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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 Store Atmosphere and Hedonic Consumption on Impulsive Buying Mediated by Positive Emotions Teguh Agus Wahyudi; Irmayanti Hasan
Advances In Social Humanities Research Vol. 3 No. 6 (2025): Advances In Social Humanities Research
Publisher : Sahabat Publikasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/adv.v3i6.443

This study seeks to investigate the impact of store atmosphere and hedonic consumption on impulsive purchase behavior among consumers at Hypermart Town Square in Malang City, mediated by happy emotions. The methodology employed is quantitative, utilizing an explanatory survey approach, wherein data is gathered via purposive sampling procedures involving a total of 80 respondents. This research investigates the correlation among store atmosphere, hedonic consumption, and happy emotions, along with their influence on impulsive purchasing behavior. The research findings indicate that store ambiance and hedonic consumption exert a positive and significant influence on impulsive purchasing behavior. Hedonic eating exerts a positive and considerable influence on happy feelings. Nevertheless, the retail ambiance does not substantially influence good emotions. Positive emotions exert a substantial and beneficial influence on impulsive purchasing behavior. The store atmosphere does not substantially impact impulsive purchasing through pleasant emotions, however hedonic consumption positively increases happy emotions, thereby affecting impulsive purchase.

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.

Efek: Brand Image, Brand Awareness, dan Experiental Marketing Terhadap Loyalitas Nasabah: Bank Muamalat Kota Malang Sofi Adawiyah; Irmayanti Hasan
Reslaj: Religion Education Social Laa Roiba Journal Vol. 6 No. 8 (2024): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v6i8.2347

This research aims to determine the effect of brand image, brand awareness, and experiential marketing on customer loyalty (Bank Muamalat, Malang City). The type of research used is quantitative research. The data collection method uses a questionnaire. The sampling technique used was non-probability sampling with a sample size of 130 people. The analysis technique used is multiple linear regression. Based on the research results, it can be concluded that brand image partially has no effect on customer loyalty of Bank Muamalat, Malang City, brand awareness has an effect on customer loyalty of Bank Muamalat, Malang City, experiential marketing has an effect on customer loyalty of Bank Muamalat, Malang City, and simultaneously, brand image, brand awareness and experiential marketing influence customer loyalty at Bank Mumalata, Malang City.

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.

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