An Analysis of the Effect of Service Quality on Satisfaction and Loyalty With Islamic Economic Approach (Study on BMT Members in Puskopsyah Jambi)

Abstract

This study aimed to determine the effect of service quality on satisfaction and loyalty of Baitul Maal Wa Tamwil (BMT) members who become members of the Sharia Cooperative Center (PUSKOPSYAH) in Jambi. The development of BMT in Jambi is quite slow compared to other provinces on the SumatraIsland; so this research was carried out in Jambi City. This research design used quantitative methods with a survey approach. The type of data used was primary data. Primary data were obtained through distributing questionnaires to respondents who members of five BMTs become members of PUSKOPSYAH in Jambi, with a total sample of 140 respondents taken using the purposive sampling method. Quantitative data was processed using the Structural Equation Model (SEM) method with SmartPLS 3 software. From the results of this study showed that Service Quality has a significant effect on satisfaction and satisfaction has significant effect on loyalty. Meanwhile, Service Quality variable does not significantly influence the loyalty of BMT members

Consumer Loyalty as Impact of Marketing Mix and Customer Satisfaction

“…According to (Jochen Wirtz, 2014), loyalty is recently used in a business context to describe the willingness of customers to always use the company's products, especially executives, for the long term and to recommend the company's products to friends and colleagues. (Fitri et al, 2019) defines loyalty as a combination of happy customer attitudes (customers' favorable attitude) and repeat purchase behavior.…”

“…The results of this study were proven in a previous study conducted by (Tamher, et al 2019) regarding the Effect of Place on Consumer Satisfaction at the Bogor Collection Garden Restaurant, stating that the Store Atmosphere has a positive effect on consumer satisfaction. (Fitri et al, 2019) (Mulyana, 2019) about the Effect of Store Atmosphere, Product Quality, and Service Quality on Consumer Satisfaction at Artist Coffee Studio showed that the place had a significant effect and a positive value on consumer satisfaction.…”

“…(Kotler & Keller, 2016) argue that customer satisfaction is an expression shown by an individual in the form of pleasure or disappointment arising from feeling the benefits received from a product and comparing it with the expectations of the product. Customer satisfaction can be created and provide benefits in the form of establishing harmonious relationships between companies and customers, giving a good impression, making repeat purchases and creating customer loyalty, also providing word of mouth recommendations that are profitable for the company (Fitri, et al 2019). (Philip Kotler, 2016) states that loyalty is a commitment owned by individuals to buy a preferred product or service in the future.…”

Exploring the Determinants of Repurchase Intentions for Users of Goods Delivery Services

“…To meet people's expectations for quality service, the dimensions of service quality as theoretical indicators can be explained as follows: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. These indicators provide a framework for understanding and assessing service quality [31,32].…”

The Role of Antautama.co.id Applications in Increasing Customer Satisfaction

“…Customer satisfaction, according to Sharia, is a comparison between expectations with products or services that should be in accordance with Sharia and the accepted reality (Arfiana Burhan, Najib, and Endri 2021). According to Qardhawi, a product or service must see the company's performance related to the nature of honesty, trustworthiness, and truth as a guide to determine the level of satisfaction felt by consumers (Fitri, Ridhwan, and Hardiansyah 2019).…”