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All Journal ASEAN Journal on Hospitality and Tourism International Journal of Supply Chain Management International Journal of Applied Business Research Jurnal Tabarru': Islamic Banking and Finance Journal of Economics and Business UBS Jurnal Difusi Journal of Marketing Innovation Indonesian Journal of Economics and Management Industrial Research Workshop and National Seminar
DWI SUHARTANTO
Politeknik Negeri Bandung, Indonesia
Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences Transportation Other

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The Effect of Hotel Service Satisfaction on Loyalty: The Role of Gender Adila Sosianika; Lina Setiawati; Nono Wibisono; Lusianus Kusdibyo; Dwi Suhartanto; Agustinus Februadi; Martin Elliott-White
Journal of Marketing Innovation (JMI) Vol. 1 No. 1 (2021)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (338.536 KB) | DOI: 10.35313/jmi.v1i01.11

Abstract

This study aims to analyze the effects of hotel services satisfaction on three aspects: service product, service delivery, and service environment as well as on the loyalty. There are 210 respondents employed as the sample who visited the hotel in the past month. The analysis technique used is the Structural Equation Model with Partial Least Square. The results showed that all satisfaction variables for hotel services significantly influenced loyalty in both groups of genders.  Based on gender difference, it shows that male groups are more interested in service environment satisfaction and service delivery satisfaction towards loyalty, while female groups are more interested in service environment satisfaction and service product satisfaction towards loyalty.
The Effect of Service Quality, AI Service Quality, Green Banking Practices, and Shariah Compliance on Customer Loyalty, with Customer Satisfaction as a Mediating Variable, in Islamic Banking in East Kalimantan Hana Hayati; Setiawan; Dwi Suhartanto
Journal of Economics and Business UBS Vol. 15 No. 3 (2026): Journal of Economics and Business UBS
Publisher : Cv. Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/vmafgv79

Abstract

The development of digital technology, especially the use of Artificial Intelligence (AI), has driven the transformation of banking services through increasing efficiency, personalization, and the quality of customer interactions. However, in Islamic banking, the optimization of digital services has not been fully balanced with increasing customer satisfaction and loyalty, especially related to service quality, sharia compliance, and green banking practices. This study aims to analyze the influence of service quality, AI service quality, green banking practices, and shariah compliance on the satisfaction and loyalty of Islamic bank customers in East Kalimantan. This study uses a quantitative method with an explanatory design through a survey of 200 respondents and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The results of the study show that service quality, AI service quality, and shariah compliance have a significant effect on customer satisfaction, while green banking practices have no significant effect. In addition, customer satisfaction has been proven to have a significant effect on customer loyalty. The results of the Multi-Group Analysis (MGA) show that the model applies consistently across gender, age, and length of customer service, thus showing the generalizability of the findings among Islamic banking customers in East Kalimantan. This research is expected to help Islamic banking in improving service quality, developing AI-based services, and strengthening the application of sharia principles to increase customer satisfaction and loyalty. In addition, this research also makes a theoretical contribution to the development of the Stimulus-Organism-Response (SOR) model in the context of Islamic banking and digital technology.
Co-Authors Agustinus Februadi Aldy Mochammad Faiz Raksayudha Ambia Masthura Yussaivi Anthony Brien Arie Indra Gunawan Brendan T Chen Carol Y Lu David Dean Deta Ayu Lestari Dhea Rahmayanti Eddy Syah Yahya Fatya Alty Amalia Fatya Alty Amalia Gundur Leo Hana Hayati Iklima Farhani Indah Kumala Sari Iwan Mulyawan Kusdibyo, Lusianus Lina Setiawati Lina Setiawati Lusianus Kusdibyo Martin Elliott-White Mesi Nurca Ismoyo Mochamad Umar Mai Nisa Zakia Nono Wibisono Nugroho Hardiyanto Rafiati Kania Refi Fadhilah Meidy Sarah, Ira Siti Setiawan Setiawan Siti Aisyah Sosianika, Adila Syarief, Mochamad Edman Tessa Mariana Tiara Anggraeni Tintin Suhaeni Tintin Suhaeni Wahyu Rafdinal Widi Senalasari