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All Journal INOTEKS : Jurnal Inovasi Ilmu Pengetahuan, Teknologi, dan Seni J@TI (TEKNIK INDUSTRI) Journal of Education and Learning (EduLearn) Jurnal Filsafat Industrial and Systems Engineering Assessment Journal (INASEA) Al-Ulum Al-Iqtishad : Jurnal Ilmu Ekonomi Syariah (Journal of Islamic Economics) Jurnal technoscientia Jurnal Teknologi Jurnal Promosi Pendidikan Ekonomi REKAYASA Semesta Teknika Jurnal Ilmiah Teknik Industri MODUS-Jurnal Ekonomi dan Bisnis Jurnal Ekonika : Jurnal Ekonomi Universitas Kadiri International Humanities and Applied Science Journal Jurnal SOLMA BENTANG : Jurnal Teoritis dan Terapan Bidang Rekayasa Sipil JEM17: Jurnal Ekonomi Manajemen NUSANTARA : Jurnal Ilmu Pengetahuan Sosial JOURNAL OF SCIENCE AND SOCIAL RESEARCH Warta Penelitian Perhubungan International Journal of Science, Engineering and Information Technology Biofarm : Jurnal Ilmiah Pertanian JURNAL TEKNOLOGI TECHNOSCIENTIA The World of Public Administration Journal Didaktika: Jurnal Kependidikan International Journal of Business, Law, and Education Jurnal Pengabdian dan Pemberdayaan Nusantara (JPPNu) Bulletin of Community Engagement PRIMA : Portal Riset dan Inovasi Pengabdian Masyarakat AKM: Aksi Kepada Masyarakat Review of Multidisciplinary Education, Culture and Pedagogy (ROMEO) Jurnal Pendidikan Administrasi Perkantoran (JPAP) JUSTER: Jurnal Sains dan Terapan Makara Human Behavior Studies in Asia Journal of Educational Analytics Lamahu: Jurnal Pengabdian Masyarakat Terintegrasi Makara Journal of Technology Jurnal Pengabdian Masyarakat Bhinneka International Education Trend Issues Jurnal Pengabdian West Science Jurnal Pengabdian Masyarakat Bangsa Metris: Jurnal Sains dan Teknologi Riwayat: Educational Journal of History and Humanities Synergy : Jurnal Ilmiah Multidisiplin Nusantara Journal of Multidisciplinary Science Majapahit Journal of Islamic Finance dan Management VISA: Journal of Vision and Ideas Majapahit Journal of Islamic Finance dan Management Jurnal Ar Ro'is Mandalika (Armada) Journal of Innovation and Teacher Professionalism Nusantara Economics and Entrepreneurships Journals International Journal of Technology and Education Research International Journal of Social Science and Community Service Global Educational Research Review Aksi Kita: Jurnal Pengabdian Kepada Masyarakat Jurnal Pengabdian Kepada Masyarakat Warta Penelitian Perhubungan JURNAL MANAJEMEN DAN BISNIS INDONESIA
Rachmad Hidayat
Jurusan Teknik Industri, Universitas Trunojoyo, PO BOX 2 Kamal Bangkalan, Madura 16912, Indonesia
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Journal : Al-Ulum

 1 
THE INFLUENCE OF SERVICE QUALITY, RELIGIOUS COMMITMENT AND TRUST ON THE CUSTOMERS’ SATISFACTION AND LOYALTY AND DECISION TO DO THE TRANSACTION IN MANDIRI SHARIA BANK OF JAWATIMUR Hidayat, Rachmad; Akhmad, Sabarudin
Al-Ulum Vol 15, No 1 (2015): Al-Ulum
Publisher : Institut Agama Islam Negeri (IAIN) Sultan Amai Gorontalo

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Abstract

This study tested the causal relationship of service quality, religious commitment and trust on customers’ satisfaction, loyalty and decision to repeat their transaction in sharia banking services. This research used quantitative approach to describe the causal relationship between the variables through hypothesis testing. The samples in this research are 160 respondents.  Structural equation modeling (SEM) is used to analyze this research. This research findings shows that the quality of service and customers’ trust, satisfaction and loyalty simultaneously influenced the decision to repeat their transaction in that banking service. The customers’ satisfaction and loyalty are intervening variables that linked the service quality and the customers’ trust with the decision to repeat their banking transaction. The religious commitment had insignificant influence toward the service quality; however, it had significant influence toward the loyalty and decision to repeat their banking transaction. -----Penelitian ini menguji hubungan kausalitas kualitas layanan, kepercayaan dan komitmen beragama nasabah terhadap kepuasan, loyalitas dan keputusan bertransaksi ulang  layanan perbankan syariah. Penelitian ini menggunakan pendekatan kuantitatif yang bermaksud memberikan penjelasan hubungan kausalitas antar variabel melalui pengujian hipotesis. Jumlah sampel penelitian sejumlah 160 responden. Analisis yang digunakan adalah model persamaan struktural (Structural Equation Modeling atau SEM). Hasil penelitian menunjukkan bahwa kualitas layanan dan kepercayaan nasabah, kepuasan dan loyalitas secara bersama-sama berpengaruh terhadap keputusan bertransaksi ulang  layanan perbankan. Kepuasan dan loyalitas nasabah menjadi variabel intervening yang menghubungkan kualitas layanan dan kepercayaan nasabah dengan keputusan bertransaksi ulang  layanan perbankan. Komitmen beragama berpengaruh tidak signifikan terhadap kualitas layanan, namun berpengaruh signfikan terhadap loyalitas dan keputusan bertransaksi ulang  layanan perbankan
Co-Authors A, Prihastya Raehana A.A. Ketut Agung Cahyawan W Abdul Fattah, Fuad Achmad Jauhari, Achmad Agung Firdausi Ahsan Agung Winarno Agus Hery Supadmi Irianti Agustin Ningrum, Linda Ali Imron AMELIA SETYAWATI Anam, Hoirul Andiani, Lia Andreas Triwiyono Andy Prasetyo Wati Anis Arenda Anis Arendra ANNISA RAHMAWATI Ardita, Septia Aruna, Alby Aulia Martha, Jefry Ayu Salsabila, Annisa Azizah, Nofa Nur Budi Wibowotomo Budyi Suswanto Cahya, Dini Aulia Choirunnisa, Salsabila Safitri Dadang Redantan, Dadang Dede Rusmana Dewi Zahro Pertiwi Dewi, Christina Shanti Dewi, Riskha Dora Candra Dewi, Titis Shinta Distina, Cahya Duryah, Hanum Ni’matud Endang Suswati Ernani Hadiyati Fadia Zen Faikul Umam Fajarwati, Ferisia Dwi Fajarwati, Ferisia Dwi Fattah, Fuad Abdul Fitri Agustina Fitrianty, Rifda Fulgentius Danardana Murwani Hairil Budiarto Haryono Haryono Heri Pratikto Husna, Niki Asma’ul Ibadil Maula, Farij Ima Oktavia, Anastasya Putri Imam Mukhlis Imania, Ekklesia Indarwati, Rila Ayu Agnes Isramaturrahmi, Isramaturrahmi Iva Khoiril Mala Jenie, Yazdi Ibrahim Khas, As'adi Khisbullah Hudha, Khisbullah Khoiril Mala, Iva Kukuh Winarso Lisa Rokhmani Ludi Wishnu Wardana Machmud Machmud, Machmud Mahfirman, Mahfirman Malikul Adil Marcelliantika, Adinda Martha, Jefry Aulia Masyitah Masyitah Maulana, Sahrul Melany Mohammad Hari Mohammad Hari, Mohammad Mu?alim, Mu?alim Mu’alim Mu’alim, Mu’alim Mufti, Aya Shofia Muslikh Muslikh Muttaqin, Daniel Nachnul Ansori Naswan Suharsono Ningrum, Linda Agustin Nugroho, Agung Nupus, Hayatun Nurfitria, Dhea Safira Oktavia Sulistina Pandjaitan, Dewi Erika Prasetyani, Ertha Dwi Pratiwi, Titania Putri Purba, Moden Putri Surya, Eka Qurrotu’ain, Khumairo Rachman, Alfino Rahma, Adelia Rahman, Aryati Binti Abd Rahman, Zeinor RAHMATIKA, FERIZKA Ratna Dewi Sabarudin Akhmad Salsabila, Annisa Ayu Sigit Permansah SRI RAHAYU Studiviani, Pramita Sudarjo Sufi, Lintang Sugiarti Sugiarti Sujito Sujito Sulaeman Rahman Nidar Suprapto Suprapto Surya, Eka Putri Sutantri SUTOMO Syamsiar, Syamsiar Tanggono, Aninda Ulum, Achmad Miftachul W, Rayie Tarianie Wening Patmi Rahayu Werdimansyah, Farah Yadi, Muhammad Bahri Yanti, Dewi Yasiin, Falah Yudha Herlambang Yuli Soesetio Yuni Rahmawati Zuhrroh, Ilmiatuz Zuhrroh Zumroh, Siti Zusi, H Zutiasari, Ika