The Effect of the Dimensions of Corporate Communication on Customer Satisfaction of Sharia Mandiri Bank in Medan

Lubis, Adelina; Dalimunthe, Ritha F.; Absah, Yeni; Fawzeea, Beby Karina

doi:10.2991/icas-19.2019.29

Cited by 7 publications

(7 citation statements)

References 4 publications

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“…After using a product or service, assessment ascertains whether or not the client is content. This study's conclusions align with those of earlier investigations by Lubis et al, (2021) and Tegambwage & Kasoga (2022) providing evidence that Islamic banks have high levels of customer satisfaction and retain their customers.…”

Section: The Influence Of Customer Satisfaction On Customer Loyaltysupporting

confidence: 90%

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

Aminatur Rofiah,

Titis Miranti

2024

AJEKBS

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With Islamic religiosity serving as a moderating factor, customer satisfaction with Bank Syariah Indonesia clients in Malang Raya is the study tool used to assess the impact of relationship and service quality on customer loyalty. a kind of quantitative study. 320 respondents from Malang Raya served as the sample size. Purposive and proportional random sampling are the sample methods used. Malang City, Malang Regency, and Batu City were all taken into account using proportional random sampling. Using SEM PLS, the data were examined. The study's conclusions show that although relationship quality has no appreciable effect on customer loyalty, customer happiness and service quality do have a significant impact. Customer happiness is significantly impacted by relationship and service quality. The mediation test indicates that customer satisfaction can influence customer loyalty via mediating the effects of service quality and relationship quality. Subsequent study findings, including the Islamic religiosity moderation test, demonstrated that the effects of customer happiness, relationship quality, and service quality on customer loyalty could not be balanced.

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Section: The Influence Of Customer Satisfaction On Customer Loyaltysupporting

confidence: 90%

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

Aminatur Rofiah,

Titis Miranti

2024

AJEKBS

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“…Hasil tersebut berarti bahwa dengan membangun hubungan antara bank dengan pelanggan dapat mengajak pelanggan untuk memberikan feedback serta apa yang diharapkan dan diinginkan pelanggan bank akan lebih mudah mengenal setiap nasabahnya dengan begitu kepuasan pelanggan akan terjaga dengan baik dan meningkat. Hasil riset ini selaras dengan penelitian sebelumnya (Lubis et al, 2021;Mokha & Kumar, 2022;Sumantri et al, 2020).…”

Section: Direct Effects (Uji Model Struktural Tanpa Mediasi)unclassified

“…Oleh sebab itu, dengan membangun relasi dan mengenal lebih dalam akan kebutuhan serta hal yang diminati ataupun memiliki satu pemikiran dengan nasabah dapat memuaskan hati nasabah yang akan berpengaruh pada kesetiaan konsumen. Hasil dari riset ini selaras dengan penelitian sebelumnya (Kariman et al, 2022;Khurniasari & Rahyadi, 2021;Lubis et al, 2021).…”

Section: Direct Effects (Uji Model Struktural Tanpa Mediasi)unclassified

Analisis Faktor yang Memengaruhi Customer Loyalty dengan Mediasi Customer Satifaction pada Perbankan

Purwianti,

Enjelica

2024

JMBK

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Pada masa ini dunia perbankan sedang terjadi perkembangan yang sangat erat akibat dari saingan yang kompetitif antara satu bank dengan bank lainnya. Tujuan dilakukan riset ini yaitu guna melakukan analisis pengaruh promosi, citra merek, kualitas layanan, kepercayaan, dan CRM pada loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan pada sektor perbankan. Riset ini memiliki populasi berasal dari jumlah penduduk Kota Batam ditahun 2020, yaitu 1,196,396 jiwa. Berdasarkan metode 1:10, maka diperoleh sampel berjumlah 350 responden. Riset ini juga menggunakan metode kuantitatif dengan penggunaan statistik deskriptif dengan hasil promosi, citra merek, kualitas layanan, kepercayaan, dan manajemen hubungan pelanggan memberikan pengaruh yang signifikan positif pada loyalitas pelanggan dan kepuasan pelanggan pada sektor perbankan.

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“…Semakin puas pelanggan terhadap pelayanan yang diberikan maka akan semakin tinggi loyalitas pelanggan tersebut. Studi empiris menemukan bahwa service quality berpengaruh positif dan signifikan terhadap customer loyalty berdasarkan penemuan dari Lubis et al (2021) Hubungan antara service quality dengan perceived value, yaitu merupakan trade-off antara kualitas dan harga (Prameka et al, 2016). Konsumen berlangganan pada suatu layanan secara terusmenerus karena merasakan suatu nilai dalam produk atau layanan dan citra yang dirasakan oleh penyedia layanan.…”

Section: Pendahuluanunclassified

Peran Perceived Value Memediasi Pengaruh Service Quality Terhadap Customer Loyalty Pada Pelanggan Akasa Kintamani Coffee

Yarsini,

Suparna

2023

EEB

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Currently the coffee business is predicted to be a business that will continue to grow in the future, and the amount of coffee consumption is predicted to continue to increase. In 2018 the increase in coffee consumption increased by 8%-10%, and in 2021 the coffee business is predicted to increase by 15%-20%. This study aims to determine the effect of service quality, perceived value and customer loyalty of Akasa Kintamani Coffee's. This study uses an associative quantitative approach. This research was conducted at Akasa Kintamani Coffee in Kintamani Bangli. The population in this study were all customers who came to Akasa Kintamani Coffee who had visited and bought products or food at Akasa Kintamani Coffee. The number of samples from the study was 65 people. Analysis techniques with SEM-PLS. The results showed that 1) Service quality had a significant positive effect on customer loyalty at Akasa Kintamani Coffee, 2) Service quality had a significant positive effect on perceived value at Akasa Kintamani Coffee, 3) Perceived value had a significant positive effect on customer loyalty at Akasa Kintamani Coffee, 4) Perceived value partially mediates the effect of service quality on customer loyalty at Akasa Kintamani Coffee.

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The Effect of the Dimensions of Corporate Communication on Customer Satisfaction of Sharia Mandiri Bank in Medan

Cited by 7 publications

References 4 publications

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

Analisis Faktor yang Memengaruhi Customer Loyalty dengan Mediasi Customer Satifaction pada Perbankan

Peran Perceived Value Memediasi Pengaruh Service Quality Terhadap Customer Loyalty Pada Pelanggan Akasa Kintamani Coffee

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