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All Journal International Journal of Economics Development Research (IJEDR) Management Studies and Entrepreneurship Journal (MSEJ)
Moenardy, Khalid Kasim
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Economic Impact of Service Quality on Company Image, Customer Trust, and Loyalty: A Study on Savings Customers at Bank Syariah Indonesia (BSI) Moenardy, Khalid Kasim; Kasim, Abas; Messakh, Anthon B.; Astuti, Indri; Bessie, Juita L.D.
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 1 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i1.6374

Abstract

This study aims to investigate the influence of service quality variables on the company's image, customer trust and customer loyalty, as well as the influence of company image variables on customer trust and customer loyalty, and the influence of trust on customer loyalty. To achieve these objectives, accidental sampling selected 70 customers of Bank BSI as respondents. Selection of sample customers using the criteria: (a) have a minimum savings amount of Rp 5 million, and (b) have been saving at Bank BSI for at least one year when this research was conducted. To achieve the first objective, descriptive analysis was used and GSCA (Generalized Structured Component Analysis) was used to achieve objectives two to six. The results of the analysis show that customers perceive service quality and customer trust, including in the very high / very good category, while company image and customer loyalty are in the high / good category. While the results of GSCA analysis show: (a) service quality has a significant and positive effect on corporate image; (b) service quality has a significant and positive effect on customer trust; (c) service quality has a significant and positive effect on customer loyalty; (d) corporate image has a significant and positive effect on customer trust; (e) corporate image has a significant and positive effect on customer loyalty; and (f) customer trust has a significant and positive effect on customer loyalty. Further research (with the same object: BSI customers) by adding independent variables and expanding the research area, especially in areas where the majority of the population is non-Muslim, such as in the Maluku, Papua and North Sulawesi regions, needs to be carried out. The management of BSI Kupang Branch is advised to strategically strive to improve service quality, corporate image and customer trust on an ongoing basis, and at the same time, continue to improve customer loyalty, so that customers remain customers of BSI Kupang Branch.
Pengaruh Kualitas Layanan, Pengalaman, Dan Harga Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel Mediasi (Studi Pada Pelanggan PT ASDP Indonesia Ferry (Persero) Cabang Kupang) Maharani, Sania Huria Puspita; Nendissa, Doppy Roy; Moenardy, Khalid Kasim
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 7 No. 2 (2026): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v7i2.10226

Abstract

Penelitian ini bertujuan untuk menganalisis persepsi pelanggan terhadap kualitas layanan, pengalaman pelanggan, harga, kepuasan pelanggan dan loyalitas, menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan, menganalisis pengaruh pengalaman pelanggan terhadap kepuasan pelanggan, menganalisis pengaruh harga terhadap kepuasan pelanggan, menganalisis pengaruh kepuasan pelanggan terhadap loyalitas pelanggan, menganalisis pengaruh kualitas layanan terhadap loyalitas pelanggan, menganalisis pengaruh pengalaman pelanggan terhadap loyalitas pelanggan, menganalisis pengaruh harga terhadap loyalitas pelanggan, menganalisis peran kepuasan pelanggan sebagai mediasi antara kualitas layanan dan loyalitas pelanggan, menganalisis peran kepuasan pelanggan sebagai mediasi antara pengalaman pelanggan dan loyalitas pelanggan, menganalisis peran kepuasan pelanggan sebagai mediasi antara harga dan loyalitas pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan analisis data menggunakan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa persepsi pelanggan terhadap kualitas layanan, pengalaman, harga, kepuasan, dan loyalitas cenderung positif. Pengalaman berpengaruh langsung dan signifikan terhadap loyalitas dan kepuasan pelanggan, sedangkan harga berpengaruh signifikan terhadap kepuasan, tetapi tidak langsung terhadap loyalitas. Kualitas layanan tidak berpengaruh signifikan baik terhadap kepuasan maupun loyalitas. Kepuasan terbukti berperan sebagai mediator signifikan antara pengalaman dan harga terhadap loyalitas, namun tidak memediasi pengaruh kualitas layanan. Secara keseluruhan, loyalitas pelanggan lebih dipengaruhi oleh pengalaman dan persepsi harga melalui kepuasan, dengan kepuasan sebagai mekanisme penting dalam membangun loyalitas jangka panjang.
Co-Authors Bessie, Juita L.D. Indri Astuti Kasim, Abas Maharani, Sania Huria Puspita Messakh, Anthon B. Nendissa, Doppy Roy