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Journal : International Journal of Economics Development Research (IJEDR)

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The Economic Impact of Service Quality on Company Image, Customer Trust, and Loyalty: A Study on Savings Customers at Bank Syariah Indonesia (BSI) Moenardy, Khalid Kasim; Kasim, Abas; Messakh, Anthon B.; Astuti, Indri; Bessie, Juita L.D.
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 1 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i1.6374

Abstract

This study aims to investigate the influence of service quality variables on the company's image, customer trust and customer loyalty, as well as the influence of company image variables on customer trust and customer loyalty, and the influence of trust on customer loyalty. To achieve these objectives, accidental sampling selected 70 customers of Bank BSI as respondents. Selection of sample customers using the criteria: (a) have a minimum savings amount of Rp 5 million, and (b) have been saving at Bank BSI for at least one year when this research was conducted. To achieve the first objective, descriptive analysis was used and GSCA (Generalized Structured Component Analysis) was used to achieve objectives two to six. The results of the analysis show that customers perceive service quality and customer trust, including in the very high / very good category, while company image and customer loyalty are in the high / good category. While the results of GSCA analysis show: (a) service quality has a significant and positive effect on corporate image; (b) service quality has a significant and positive effect on customer trust; (c) service quality has a significant and positive effect on customer loyalty; (d) corporate image has a significant and positive effect on customer trust; (e) corporate image has a significant and positive effect on customer loyalty; and (f) customer trust has a significant and positive effect on customer loyalty. Further research (with the same object: BSI customers) by adding independent variables and expanding the research area, especially in areas where the majority of the population is non-Muslim, such as in the Maluku, Papua and North Sulawesi regions, needs to be carried out. The management of BSI Kupang Branch is advised to strategically strive to improve service quality, corporate image and customer trust on an ongoing basis, and at the same time, continue to improve customer loyalty, so that customers remain customers of BSI Kupang Branch.
Co-Authors . Irawati . Martaliana, . . Rahmawati . Ramiyati . Yusnida, . A.A. Ketut Agung Cahyawan W Abas Yusuf Abdi, Egy Abdul Khair Junaidi Abdul Latief Addieni, Lutfia Nur Adha, Annisha Dyuli Adhitya Rahardhian Afandi Afandi Afandi Agstria, Wiwil Cristin Agustina, Puput Radha Ahmad Firdaus, Ahmad ahmad yani Aida, Aida Akidah, Ihramsari Alamul Huda, Alamul aloysius mering Amalia, Alisha Amallia Putri Amin Fauzi, Amin Amsa, Helfany Ana Fergina Anak Agung Gede Sugianthara Andriani, Indah Andy Usman Anggari Linda Destiana Anggraini, Heny Anibah, Anibah Annisa Setyanti, Annisa Annurahman, Annurahman Apriani, Nani Ariastya , Ribkah Melia Astriani , Susi Astuti, Ade Ari Dwi Aunurahman, Aunurahman Aunurrahman Aunurrahman Aunurrahman AYU LESTARI Azhari, Munir Aziz, Qithfirul Azzahra, Azzahra Azzahrah, Dessy Azzahro, Farhana Zulfa Bessie, Juita L.D. Budiraharjo, Joko Burhan, Kistian Burhan, Kristian Busri Endang Bustari, Syamsul Candra Maulana, Candra Darini Day, Dafzel Deafirmanda, Yossi Deana, Miranda Putri Dede Suratman Desinta, Desinta Desni Yuniarni Devi, Nurwulan Kusuma Dina Aprilia, Dina Dina Fitria, Dina Duryana, Duryana Dwi Susanto Efendi, Syachrani Efrina, Gusnita Emdiansyah, Goestav Eny Enawaty Erna Purba Evania Suryaningsih, Evania Fadilah . Fadillah Fadillah Faizal Faridah Faridah Fathonah, Deffya Fazry, Saiful Febriani, Lina Dwi Fortanata linda Dewi Gita Deviana, Gita Gusti, Dermawanti Setyo Hadi Mulyo Wibowo Halida . Hanik Latifah, Hanik Haratua Tiur Maria Silitonga Harries Madiistriyatno, Harries Haryani Haryani Hazar, Suariti Herman, Ria Herry Sujaini I Gusti Bagus Wiksuana Ida Riana, Ida Ifa, Farah Iin Zheniar Winayati, Iin Zheniar Ikhlas, Boni Iskandar, Abdul Muis Istiqomah, Novita Nissa Januarianto, Benedictus Tri Jati, prihatina Juharita, Juharita Julia Julia Jumiarti, Ratna Junialdi, Rezi Jusdienar, Akka Latifah Kasim, Abas Kespandiar, Tengku Khotif, Muhammad Kriss Diana Kristi Nuraini, Kristi Kristiono, Natal Kurniawan, Danni Candra Kurniawati, Happy Resa Lestiyaningsih, Ayu Luhur Wicaksono Lukmanulhakim ., Lukmanulhakim Luthfiah, Isnaini M Asrori, M M. Asrori M. Asrori ., M. Asrori M. Thamrin Maemonah, Maemonah Maharani, Syifa Malik , Mirza A Manalu, Yemima Clarica Manggala, Esa Mansyuruddin, Mohammad Marisa Dwi Sukmawati, Marisa Dwi Marmawi R . Martono Martono Maygista, Irena Melati, Eka Mersytiana Atu Mery, Elisa Anna Messakh, Anthon B. Meylinie, Nieta Milisani, Meirna Moenardy, Khalid Kasim Mohammad Asrori Mudinillah, Adam Muhamad Ali Muhammad Asrori Muhammad Iqbal, Ipmawan Muharandri, Citra Mujaidiah Mukharom Ridho, Muhammad Mulyati, Iis Murni Pratiwi Putri, Murni Pratiwi Musrifah Musrifah, Musrifah Mustaan, Mustaan Naemah, Tien Narsi (F54010014) Naser, Haspul Nasution, Komala Sari Nazriati Nazriati dkk. Nengsih, Widya Nilasari, Nilasari Noritawati, Ida Novia Dewi , Yosa Nurakhim, Bambang Nurfitrianty, Sri Nurhajijah, Nurhajijah Nurul Fatimah, Izza Oktavianita, Oktavianita Pangestu, Gustin Restu Pawadi, Pawadi Polinus, Polinus Prastica, Ayunda Rahmadani Dwi Pratiwi, Nabilla Fujias Pratiwi, Popy Pratiwi, Yuli Sri Prihatiningrum, Ika Purwanti . PURWANTI PURWANTI Purwantini, Marta Ninik Puspita Nigrum, Amanda Pustika, Dewi Putri Apriliani Rabiah, Sitti Raden Mohamad Herdian Bhakti RafiUddin, Hafiz Rahayu, Retno Suci Rahayu, Umi Puji Rahmadanil , Rahmadanil Rahmah (F54009038) Rahmania, Nida Ramadhani, Eliza Eka Ratna Widyasari Ratnawita Ratnawita Rian, Rian Rianto, Leonov Ridho, Muhammad Mukharom Rini Afrianti Riska Yulanda Riyadah, Riyadah Rohkani, Siti Rokhani, Siti Rokhiyah, Isti Rusdianto, Agustinus Renaldo Rusianto, Eddy Salsabila, Dafina Santosa, Anggi Anggraini Santoso, Budiawan Saraswati, Yenita Sari, Dina Yuspita Sari, Donata Saripudin, Didin SEPTIANA, RINA Setiawan, Fadli Sherly Franchisca Simare Mare, Gresmid Sisilawati, Sisilawati Siti Nuraisyah Siti Nurwiyanti Slamet, Rokhmad Soemardana, Soemardana Suci Ramadhani, Suci Sugiyono Sugiyono Sulthoni, Akhmad Sumarni, RR. Anik Surahman Surahman Susanti, Yanthi Sutarmanto . Sutrisno, Sutrisno Suyanto Suyanto Syahwani Umar Syaiful . Taubah, Annisa Thamrin . Tris Wardani, Tris Turrohmah, Azizah urai salam Uraysalam, Uraysalam Verona, Roswita Warnweri, Warnweri Wiji Astutik, Wiji Wulandari, Veni Yasin Efendi Yasmin, Putri Hilda Yeni Kurniati Yolanda, Shanti Yudiarti, Arini Yuline . Yuline, Yuline Yuliyani (F54209055) Zefriyenni Zefriyenni, Zefriyenni Zendrato, Yuniria Zurniati, Vivi Zurniti, Vivi