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All Journal Al-'Adalah At-tijaroh: Jurnal Ilmu Manajemen dan Bisnis Islam
Saleh, Muhammad Aunurrochim Mas'ad
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Religion Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice

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Building PNM Mekar Syariah Customer Loyalty By Improving Service Quality, Trust, And Satisfaction Putri, Thesa Irda; Sarmigi, Elex; Saleh, Muhammad Aunurrochim Mas'ad
At-tijaroh: Jurnal Ilmu Manajemen dan Bisnis Islam Vol 11, No 1 (2025): JUNI 2025
Publisher : Universitas Islam Negeri Syekh Ali Hasan Ahmad Addary Padangsidimpuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24952/tijaroh.v11i1.15353

Abstract

This study aims to analyze the effect of service quality and trust on customer loyalty, with satisfaction as an intervening variable, at PT PNM Mekaar Syariah Branch in Kerinci. This research adopts a quantitative approach, utilizing a causal method, where primary data are collected through an online questionnaire using Google Forms. The population in this study consists of customers of PT PNM Mekaar Syariah, Kerinci branch, with a sample of 85 respondents selected using a convenience sampling technique. Data analysis is performed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with the help of SmartPLS 3.2.9. The results indicate that service quality has no significant effect on either customer loyalty or satisfaction. In contrast, trust has a positive and significant impact on both customer loyalty and satisfaction. Additionally, trust can mediate the relationship between service quality, customer satisfaction, and loyalty. However, satisfaction does not mediate the relationship between trust and service quality, nor does it mediate the relationship between service quality and customer loyalty. These findings emphasize that trust is the key factor in building customer loyalty at PT PNM Mekaar Syariah. At the same time, service quality and satisfaction have not shown a significant direct effect on loyalty.
Maqashid Syariah-Based Religious Coping Strategies in Matrifocal Families: Enhancing Family Resilience among Indonesian Migrant Workers Muna Yastuti Madrah; Muchamad Coirun Nizar; Suyanto; Setiowati, Erni Agustina; Sartika, Diana Dewi; Fiddini, Sukna; Saleh, Muhammad Aunurrochim Mas'ad
al-'adalah Vol 23 No 1 (2026): Al-'Adalah
Publisher : Universitas Islam Negeri Raden Intan Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24042/adalah.v231.29348

Abstract

Indonesian migrant worker matrifocal families face significant pressures, including emotional strain, shifting gender roles, and economic uncertainty. This study investigates the influence of maqāṣid al-sharī‘ah-based religious coping strategies on family resilience within matrifocal families in Jambearum Village, Kendal, Central Java. Utilizing a qualitative methodology, data were gathered through in-depth interviews, observation, and document analysis with ten couples and thirty community members. The results reveal that matrifocal families employ two interrelated dimensions of religious coping: Problem-Focused Coping (PFC), demonstrated through children's religious education (hifdz al-nasl) and prudent asset management (hifdz al-māl); and EmotionFocused Coping (EFC), manifested in worship, prayer, dhikr, sabr, and tawakkul (hifdz al-nafs, hifdz al-‘aql, and hifdz al-dīn). Integratingmaqāṣid al-sharī‘ahinto both PFC and EFC produces a distinctively Islamic model of family resilience, addressing both material and spiritual challenges. This approach, which has been largely overlooked in previous research on matrifocal migrant worker families, provides practical implications for policymakers and religious communities supporting these families.
Co-Authors Diana Dewi Sartika, Diana Dewi Erni Agustina Setiowati, Erni Agustina Fiddini, Sukna Muchamad Coirun Nizar Muna Yastuti Madrah Putri, Thesa Irda Suyanto