and a strengthened modern Sharia-based brand image as primary strategies to maintain customer retention, particularly given the unique characteristics of communities in developing regions.
Co-Authors Adela, Ariza Aditia, Aditia Afrilia, Eny Ahmad J Ainul Yusna Harahap Amru Muhammad Andri Yusman Persada Aprilia Putri, Kartika Aprisca, Meisya Ari Nuswantoro Aswar Rahmat Azrul Rizki Bahasoan, Awal Nopriyanto Cici Andriani Cut Intan Hayati, Cut Intan Devi, Alifia Justitia Dewi Ratnasari Emilda, Emilda Erdin, Haikal Rahman Adilara Erika, Mega Ernawati Br Surbakti Fadlon Haser, Teuku Fahrani, Chantika Lailatussa'adah Fahrurrazi Fahrurrazi Farwa, Syalsabilla Fathiyah Fathiyah FAUSIAH, FAUSIAH Febriyanto, Kresna Hardini, Khaulani Refsi Hasan, Riza Hasyimi Abdullah Hendra Budi Sungkawa, Hendra Budi Herfani, Kurnia Herlina Putri Endah Sari Herman Rusli Herman, RN Hilma Erliana Ilham Jaya Imma Fatayati Indah Purwaningsih Indrawati, Ratih Jamilah Jamilah . Juliati Juliati Juliati, Juliati Kartika Aprilia Putri Khusna Arif Rakhman, Khusna Arif Laila Kamilla Linda Triana Luthfi Luthfi Magfirah, Magfirah Mardiana Mardiana Margini, Fitria Marhani, Andi Maria Ulfah Ashar Masud, Anis Anshari Matondang, Zulfahmirda Maulidiyah Salim Muh. Kadir Muhammad Iqbal Muhammad Iqbal Muhammad Ridwan Hayadin Mursyidin Mursyidin Nurhasanah Nurhayati, Etiek Panjaitan, Febiola Pertiwi, Gayatri Adhicipta Purnama Febri, Suri Rahmad Nuthihar Ramadhani, Natasya Intan Ramli Ramli Ratnawaty, Gervacia Jenny Riza Hasan Rizan, Muhammad Romadi Romadi Sabolakna, Asep Sabrina Azani, Aulia Safrizal Razali Said, Awayundu Sardiyanah Sari, Emilda Sari, Intan Wulan Sofia, Lisda Sri Dinanta Beru Ginting Sukma, Sherin Aulia Suri Purnama Febri Suwandi, Edy Syahdan, Ralda Yanti Syamsuddin, Suryani Tara Astika Bangun Taslim, Muh. Taslim Taufiq Nur Teuku Fadlon Haser Tumpuk, Sri Umar Umar Wahyuliana, Wahyuliana Yamin, Mujirin M. YANTI, RAHMI Yonika, Vira Selvi Yunita . Yusman Persada, Andri Yusna Harahap, Ainul