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INDONESIA
Jurnal Nasional Manajemen Pemasaran dan SDM
Published by Training & Research Institute Jeramba Ilmu Sukses
ISSN : -     EISSN : 27457257     DOI : 10.47747
Core Subject : Economy, Social,
Economics, Econometrics & Finance Social Sciences
Jurnal Nasional Manajemen Pemasaran & SDM (JNMPSDM) is an Indonesian peer-reviewed journal. JNMPSDM covers topics in the areas of human resource management, marketing, organisational behaviour, pricing, digital marketing, social marketing, consumer behaviour, and other related subjects. JNMPSDM is open to various methodological approaches, including conceptual work, quantitative, qualitative, and mixed-methods. JNMPSDM is published four times a year (March, June, September, and December). e-ISSN: 2745-7257. The Digital Object Identifier (DOI) is assigned to each published article and the journal is indexed by Crossref, Neliti.Com, Dimensions and Google Scholar.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Pemasaran
Articles 151 Documents
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The Influence of Customer Trust, Customer Satisfaction and Institutional Image on Customer Loyalty at BMT Istiqlal Pekalongan Aryudha, Fikky; Kholidah, Nur
Jurnal Nasional Manajemen Pemasaran dan SDM Vol. 7 No. 1 (2026): International journal of marketing & Human Resourches Research
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47747/jnmpsdm.v7i1.3426

Abstract

This study aims to examine the effect of customer trust, customer satisfaction, and institutional image on customer loyalty at BMT Istiqlal Pekalongan. The research addresses a gap in previous studies, which have rarely examined these variables simultaneously within the context of Islamic microfinance institutions. A quantitative explanatory researcch design was employed to analyze the causal relationships among variables. The study involved 100 active customers selected through purposive sampling. Data were collected using a structured questionnaire with a five-point Likert scale and analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS) with SmartPLS 4. The measurement model evaluation confirmed that all indicators met the criteria for convergent validity and reliability. The structural model results indicate that customer trust, customer satisfaction, and institutional image have positive and significant effects on customer loyalty. Customer trust emerged as the most dominant variable influencing loyalty, followed by customer satisfaction and institutional image. The coefficient of determination (R² = 0.516) shows that the three independent variables explain 51.6% of the variance in customer loyalty. These findings highlight the importance of strengthening trust-based relationships, enhancing service quality, and maintaining a positive institutional image to foster sustainable customer loyalty in Islamic microfinance institutions.

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