ILTIZAM Journal of Sharia Economic Research
Vol. 4 No. 2 (2020): Iltizam Journal of Shariah Economic Research

Customer Satisfaction Mediates the Effect of Self Service Technology on Customer Loyalty in of Islamic Bank E-Banking Services in Indonesia

Tamar Tamaruddin (Institut Agama Islam Tazkia)
Achmad Firdaus (Institut Agama Islam Tazkia)
Endri Endri (Universitas Mercubuana)



Article Info

Publish Date
28 Dec 2020

Abstract

The research objective was to analyze: The effect of self-service technology, service quality, reputation, customer value on customer loyalty in e-banking services for Islamic banks in Indonesia through customer satisfaction. The method used is quantitative with path analysis. The data collection technique is a questionnaire. The results of the study are as follows: 1. There is no direct effect of self-service technology on customer satisfaction in E-Banking services. 2. There is no direct effect of service quality on customer satisfaction in E-Banking services. 3. There is a direct effect of reputation on customer satisfaction in E-Banking services. 4. There is a direct effect of customer value on customer satisfaction in E-Banking services. 5. There is a direct effect of customer satisfaction on customer loyalty in e-banking services. 6. There is no direct effect of self-service technology on customer loyalty in e-banking services. 7. There is a direct effect of customer value on customer loyalty in e-banking services. 8. There is a relationship between self service technology and service quality of Islamic banks. 9. There is a relationship between customer value and reputation of a Sharia bank. 10. There is a significant effect of self-service technology, service quality, reputation, customer value on customer loyalty in Islamic banking e-banking services in Indonesia through customer satisfaction.

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Journal Info

Abbrev

iltizam

Publisher

Subject

Economics, Econometrics & Finance

Description

Iltizam Journal of Shariah Economic Research E-ISSN:2598-2540 P-ISSN:2598-2222 is the journal that publishing the research result in the area of sharia economic, namely sharia banking and financing, micro and macro economy, and the issues of regional development that studied by sharia economic ...