ABSTRACT: The development of
Syari’ ah banking highly depends on all the parties and indirectly involved in
its operation. Therefore, sound cooperation of the parties involved is crucial
for the development and sustainability of the bank. Service quality closely
corelates with the satisfaction and trust of clients. From trust and
satisfaction expected can improve commitment and loyalty of client’ s.This
study aims at determining the influence of: 1. Service quality of Syari’ ah
bank on its client’ s satisfaction and trust; 2. Clients satisfaction on their
trust, commitment and loyalty to the bank; 3. Client’ s trust on their
commitment and loyalty to the bank, and client’ s commitment on their loyalty
to the bank.The population comprise client’ s, age over 17 years, saving at the
Syari’ ah bank. The judgment sampling method is used. The 340 respondents used
are the client’ s registed at the Syari’ ah bank and Syari’ ah business units
in Makassar.The exogen variable is the service quality while the endogen
variables are satisfaction, trust, commitment and loyalty. The analysis model
used is the Structural Equation Modelling (SEM). The study results reveal that:
1. Client’ s loyalty can be inproved by satisfying service quality followed by
the client’ s commitment itself; 2. Good service quality which is not followed
by sound trust, would be unable to establish high loyalty. Trust is the key to
the establishment of commitment and loyalty. The honesty of the bank in
operating the Syari’ ah principles is highly considered by the client’ s.
Trusts and commitment form the basis in building a sound long-term relationship
between the client’ s and the bank.
Keywords: Servqual,
Satisfaction, Trust, Commitment, and Loyalty
Penulis: Zakiyah Zahara
Kode Jurnal: jpmanajemendd110093
Atau download gratis di bawah ini:
Artikel Terkait :
