Strategic Alliance to Build Customer Trust Bank Syariah in Indonesia

Abstract

The biggest challenge for Bank Syariah Indonesia as a merged company is maintaining customer trust. Changes in organizational structure, service adjustment processes, and other changes are prone to creating a decrease in customer trust which will have an impact on decreasing customer satisfaction and loyalty. This study aims to obtain the influence of strategic alliance on customer trust. This study used an explanatory survey method. The sampling technique used was a purposive sampling technique of as many as 150 respondents. The data analysis technique used was Simple Linear Regression analysis using IBM SPSS version 20.0 for Windows. The results showed that strategic alliance had a positive and significant influence on customer trust by 19.5%.