The Determinant of Product Advantage, Customer Experience and Trust on the Reputation of Bank Syariah Indonesia Post-Merger at Surakarta City

Abstract

This study aims to determine the impact of product advantage, customer experience and trust on the reputation of Bank Syariah Indonesia post-merger at Surakarta City. This research was quantitative with data analysis techniques using multiple linear regression. The sampling technique in this study was purposive sampling with certain criteria. The respondent in this study were 100 customers of Bank Syariah Indonesia at Surakarta City. The result found that product advantage has a positive and significant effect on company reputation, customer experience has a positive and significant effect on company reputation and trust has a positive and significant effect on Bank Syariah Indonesia reputation. This study provided a useful contribution to enrich the discourse on the impact of Islamic bank mergers, especially on the reputation of Islamic banks after the merger. This reputation will increase an optimistic sentiment for Bank Syariah Indonesia even in the negative growth of economic caused by the pandemic Covid-19.

Investigation of Customer Experience, Customer Engagement, Corporate Reputation and Word of Mouth in Banking Sector: Evidence from Pakistan

“…H 2 result revealed that CEx significantly and positively influences CR (β=0.855, T=47.149, p=0.000), so H 2 was accepted (see Table 5). (Abdullah, 2022) conducted a study in Indonesia that provided the same results. Results indicated that Corporate Reputation impacted by customer experience; trust is an essential element in the banking sector.…”

“…CEx, trust, and product advantages have a positive impact on CR (Abdullah, 2022). (Choi et al, 2022) checked the relationship between CR (customer-based) and customer engagement behavior with mediating effect of brand love and customer identification and the moderating effect of industry type.…”

Relationship between perceived value, student experience, and university reputation: structural equation modeling

“…Another study conducted in Pakistan found that customer experience, analyzed through factors like environment assessment, moments of truth, frontline staff, and product offerings, significantly and positively influences corporate reputation and word of mouth (Fida et al, 2023). Similarly, a study in Indonesia focused on the banking sector and found a positive and significant relationship between customer experience and bank reputation, with product advantage and trust also contributing to reputation (Abdullah, 2022).…”