Peran Karakteristik Individu sebagai Moderatoe Pengaruh Kepuasan, Kepercayaan dan Komitmen terhadap Loyalitas (studi pada nasabah bank syariah di Kabupaten Kudus)
Abstrak: The low growth of
Islamic bank customers is because of the weak of Islamic bank customers. One of
the important evidences of customer’s loyalty is satisfaction. When customers
are satisfied, they will not hesitate to
invite others to be the customers of the Islamic banks.
The main focus of this research is to reveal and interpret the mediation
role of the relationship marketing (trust
and commitment) between
satisfaction and loyalty, as well
as to test the
moderator role of individual
characteristics in relation with the influence of satisfaction on loyalty. The
analysis showed that customers who are satisfied will be loyal to Islamic banks
if the customer have adequate educational background and knowledge about
Islamic banking. The satisfied customers will enhance long-term relationship
with the Islamic banks in form of mutual trust, good communication, and trust
that the bank will provide good services. The satisfied customers will enhance
the mutual trust and good communication, which eventually create customers
loyalty.
Penulis: Mokhamad Arwani, Taufik
Masluri
Kode Jurnal: jpantropologidd110030
