The Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari’ah Bank Customer Loyalty in Palembang

Abstract

The purpose of this study was to analyze the effects of service quality, image and trust in satisfaction and its impact on Syari’ah Bank customer loyalty in Palembang, Province of South Sumatra. The research design in this study used causal analysis which explained correlation variables of 3 Syari’ah Banks with 250 people as banking clients in Palembang. The sample selection used simple random sampling. This dissertation draft used primary data from questionnaire filled out by the respondents. The method of research used descriptive statistics and Structural Equation Modeling (SEM). The results showed that the customer satisfaction had significant impact on customer loyalty, customer trust had significant impact on customer satisfaction, customer trust had not significant impact on customer loyalty, service quality had significant impact on customer trust, service quality has significant impact on customer satisfaction, service quality had significant impact on customer loyalty, service quality had significant impact on Syari’ah Bank Image, Syari’ah Bank image had significant impact on customer trust, Syari’ah Bank image had no significant impact on customer satisfaction, and Syari’ah Bank image had no significant impact on customer satisfaction. The descriptive analysis showed that the level of service quality, image, trust, satisfaction and customer loyalty had a positive level.

Exploring the Impact of Trust on Customer Loyalty in the Telecommunication Industry

“…The test results of hypothesis 4 proved that trust has no significant effect on loyalty. This result supported the previous researchers by (Asiati et al, 2019) but different with study by (Brilliant & Achyar, 2014;Rizomyliotis, 2018). Asiati et al, (2019) proved there's no significant effect between trust and loyalty.…”

The Triggering Factors of Preferred Customer’s Loyalty in Sharia Banking

“…Thus it can be concluded that the trust variable does not moderate the service quality variable on customer loyalty. These results support the research of Asiati et al (2019) which states that trust has no significant effect on loyalty and turns out to be Sharia bank customers. PT Bank Sumut Sharia needs to make various efforts to show the company's benevolence through various partnership activities with the community so that positive perceptions arise in customers.…”

“…Previous empirical and theoretical studies have proven that trust has a positive and significant effect on customer loyalty (Nayebzadeh, et Swan and Nolan (1985), longterm customer loyalty will be realized if the customer has a high level trust in the product or company. However, the results of this study are different from the research conducted by Asiati et al (2019) which states that trust has no significant effect on loyalty. Islamic bank customers do not fully trust Islamic banks.…”

“…(2013) and Ozkan (2020) it is proven that satisfaction has a positive and significant effect on customer loyalty, while the research ofBernarto et al (2019) proves something different that satisfaction does not have a significant impact on increasing loyalty. Likewise for the influence of the trust variable on loyalty, based on research byHaryeni et al (2017) it is proven that trust has a positive and significant effect on customer loyalty, while the research ofAsiati et al (2019) proves that trust has no significant effect on customer loyalty. Based on these research findings, researchers are interested in placing and analyzing the variables of satisfaction and trust as moderating variables in the influence of service quality on preferred customer loyalty of PT Bank Sumut Sharia.…”

Analysis of Bank Customer Default Risk Based on Embedded Microprocessor Wireless Communication

“…where ω represents the risk relationship prediction and fitting value of personal credit in high-dimensional space, and B represents the deviation vector of risk control. rough the above mathematical model construction, multilayer step-by-step dynamic prediction is adopted to realize the default risk assessment of bank customers, reduce credit risk through error feedback, and improve the risk prevention and control ability of banks for personal credit [14][15][16].…”