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All Journal Jurnal Ilmu Manajemen (JIMMU) Al-Mashrof: Islamic Banking and Finance
Ratih Purbowisanti
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Path to Loyalty in Sharia Cooperatives: Interlinking Service Quality, Relationship Marketing, and Member Satisfaction Anidita Eka Nurcahyani; Ratih Purbowisanti; Dhidhin Noer Ady Rahmanto; Shar Zaman
Al-Mashrof: Islamic Banking and Finance Vol. 6 No. 1 (2025): Al-Mashrof: Islamic Banking and Finance
Publisher : Universitas Islam Negeri Raden Intan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24042/h0s6p309

Abstract

BMT is currently experiencing very rapid progress, as evidenced by the increasing number of financial institutions scattered everywhere. Of course, this is a challenge for sharia-based financial institutions, especially KSPPS BMT NITEN. The number of competitors makes it difficult for companies to retain members to remain loyal. To retain members, companies must provide good service quality and implement relationship marketing strategies to achieve member satisfaction, which will form member loyalty. This study aims to examine the effect of service quality  and relationship marketing on member loyalty  with member satisfaction as an intervening variable (study at KSPPS BMT NITEN). Data was collected by distributing questionnaires to 100 respondents with direct survey techniques. This quantitative research method uses data analysis techniques using Structural Equation Modelling (SEM) through the SMART PLS 4.0 software. The results showed that service quality and relationship marketing affect member satisfaction and loyalty, both directly and indirectly mediated by member satisfaction. Keywords: Financial institutions, Service Quality, Relationship Marketing, Customer Loyalty  
GENERATION Z’s INTEREST IN ISLAMIC MOBILE BANKING: A STUDY ON THE BYOND BY BSI APPLICATION Fadhilah Nurul Anisa; Ragil Satria Wicaksana; Farah Nur Syafi’ah Wijayanti; Ratih Purbowisanti
Jurnal Ilmu Manajemen (JIMMU) Vol. 10 No. 1 (2025): Jurnal Ilmu Manajemen (JIMMU)
Publisher : Magister Manajemen Universitas Islam Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33474/jimmu.v10i1.23462

Abstract

This study examines the influence of sharia service quality and technological ease of use on the interest in using the BYOND by BSI application, with customer satisfaction as a moderating variable. Employing a quantitative approach with purposive sampling, the research involved 120 Generation Z customers of Bank Syariah Indonesia in Yogyakarta. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) via SmartPLS 4.0. Findings reveal that both sharia service quality and ease of use significantly and positively affect user interest in the application. Customer satisfaction also has a positive impact on interest. However, satisfaction does not moderate the relationship between the independent variables and user interest. This indicates that satisfaction neither strengthens nor weakens the effect of service quality and ease of use on user interest. The results suggest that for Generation Z users of Islamic mobile banking, ease of use and adherence to sharia principles are primary determinants of interest, regardless of satisfaction levels. Therefore, mobile banking development should emphasize user convenience and the consistent integration of Islamic features. Future research is encouraged to explore additional variables such as perception, security, and trust as potential mediators or moderators, and to expand the respondent base beyond Yogyakarta with a larger sample size
Co-Authors Anidita Eka Nurcahyani Dhidhin Noer Ady Rahmanto Fadhilah Nurul Anisa Farah Nur Syafi’ah Wijayanti Ragil Satria Wicaksana Shar Zaman