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All Journal Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan International Journal of Management Science and Information Technology (IJMSIT)
Anjelisa, Anjelisa
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Measuring the Effect of Islamic Service Quality, Customer Relationship Management, Customer Satisfaction, and Loyalty in Indonesian Islamic Banking Anjelisa, Anjelisa; Fatmawati, Indah; Nuryakin, Nuryakin
Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Vol. 17, No 5 : Al Qalam (September 2023)
Publisher : Sekolah Tinggi Ilmu Al-Qur'an (STIQ) Amuntai Kalimantan Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35931/aq.v17i5.2615

Abstract

Developing loyal consumers is the foundation for services to sustain a competitive edge, particularly in the banking industry. The purpose of this research is to examine the impact of Sharia-compliant service quality and customer relationship management on customer satisfaction and loyalty. Researchers have also looked into how customer satisfaction mediation might increase customer loyalty. The study employs a quantitative methodology and a survey method. Respondents are priority customers of Indonesian Islamic banks. The sample size was 252 people, who were selected using purposive sampling techniques. Structured equation modeling (SEM) with AMOS as an analysis tool is used in data analysis procedures. According to the findings of this study, the quality of Islamic services and customer relationship management has a positive impact on customer happiness and loyalty. According to the study, customer satisfaction is vital in mediating the relationship between Islamic service quality, customer relationship management, and customer loyalty. These findings highlight the significance of measuring Islamic service quality and customer relationship management in the context of Islamic banks. If the compliance dimension is used thoroughly in the operation of Islamic banking businesses, Islamic banking may gain a competitive advantage over traditional banking.
The Effect of Islamic Service Quality on Customer Satisfaction and Loyalty in Islamic Banks in Indonesia Anjelisa, Anjelisa; Fatmawati, Indah; Nuryakin, Nuryakin
International Journal of Management Science and Information Technology Vol. 3 No. 1 (2023): January - June 2023
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/ijmsit.v3i1.1041

Abstract

The performance of Islamic banking in Indonesia continues to improve year after year, but the market share of conventional banking that continues to dominate demonstrates that the existence of Islamic banking in Indonesia's dual banking system is still in the shadow of conventional banking. The goal of this research is to look at how customer perceptions of Islamic service quality affect customer satisfaction and loyalty to Islamic banks in Indonesia. Structural Equation Modeling (SEM) with AMOS as an analysis tool is used in data analysis procedures. According to the study's findings, the quality of Islamic services has a positive and significant influence on customer happiness and loyalty, and customer satisfaction has a positive and significant influence on customer loyalty. These findings highlight the need for evaluating service quality in the context of Islamic banks. If the compliance dimension is thoroughly implemented in the operation of the Islamic banking firm, Islamic banking can have a competitive advantage over conventional banking.
Co-Authors Fatmawati, Indah Nuryakin, Nuryakin