PENGEMBANGAN MODEL LOYALITAS NASABAH PADA PERBANKAN SYARIAH (BANK SYARIAH MANDIRI)
Abstract: Customer loyalty is
the key to customer retention, so that customer loyalty needs to be
accomplished before reaching customer retention. Customer satisfaction is
considered as an important factor and a positive effect on customer loyalty so
far. Several previous studies have revealed that, besides customer
satisfaction, there are other factors that determine customer loyalty. Until
now, research on other factors that determine the customer loyalty give varies
results. This research will develop a model of customer loyalty in the Islamic
banking institutions, especially the Bank Syariah Mandiri (BSM) where data
trends of satisfaction and customers loyalty is not proportional, by using the
PLS-SEM in data processing. The aim of this study was to develop a model of
customer loyalty in banking institutions, especially the Islamic banking (Bank
Syariah Mandiri). The results showed that customer satisfaction is not
significantly affect customer loyalty, and only the quality of services that
significantly affect customer loyalty. Switching barrier and customer trust is
also proven not affect customer retention both on the main effects and on the
interaction effects with customer satisfaction. The result is expected to be a
managerial reference to increase customer loyalty.
Keywords: Islamic banking,
customer loyalty, customer satisfaction, quality of banking services, the
bank's image, switching barrier, customer trust
Penulis: Anita Ilmaniati, Iwan
Inrawan Wiratmadja
Kode Jurnal: jptindustridd160418
