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PENGARUH SERQUAL, CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI “(Studi Pada Nasabah PT Bank Syariah Indonesia, Tbk. KCP Genteng Banyuwangi) Zuhrotun Nisa; Irmayanti Hasan
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 5 (2024): Journal of Economic, Bussines and Accounting (COSTING)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i5.10608

Industri perbankan syariah di Indonesia terus mengalami pertumbuhan yang signifikan. Salah satu bank syariah terbesar di Indonesia adalah PT Bank Syariah Indonesia, Tbk. (BSI) yang merupakan hasil penggabungan dari tiga bank syariah BUMN. Dengan pertumbuhan ini, persaingan di industri perbankan syariah semakin ketat. Untuk dapat bertahan dan memenangkan persaingan, bank syariah perlu mempertahankan loyalitas nasabahnya yang dipengaruhi oleh faktor-faktor seperti kualitas layanan, citra perusahaan. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan citra perusahaan (corporate image) terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel mediasi pada PT Bank Syariah Indonesia, Tbk. KCP Genteng Banyuwangi. Penelitian kuantitatif ini menggunakan data primer yang diperoleh melalui penyebaran kuesioner kepada 155 responden nasabah. Analisis data dilakukan dengan menggunakan Structural Equation Model (SEM) berbasis Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa kualitas layanan dan citra perusahaan berpengaruh signifikan terhadap kepuasan nasabah. Kepuasan nasabah juga berpengaruh signifikan terhadap loyalitas nasabah. Kualitas layanan berpengaruh signifikan terhadap loyalitas nasabah, sedangkan citra perusahaan tidak berpengaruh signifikan. Kepuasan nasabah memediasi pengaruh kualitas layanan dan citra perusahaan terhadap loyalitas nasabah. Implikasi penelitian ini adalah perlunya mempertahankan dan meningkatkan kualitas layanan dan citra perusahaan untuk meningkatkan kepuasan dan loyalitas nasabah. Kata Kunci: Kualitas Layanan, Citra Perusahaan, Kepuasan Nasabah, Loyalitas Nasabah, Bank Syariah

Factors That Influence Customer Loyalty: Brand Image, Brand Awareness, And Experiential Marketing: Study Of Bank Muamalat Customers, Malang City Sofi Adawiyah; Irmayanti Hasan
Jurnal Ekonomi, Bisnis & Entrepreneurship Vol. 18 No. 2 (2024): Jurnal Ekonomi, Bisnis & Entrepreneurship (e-Journal)
Publisher : Pusat Penelitian dan Pengabdian Pada Masyarakat (P3M) STIE Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/3xdpe529

This study examines the impact of brand image, brand awareness, and experiential marketing on customer loyalty at Bank Muamalat in Malang City. This study employed a quantitative methodology, utilizing data gathered via questionnaires administered to active clients of Bank Muamalat. Respondents were chosen through a non-probability sampling approach based on the following criteria: a minimum age of 17 years, a customer tenure of six months or more, and possession of products from Bank Muamalat. The questionnaire comprised 26 statement questions and included a total sample of 130 respondents. Data were examined via multiple linear regression through SPSS software. The findings indicated that brand awareness and experience marketing significantly affect client loyalty. This research suggests that customer awareness of the Bank Muamalat brand's presence and principles directly impacts their loyalty decisions. Moreover, favorable client experiences with banking services, including effective staff contacts, seamless digital services, and alignment with Sharia principles, are essential in fostering loyalty. Conversely, brand image exerts little impact on client loyalty. This condition suggests that while Bank Muamalat's brand image is perceived favorably by clients, more than this aspect is needed to directly affect customer involvement with the bank. The regression model employed in this study exhibits an R Square value of 63.8%, signifying that the variables of brand image, brand awareness, and experiential marketing collectively account for most of the variability in consumer loyalty. Nonetheless, the remaining 36.2% is affected by additional factors not encompassed in this study, like service quality, pricing, or emotional influences. This study offers strategic insights for Bank Muamalat and other Islamic banks in comprehending consumer behavior. Strategies to enhance customer loyalty should concentrate on bolstering brand awareness and fostering great consumer experiences, both online and through direct engagement. A more comprehensive approach is required to enhance the influence of brand image as a determinant of consumer loyalty. Consequently, the findings of this study can serve as a foundation for formulating more efficacious marketing and service strategies to enhance client loyalty within the Islamic banking sector.

The influence of knowledge and religiosity on saving interest in Islamic banks among Ponorogo residents Pratopo, Gentur; Hasan, Irmayanti
Journal of Islamic Economics Lariba Vol. 10 No. 1 (2024)
Publisher : Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/jielariba.vol10.iss1.art23

IntroductionPonorogo is a region in East Java Province, located 200 km southwest of Surabaya bordering Central Java. With a population of 973,269, Ponorogo is predominantly Muslim and known for its numerous Islamic boarding schools. This study examines the influence of knowledge and religiosity on interest in saving in Islamic banks among Ponorogo residents.ObjectivesThe objective of this research is to determine the effect of knowledge and religiosity on the interest in saving at Islamic banks among the people of Ponorogo.MethodThe study employed a quantitative method with a descriptive approach, using primary data obtained through questionnaires distributed to 400 respondents. Statistical analyses were performed to evaluate the data.ResultsThe findings show that both knowledge and religiosity significantly influence interest in saving at Islamic banks, both partially and simultaneously, at a significance level of less than 0.05. The high level of knowledge and religiosity among respondents positively affects their interest in saving in Islamic banks.ImplicationsThese results highlight the importance of enhancing financial literacy and religious awareness to boost the use of Islamic banking services. This study suggests that Islamic banks should focus on educational campaigns to increase public knowledge and leverage religious values to attract more customers.Originality/NoveltyThis study provides insights into the combined effect of knowledge and religiosity on saving behavior, particularly in a region with a strong Islamic cultural background. This study contributes to the understanding of the factors influencing the adoption of Islamic banking services.

PENGARUH PENGETAHUAN, KEPERCAYAAN, PRODUK, PELAYANAN, DAN RELIGIUSITAS TERHADAP MINAT MENABUNG (Studi Kasus pada Nasabah PT. Bank Syariah Indonesia di Kota Malang) Putri, Fatkhiyyah Ramadhanti Kurnia; Hasan, Irmayanti
JURNAL DIMENSI Vol 13, No 3 (2024): JURNAL DIMENSI (NOVEMBER 2024)
Publisher : Universitas Riau Kepulauan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33373/dms.v13i3.6510

Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh pengetahuan, kepercayaan, produk, pelayanan, dan religiusitas terhadap minat menabung pada nasabah PT. Bank Syariah Indonesia di Kota Malang. Penelitian ini menggunakan pendekatna kuantitatif deskriptif dengan metode pengumpulan data menggunakan kuesioner. Populasi pada penelitian ini adalah nasabah pada PT. Bank Syariah Indonesia Kota Malang dan penentuan sampel menggunakan teknik non probability sampling dengan menggunakan teori Malhotra yang menghasilkan 120 sampel yang diperoleh dari 24 x 5 (jumlah indikator pada penelitian). Hasil penelitian menunjukkan bahwa: 1) Pengetahuan (X1) tidak berpengaruh terhadap Minat Menabung pada nasabah. 2) Kepercayaan (X2) tidak berpengaruh terhadap Minat Menabung pada nasabah. 3) Produk (X3) tidak berpengaruh terhadap Minat Menabung pada nasabah. 4) Religiusitas (X5) tidak berpengaruh terhadap Minat Menabung pada nasabah. 5) Pelayanan (X4) berpengaruh terhadap Minat Menabung pada nasabah. 6) Pengetahuan, Kepercayaan, Produk, Pelayanan, dan Religiusitas berpengaruh secara simultan terhadap Minat Menabung pada nasabah. Kata Kunci: Pengetahuan; Kepercayaan; Produk; Pelayanan; Religiusitas; Minat Menabung Abstract The purpose of this research is to find out the effect of knowledge, trust, products, services, and religiousity on interest in saving in customers of PT. Bank Syariah Indonesia in Malang City. This study used a descriptive quantitative approach to data collection using questionnaires. The population of this study was customers of PT. Bank Syariah Indonesia Malang City and determination of samples using non-probability sampling techniques using Malhotra's theory which produced 120 samples obtained from 24 x 5 (number of indicators on research). The research results show that: 1) Knowledge (X1) has no effect on Interest in Saving in customers. 2) Trust (X2) has no effect on Interest in Savings in customers. 3) Product (X3) has no effect on Interest in Savings in customers. 4) Religion (X5) has no effect on interest in saving customers. 5) Service (X4) has an effect on interest in saving customers. 6) Knowledge, Trust, Products, Services, and Religion simultaneously affect Interest in Savings in customers. Keywords: Knowledge, Trust, Products, Services, Religiosity, Interest in Saving

PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN DAN RELIGIUSITAS TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN PENGGUNA DIGITAL BANKING SEBAGAI VARIABEL INTERVENING (Studi pada Nasabah PT.Bank Syariah Indonesia di Kota Malang) Aini, Adinda Putri Nur; Hasan, Irmayanti
JURNAL DIMENSI Vol 13, No 2 (2024): JURNAL DIMENSI (JULI 2024)
Publisher : Universitas Riau Kepulauan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33373/dms.v13i2.6130

Penelitian ini merupakan penelitian kuantitatif menggunakan data berbentuk angka dan dianalisis dengan SmartPLS 3.0. Tujuannya adalah untuk mengidentifikasi hubungan antara Kualitas Layanan, Citra Perusahaan, dan Religiusitas terhadap Loyalitas Nasabah, dengan Kepuasan sebagai mediator. Populasi penelitian adalah nasabah PT. Bank Syariah Indonesia di Kota Malang, dengan 235 responden yang telah menjadi nasabah selama minimal satu tahun. Hasilnya membuktikan bahwa Kualitas Layanan tidak berpengaruh positif terhadap Kepuasan (H1 ditolak), sementara Citra Perusahaan dan Religiusitas berpengaruh positif terhadap Kepuasan (H2 dan H3 diterima). Namun, Kepuasan tidak mempengaruhi positif Loyalitas Nasabah (H4 ditolak). Selain itu, tidak ada pengaruh positif dari Kualitas Layanan, Citra Perusahaan, dan Religiusitas terhadap Loyalitas Nasabah melalui Kepuasan (H5, H6, dan H7 ditolak). Meskipun demikian, Kualitas Layanan dan Religiusitas berpengaruh positif langsung terhadap Loyalitas Nasabah (H8 dan H10 diterima), tetapi tidak untuk Citra Perusahaan (H9 ditolak).

Uncovering the Complexity of Customer Loyalty in Islamic Banks: The Relationship between Service Quality, Experience, and Brand Image through Customer Satisfaction Laili, Silvia Nur; Hasan, Irmayanti
Indonesian Journal of Islamic Economics and Finance Vol 4 No 2 (2024)
Publisher : Institut Agama Islam Sunan Giri Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37680/ijief.v4i2.6486

The Islamic banking sector in Indonesia, especially after the merger of Bank Syariah Indonesia (BSI) in 2021, has shown tremendous growth. However, maintaining customer loyalty remains a significant challenge in this competitive landscape, with various factors potentially affecting customer retention in Islamic banking. This study investigates the relationship between service quality, customer experience, and brand image on customer loyalty at BSI KCP Mojokerto Gajah Mada, with customer satisfaction as a mediating variable. This study uses a quantitative approach using a structured questionnaire distributed to 110 customers selected through purposive sampling. Data analysis was conducted using Partial Least Square Structural Equation Modeling (PLS-SEM) to test the direct relationship and mediation effects. The study findings reveal that service quality and brand image directly affect customer loyalty, while customer experience requires the mediation of customer satisfaction to affect loyalty. In particular, service quality is negatively correlated with loyalty when mediated through satisfaction. Customer satisfaction effectively mediates the relationship between brand image and loyalty as well as between customer experience and loyalty. This study demonstrates the complex nature of customer loyalty formation in Islamic banking, suggesting that banks should focus on maintaining consistent service quality while building a strong brand image and positive customer experiences.

Uncovering the Complexity of Customer Loyalty in Islamic Banks: The Relationship between Service Quality, Experience, and Brand Image through Customer Satisfaction Laili, Silvia Nur; Hasan, Irmayanti
Indonesian Journal of Islamic Economics and Finance Vol. 4 No. 2 (2024)
Publisher : Institut Agama Islam Sunan Giri Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37680/ijief.v4i2.6486

The Islamic banking sector in Indonesia, especially after the merger of Bank Syariah Indonesia (BSI) in 2021, has shown tremendous growth. However, maintaining customer loyalty remains a significant challenge in this competitive landscape, with various factors potentially affecting customer retention in Islamic banking. This study investigates the relationship between service quality, customer experience, and brand image on customer loyalty at BSI KCP Mojokerto Gajah Mada, with customer satisfaction as a mediating variable. This study uses a quantitative approach using a structured questionnaire distributed to 110 customers selected through purposive sampling. Data analysis was conducted using Partial Least Square Structural Equation Modeling (PLS-SEM) to test the direct relationship and mediation effects. The study findings reveal that service quality and brand image directly affect customer loyalty, while customer experience requires the mediation of customer satisfaction to affect loyalty. In particular, service quality is negatively correlated with loyalty when mediated through satisfaction. Customer satisfaction effectively mediates the relationship between brand image and loyalty as well as between customer experience and loyalty. This study demonstrates the complex nature of customer loyalty formation in Islamic banking, suggesting that banks should focus on maintaining consistent service quality while building a strong brand image and positive customer experiences.

The Influence of Digital Marketing, Online Customer Review, and Trust on Customer Decisions to Save in Islamic Banks with Savings Inclination as a Mediating Variable (A Study on Customers of Bank Syariah Indonesia in Malang City) Abdillah, Moh. Rizky; Hasan, Irmayanti
CURRENT ADVANCED RESEARCH ON SHARIA FINANCE AND ECONOMIC WORLDWIDE Vol. 4 No. 2 (2025): JANUARY
Publisher : Transpublika Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55047/cashflow.v4i2.1705

The goal of this study is to examine how Digital Marketing (X1), Online Customer Review (X2), and Trust (X3) impact Customer Decisions to save in Islamic banks (Y), with Savings Inclination acting as a mediator (Z). The research will specifically look at customers of Bank Syariah Indonesia (BSI) in Malang City. This study is motivated by the rapid advancements in digital technology, which have a growing impact on customer behavior when it comes to financial choices, especially in the realm of Islamic banking. This study utilises a quantitative method with an associative research design. Data was gathered by distributing questionnaires to 110 BSI Mobile users in five districts of Malang City. The data was analysed using Partial Least Square (PLS). The results show that Digital Marketing (X1), Online Customer Review (X2), and Trust (X3) have a significant impact on both Savings Inclination (Z) and Customer Decisions (Y). Additionally, Savings Inclination (Z) acts as a mediator in the relationship between the three independent variables and Customer Decisions (Y). These findings are anticipated to aid in the improvement of Digital Marketing strategies in Islamic banking and bolster customer confidence in Sharia-compliant banking services.

THE INFLUENCE OF KNOWLEDGE, MOTIVATION, AND RELIGIOSITY ON STUDENTS’ INTEREST IN WORKING AT ISLAMIC BANK Nisa, Haliza Chafifatun; Hasan, Irmayanti
Jurnal Tabarru': Islamic Banking and Finance Vol. 8 No. 1 (2025): Jurnal Tabarru' : Islamic Banking and Finance
Publisher : Department of Islamic Banking, Faculty of Islamic Studies, Islamic University of Riau (UIR)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25299/jtb.2025.vol8(1).20025

Penelitian ini bertujuan untuk mengetahui pengaruh pengetahuan, motivasi dan religiusitas terhadap minat mahasiswa untuk bekerja di bank syariah. metode penelitian ini menggunakan penelitian kuantitatif. Teknik pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling. Sampel penelitian berjumlah 264 responden yang diambil dari mahasiswa aktif jurusan S1 Perbankan Syariah di Universitas Islam Negeri Maulana Malik Ibrahim Malang dan Universitas Islam Malang. Pengumpulan data menggunakan penyebaran kuesioner yang disebar melalui google form. Hasil penelitian menunjukkan bahwa pengetahuan, motivasi dan religiusitas berpengaruh secara parsial maupun simultan terhadap minat mahasiswa untuk bekerja di bank syariah.

Pengaruh Brand Image, Lifestyle, dan Product Quality terhadap Purchase Decision Jiniso di E-commerce Shopee Alam, Albiena Fatwa; Hasan, Irmayanti
Jurnal Ekonomi Efektif Vol. 7 No. 2 (2025): JURNAL EKONOMI EFEKTIF
Publisher : Universitas Pamulang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32493/JEE.v7i2.45559

Penelitian ini bertujuan untuk menganalisis pengaruh brand image, lifestyle, dan product quality terhadap purchase decision konsumen Jiniso di Kota Malang, baik secara parsial maupun simultan. Metode penelitian yang digunakan adalah kuantitatif dengan metode survei melalui kuesioner yang melibatkan 140 responden dari kalangan Generasi Z. Analisis data dilakukan menggunakan regresi linier berganda, uji T, uji F, dan koefisien determinasi (R²). Hasil penelitian menunjukkan bahwa ketiga variabel independen memiliki pengaruh signifikan terhadap purchase decision secara parsial maupun simultan. Secara parsial, brand image memiliki pengaruh positif dengan nilai t hitung 2,347 (p < 0,05), menunjukkan bahwa citra merek yang kuat mendorong konsumen untuk membeli produk Jiniso. Lifestyle juga berpengaruh signifikan (t hitung 3,323; p < 0,05), mencerminkan kesesuaian produk Jiniso dengan gaya hidup modern dan tren fashion terkini. Product quality memiliki pengaruh paling dominan (t hitung 4,433; p < 0,05), menjelaskan bahwa pentingnya kualitas produk, seperti daya tahan, kenyamanan, dan estetika, dalam keputusan pembelian. Secara simultan, ketiga variabel menjelaskan 70,3% variasi purchase decision, dengan nilai f sebesar 107,560 (p < 0,05). Penelitian ini menyimpulkan bahwa brand image, lifestyle, dan product quality merupakan faktor penting dalam keputusan pembelian konsumen Jiniso.

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