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Eka Putra
Department Of Islamic Educational Management, Institut Agama Islam Negeri (IAIN) Kerinci, Jambi, Indonesia
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DETERMINANTS OF CUSTOMER LOYALTY AT BANK SYARIAH INDONESIA (BSI) SUNGAI PENUH SUB-BRANCH OFFICE: THE ROLE OF SERVICE QUALITY AND TRUST Eva Sumanti; Endah Sri Wahyuni; Elex Sarmigi; Azhar Azhar; Eka Putra
INTEGRATIVE : Journal of Economics, Management, Business and Accounting Vol. 1 No. 2 (2026): Journal of Economics, Management and Accounting Studies
Publisher : CV. Visionary Raya Sakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.67983/integrative.v1i2.84

Abstract

Research Objectives: This study aims to examine the effects of service quality and trust on customer loyalty at Bank Syariah Indonesia (BSI) Sungai Penuh Sub-Branch Office.​ Design/ Methodology / Approach Research: This study employed a quantitative approach using a survey method. Data were collected from 60 customers selected through accidental sampling. The research instrument was tested for validity and reliability, and the data were analyzed using multiple linear regression, partial (t-test), simultaneous (F-test), and coefficient of determination (R²) with IBM SPSS Statistics.​ Research Results: The findings indicate that service quality does not have a significant effect on customer loyalty. In contrast, trust has a positive and significant effect on customer loyalty. Furthermore, service quality and trust simultaneously have a significant effect on customer loyalty. The regression model explains 64.5% of the variation in customer loyalty, while the remaining 35.5% is explained by other factors outside the research model.​ Implications of Research Results: The findings suggest that strengthening customer trust is more important than merely improving service quality in enhancing customer loyalty. Therefore, Bank Syariah Indonesia should prioritize strategies that reinforce trust through transparent communication, secure banking services, and consistent implementation of Sharia principles while maintaining high service quality.​
Co-Authors Azhar Azhar Bustami Bustami Eko Sujadi Elvi Nilda Endah Sri Wahyuni Eva Sumanti Eva Sumanti Jihan Amelia Putri Laila Surayya M. Eval Setiawan Muhamad Zainal Arifin Muhd Odha Meditamar Nesi Fania Putri Yulianti Rezki Agrisa Ditama Salmi Afrida Samsul Bahry Harahap Syafnan Syafnan Syaiful Indra, Syaiful Tiara tiara Wisnarni Wisnarni Yuserizal Bustami Yuserizal Bustami