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All Journal Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) E-JRM
Ronny Malavia Mardani
Universitas Islam Malang
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Social Sciences Other

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THE INFLUENCE OF SELF-SERVICE TECHNOLOGY AND CUSTOMER RELATIONSHIP MARKETING ON BANK MUAMALAT MALANG CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE Aisyah Rokhma; Ronny Malavia Mardani; Ridwan Basalamah
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 3 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i3.3050

Abstract

This study examines the influence of self-service technology and customer relationship marketing on customer loyalty at Bank Muamalat Malang, with customer satisfaction serving as a mediating variable. Using a quantitative research, this research analyzes data from 100 respondents collected through structured questionnaires. The study employs Structural Equation Modeling (SEM) to test the hypothesized relationships between variables. Results indicate that both self-service technology and customer relationship marketing significantly influence customer loyalty, with customer satisfaction playing a crucial mediating role. Self-service technology demonstrates a positive impact on customer satisfaction through ease of use, utility, time efficiency, and self-control dimensions. Customer relationship marketing, measured through trust, competence, commitment, communication, and conflict handling, also shows significant positive effects on customer satisfaction and loyalty. The mediation analysis reveals that customer satisfaction partially mediates the relationship between independent variables and customer loyalty. These findings provide valuable insights for Islamic banking institutions in developing effective strategies to enhance customer retention and loyalty through technological innovation and relationship management. Keywords: self-service technology, customer relationship marketing, customer loyalty, customer satisfaction, Islamic banking, mediation analysis .
Co-Authors Achmad Agus Priyono Achmad Hasnin Wildani Aditya Firmansyah Dimas Riadi Ahmad Azmil Marrom Aisyah Rokhma Alif Sholahudin Sumantri Amira Fajril Lutfiah Andi Normaladewi Aprilia Dyah Wulandari Aulia Rizki Dewanti Basalamah, Muhammad Ridwan Bastomi, Mohamad Dewi Sinta Eris Dianawati Farah Wirdatul Baidla Kartika Rose Rachmadi Kholilah Zuhairoh M. Tody Arsyianto Miswati Miswati Muhammad Muslihul Hadi Muhammad Tody Arsyianto Nanik Wahyuningtyas Nurhidayah Nurhidayah Nurhidayah Nurhidayah Putri Nataliasari Ratna Tri Hardaningtyas Ray Aldi Ludiansyah Rendi Muhammad Ainul Yaqin Restu Millaningtyas Ririn Maulidah Saraswati, Ety Shoufil Fadilah Widiawati Susanti Yusrik Ihza Manggara Zahra Sari Safira