The Image of Financial Institution as Islamic Bank In Mediation Service Quality and Customer Satisfaction on Customer Loyalty in Purwokerto.

Warsito, Chandra

doi:10.15408/ijies.v7i2.1699

Cited by 2 publications

(1 citation statement)

References 4 publications

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“…Sedangkan menurut Fitriyana et al 19 kualitas layanan dan kualitas produk merupakan faktor yang memberi pengaruh loyalitas. Kemudian Warsito 20 mengemukakan bahwa kualitas layanan, kepuasan dan citra perusahaan menentukan loyalitas nasabah. Kemudian Hidayat et al 21 dalam penelitiannya menyatakan kualitas layanan dan kepercayaan nasabah menentukan loyalitas nasabah.…”

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Peran Kepuasan Sebagai Variabel Mediasi Kualitas Layanan dan Kepercayaan Nasabah terhadap Loyalitas Nasabah Bank Syariah

Winasih

Hakim

2021

iqtishadia

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Abstrak:Islamic banking is one of the global phenomenon in banking industry which continues to develop. Indonesia at the 9 rank in the world based on total assets and market share of Islamic banking. Nationally, East Java becomes provinces in Indonesia with the largest number of Islamic banks. The composition of young customers has not yet dominated, even though this age group has a role in determining people's attitudes in transacting at Islamic banks. This research purpose to analyze the effect of service quality and customer trust on customer loyalty with customer satisfaction as a mediating variable for students of State Universities in Surabaya. This quantitative research using 210 respondents as samples. Data collected by a questionnaire and analyzed using Partial Least Square (PLS) with the application SmartPLS 3.0. This research conclude that service quality and costumer’s trust didn’t directly effect customer loyalty but had an indirect effect on customer loyalty through customer satisfaction.[Perbankan syariah merupakan salah satu fenomena global dalam bidang industri perbankan yang terus mengalami perkembangan. Indonesia menempati urutan ke-9 dunia berdasarkan jumlah aset dan pangsa pasar perbankan syariah. Secara nasional, Jawa Timur menjadi salah satu provinsi di Indonesia dengan jumlah bank syariah terbanyak. Komposisi nasabah dari kalangan muda belum mendominasi, padahal kelompok usia ini memiliki peran dalam menentukan sikap masyarakat dalam bertransaksi di bank syariah. Penelitian ini bermaksud menganalisis pengaruh kualitas layanan dan kepercayaan terhadap loyalitas nasabah dengan kepuasan sebagai variabel mediasi pada mahasiswa Perguruan Tinggi Negeri di Surabaya. Penelitian kuantitatif ini menggunakan 210 responden sebagai sampel penelitian. Data dikumpulkan menggunakan kuesioner dan dianalisis menggunakan Partial Least Square (PLS) dengan aplikasi SmartPLS 3.0. Penelitian ini menyimpulkan kualitas layanan maupun kepercayaan nasabah tidak berpengaruh secara langsung terhadap loyalitas nasabah namun berpengaruh secara tidak langsung melalui kepuasan nasabah.]

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Peran Kepuasan Sebagai Variabel Mediasi Kualitas Layanan dan Kepercayaan Nasabah terhadap Loyalitas Nasabah Bank Syariah

Winasih

Hakim

2021

iqtishadia

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Antecedents of Consumers’ Decision for Halalmart Shopping: The Moderating Role of Family Religious Commitment

Warsito

Sholikhah

Adawiyah

et al. 2020

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Purpose: The purpose of this study is to analyze the role of religious commitment of family members in moderating the influence of Islamic cultural variables, Islamic social environment, Islamic and psychological personalities, on consumer decision in making a transaction at Halal mart. Methodology: The analytical method used to test the relationship between variables is Structural Equation Modelling (SEM), the number of the sample used is 340 of Halal Mart customers. Whereas the moderating role of religious commitment was tested using Confirmatory Factor Analysis. Main Findings: The conclusion from this study is that the commitment factor in practicing Islamic religion from within the family moderates the relationship between personality and Islamic psychology towards Muslim consumer behavior, meanwhile The Islamic cultural factors and social environmental factors are not moderated by family commitment in practicing the Islamic Religion. Implication: This study found that to improve Muslim customers buying decisions, a company needs to acknowledge the background of consumer’s character derived from cultural influences, social environment, personality, and psychology. Moreover, Halal mart also needs to be closer to community groups or religious organizations that have a stronger commitment towards religion, making it easier to promote their products. Novelty/Originality of this Study: To date, there are no studies that examine family religious commitment towards Islam, as a moderating variable in the relationship of cultural, social, personality and psychological variables to consumer buying decisions for shopping at Halal mart in Indonesia.

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The Image of Financial Institution as Islamic Bank In Mediation Service Quality and Customer Satisfaction on Customer Loyalty in Purwokerto.

Cited by 2 publications

References 4 publications

Peran Kepuasan Sebagai Variabel Mediasi Kualitas Layanan dan Kepercayaan Nasabah terhadap Loyalitas Nasabah Bank Syariah

Peran Kepuasan Sebagai Variabel Mediasi Kualitas Layanan dan Kepercayaan Nasabah terhadap Loyalitas Nasabah Bank Syariah

Antecedents of Consumers’ Decision for Halalmart Shopping: The Moderating Role of Family Religious Commitment

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