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All Journal Jurnal Manajemen Teknologi Journal of Indonesian Economy and Business Jurnal EMT KITA Creative Research Management Journal Jurnal Abdi Insani JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) Jurnal Investasi Islam Jurnal Akuntansi, Manajemen, Bisnis dan Teknologi International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Jurnal Pajak dan Bisnis (Journal of Tax and Business) Jurnal Ekonomi Utama (Juria) Jurnal Malikussaleh Mengabdi Jurnal Ragam Pengabdian Jimma : Jurnal Ilmiah Manajemen Muhammadiyah Aceh
Maulidan, Rahmat
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THE EFFECT OF FINANCIAL BENEFITS PERCEPTION ON CUSTOMER LOYALTY WITH BSI BANK CUSTOMER SATISFACTION AS A MEDIATION VARIABLE Rico Syahputra; Rahmat Maulidan; Imam Gunanjar; Muhammad Ridwan Verinanda
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 4 No. 12 (2025): NOVEMBER
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v4i12.1441

Abstract

This study aims to analyze the direct influence of perceived financial benefits on BSI Bank customer loyalty, as well as the indirect influence through customer satisfaction as a mediating variable. Financial benefits are the main attraction of Islamic banking products, but the sustainability of customer relationships is highly dependent on the loyalty built. This study uses a quantitative approach with a survey method on BSI Bank customers. Data were collected using questionnaires and analyzed using path analysis techniques through SmartPLS software to test the relationship between variables and the role of mediation. The results of the study are expected to show that: (1) Perceived financial benefits have a positive and significant effect on BSI Bank customer satisfaction; (2) Perceived financial benefits have a positive and significant effect on BSI Bank customer loyalty; (3) Customer satisfaction has a positive and significant effect on BSI Bank customer loyalty; and (4) Customer satisfaction significantly mediates the influence of perceived financial benefits on customer loyalty. The findings of this study are expected to provide theoretical contributions to the development of banking services marketing literature, especially Islamic banking, as well as practical implications for BSI Bank management in designing product strategies, pricing, and customer relationship programs that not only offer financial benefits but also increase satisfaction to build long-term loyalty.
Co-Authors Anisha Hardianti, Anisha Budhi Prihartono Damayanti, Annisa Rizqi Dhian Rosalina, Dhian Diki Putra Setianto Farathika Putri Utami Fauzan Helmi Murtaza Imam Gunanjar Kamar, Iqbal Lindanisrina, Lindanisrina Maharani, Riantari Maysyarah, Tjut Rizqi Muhammad Daffa Zulfikar Muhammad Daffa Zulfikar Muhammad Isra Muhammad Nuzan Rizki Muhammad Ridwan Verinanda Muhammad Ridwan Verinanda Muhammad Ridwan Verinanda Muhammad Ridwan Verinanda Muhammad Rizqi Zati, Muhammad Rizqi Nova Novitasari Nova Novitasari Rahmi Meutia, Rahmi Rico Syahputra Rico Syahputra Rico Syahputra Ridwan Verinanda, Muhammad Riny Chandra Ryanda Saputra Sari, Maya Rizki Sri Indah Lestari Sri Indah Lestari Suri Amilia Syahputra, Rico Tantawi, Rahmad Ulfa Utari Vanesa Hana Budiarani Verinanda, Muhammad Ridwan Widayanti, Ipuk Ziaul Maula, Ziaul Zubir, Zubir Zulfatri, Muthi Maitsa Zulkarnen Mora, Zulkarnen