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All Journal Jurnal Penelitian Ekonomi dan Bisnis I-Finance Journal Al-Amwal : Jurnal Ekonomi dan Perbankan Syari\'ah Perisai : Islamic Banking and Finance Journal Economica: Jurnal Ekonomi Islam Jurnal Riset Keuangan dan Akuntansi (JRKA) Shirkah: Journal of Economics and Business TSAQAFAH Jurnal Tabarru': Islamic Banking and Finance FINANSIA : Jurnal Akuntansi dan Perbankan Syariah Journal of Enterprise and Development (JED) MALIA: Journal of Islamic Banking and Finance Jurnal Ilmu Perbankan dan Keuangan Syariah Ulumuna Etihad: Journal of Islamic Banking and Finance El-Ecosy : Jurnal Ekonomi dan Keuangan Islam Islamic Banking : Jurnal Pemikiran dan Pengembangan Perbankan Syariah Akuntansi'45 Jurnal Ekonomika dan Bisnis Islam Akademika : Jurnal Pemikiran Islam Jurnal Perbankan Syariah Darussalam (JPSDa) AT-TIJARAH: Journal Islamic Banking and Finance Research Jurnal Nuansa: Publikasi Ilmu Manajemen dan Ekonomi Syariah INASJIF Jurnal Akuntansi, Keuangan, Perpajakan dan Tata Kelola Perusahaan Journal of Management and Innovation Entrepreneurship (JMIE) Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Ziswaf Asfa Journal Journal of Development Economics and Digitalization, Tourism Economics (JDEDTE) Jurnal Bisnis Inovatif dan Digital Journal of Finance and Islamic Banking Jurnal Perbankan Syariah Al-bank: Journal of Islamic Banking and Finance Jurnal Kajian Ekonomi dan Perbankan Syariah JPS (Jurnal Perbankan Syariah) International Journal of Islamic Business and Economics (IJIBEC) Jurnal Ekonomi, Manajemen, Akuntansi
Budi Sukardi
Universitas Islam Negeri Raden Mas Said Surakarta
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : INASJIF

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CONSTITUTING ISLAMIC SERVICE QUALITY AND ISLAMIC CUSTOMER RELATIONSHIP MANAGEMENT THROUGH CUSTOMER LOYALTY AND SATISFACTION Rizky Ali Wardani; Budi Sukardi
Indonesian Scientific Journal of Islamic Finance Vol 2 No 1 (2023): Indonesian Scientific Journal of Islamic Finance
Publisher : FEBI Universitas Islam Negeri Sultan Aji Muhammad Idris Samarinda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21093/inasjif.v2i1.7284

Abstract

The findings found that Bank Syariah Indonesia Solo customers choose to use bank services that can meet the wants and needs of their customers. Therefore, the better the quality of services provided and the closer the relationship established, the higher the customer loyalty to Bank Syariah Indonesia Solo. This research aims to analyse the influence of Islamic Service Quality (ISQ), Islamic Customer Relationship Management (ICRM), and Customer Satisfaction (CS) on BSI Solo customer loyalty. The novelty of this research is to use the Islamic CRM variable to find out how much influence it has on BSI Solo customer loyalty and how satisfied BSI Solo customers are when Islamic CRM is appropriately implemented. The population in this research consisted of 170 samples. This research used quantitative methods, and the data was primary. The data analysed in this study used SmartPLS software with the analysis model carried out as PLS-SEM (Partial least-square structural equation model). The results of the research show that ISQ and ICRM have a significant effect on BSI Solo Customer Loyalty. ISQ and ICRM have a significant effect on BSI Solo Customer Satisfaction. Customer Satisfaction can mediate the relationship between ISQ and Customer Loyalty. Customer Satisfaction can mediate the relationship between ICRM and Customer Loyalty.
Co-Authors Abadi, Muhammad Kurnia Rahman Abdullah, Agung Ahmad Rodoni Alan Nur, Muhammad Annastya Ayu Pramesty Arizah, Putri Aunika, Vita Diyah Mulyani Dwi Surya Atmaja Fachrurazi Febtika Budiya Elsasari Felyna Priyanka Fourika Dela Putriana Fuad Dhiya Ul Husaen Fuad Dhiya Ul Husaen H. Rahmat Hidayat, H. Rahmat Hasyim, Fuad Husaen, Fuad Dhiya Ul Ilya Nur Rahmawati Imro Atul Luthfiyah Isma Wardiana Jannah, Fadzkhul Joko Robi Prasetyo Kurniati , Pratiwi Lalu Agus Satriawan Luluk Mu'afifah Mohammad Albizar Putra Riyadi Mufti Hidayatullah Muhammad Alan Nur Multi, Ariana Sindi Nazifah, Nauroh Novita Sari, Aprillia Nur, Muhammad Alan Nurizal Ismail Nurul Khoiriyah Pramesty, Annastya Ayu Prihantono Puspita Ningrum, Ratih Puspita Sari, Anggi Qulub, Ana Fidatul Rahmawati, Novita Dina Riyani Rizky Ali Wardani Romadhon, Rizki Sari, Anggi Puspita Selsapagita, Indah Supriyanto Supriyanto Susilo, Adib . Wahyuning Satriasih Widiatmini Widiatmini Yuni Astuti