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All Journal INTERNATIONAL JOURNAL OF CULTURAL AND SOCIAL SCIENCE IIJSE
Sukma, Novita Riyati
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Humanities Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Library & Information Science Social Sciences

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Determinants Of Sharia Bank Customer Loyalty In Indonesia: Study Of Literature And Student Response Of Postgraduate Sharia Banking Sukma, Novita Riyati; Soemitra, Andri
International Journal of Cultural and Social Science Vol. 3 No. 2 (2022): June
Publisher : Pena Cendekia Insani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53806/ijcss.v3i2.427

Abstract

In an effort to realize customer loyalty to Islamic banks, it is necessary to realize the determinants of customer loyalty of Islamic banks. This study aims to determine what factors determine the loyalty of Islamic bank customers in Indonesia. This research was conducted using qualitative research methods, namely content analysis of papers from the google schoolar database and interviews using in-depth interview techniques. The results showed that the factors that influence the loyalty of Islamic bank customers are action, attitude, attention, corporate image, customer bonding, customer relationship, customer social responsibility, determinants of brand equity, good corporate governance, price, employees, emotional intelligence, intelligence. intellectual, spiritual intelligence, trust, customer satisfaction, commitment, communication, service quality, Islamic service quality, location, customer value, conflict handling, perceived value, product, professionalism, promotion, religiosity, social responsibility and transparency. The results of interviews with Islamic Banking Graduate Students there are other factors that determine customer loyalty, namely bank guarantees and legality.
The Influence of Service Quality and Customer Relationship Management on Customer Loyalty with Satisfaction as an Intervening Variable at Bank Syariah Indonesia KC Southeast Aceh Sukma, Novita Riyati; Sugianto, Sugianto; Nurbaiti, Nurbaiti
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 7 No 2 (2024): Sharia Economics
Publisher : Sharia Economics Department Universitas KH. Abdul Chalim, Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v7i2.4921

Abstract

This study aims to evaluate and analyze the influence of customer satisfaction on loyalty at Bank Syariah Indonesia (BSI) KC Southeast Aceh. This study utilizes a quantitative research methodology. The study covered all branches of Bank Syariah Indonesia (BSI) in Southeast Aceh, totaling roughly 34,754 branches. The response criteria evaluated were banks that had employed the services of Bank Syariah Indonesia (BSI) KC Southeast Aceh for at least two years. The sample size was increased to incorporate 100 responders. The study utilizes the Partial Least Square (PLS) method for data analysis, making use of the SmartPLS v software. 4.1.0 as a tool. PLS-SEM is an adapted iteration of the structural equation modeling (SEM) methodology. The data analysis methods employed in this study encompass Descriptive Analysis, Structural Equation Modeling (SEM) Analysis, and Partial Least Squares (PLS). Structural model evaluation entails the assessment of R-square (R2) and F-square (F2) values, together with the examination of indirect effects and the conduct of hypothesis testing. In addition, a SEM analysis is conducted, taking into account intervening variables. The research findings suggest that there is no discernible relationship between the quality of service provided and the loyalty of clients. CRM has little influence on client loyalty. The level of service provided significantly influences customer happiness. CRM has no discernible effect on satisfaction. client satisfaction can serve as a mediator in the connection between service quality and client loyalty. The correlation between customer relationship management (CRM) and client loyalty is unaffected by satisfaction. Satisfaction has a significant influence on customer loyalty.
Co-Authors Andri Soemitra Nurbaiti Nurbaiti Sugianto Sugianto