Media Riset Bisnis Ekonomi Sains dan Terapan
Vol 5, No 2 (2026): Media Riset Bisnis Ekonomi Sains dan Terapan

PEMETAAN PERSEPSI NASABAH TENTANG LAYANAN, KEPUASAN, PERSEPSI NILAI, DAN KEPERCAYAAN BANK SYARIAH: ANALISIS DESKRIPTIF DAN HEATMAP

Hafidz Ainur Rofi (Universitas Muhammadiyah Jakarta)
Jaharuddin Jaharuddin (Universitas Muhammadiyah Jakarta)



Article Info

Publish Date
14 Jul 2026

Abstract

This research aims to analyze the influence of service, satisfaction and perceived value on sharia bank customer loyalty by considering the mediating role of trust. The research method uses a quantitative approach with a survey of 174 Islamic bank customers in Indonesia using a 5-point Likert scale questionnaire. Descriptive analysis shows that all variables have an average value above 4.00, indicating positive customer perceptions of service, satisfaction, perceived value and trust. The research results indicate that good service quality, high satisfaction, and positive value perceptions contribute significantly to customer loyalty. Trust is proven to be a mediating variable that strengthens the relationship between these variables. These findings emphasize the importance of Islamic banks to improve service quality, build satisfaction, and create a balanced perception of value in order to strengthen customer trust and loyalty. Keywords : Service, Satisfaction, Perceived Value, Trust, Customer Loyalty, Sharia Bank

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Journal Info

Abbrev

mrbest

Publisher

Subject

Computer Science & IT Economics, Econometrics & Finance Education Other

Description

MRBEST merupakan jurnal ilmiah yang diterbitkan dan dikelola oleh Taksasila Edukasi Insani (TeiN), mempublikasikan artikel berbahasa Indonesia dengan tema yang terkait dengan bidang Bisnis, Ekonomi, Sains, dan Terapan. Terbit 4 kali dalam setahun, yaitu pada bulan Desember, Maret, Juni dan September ...