Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya
Abstract: This study aims to
determine the influence of the Islamic service quality on customer satisfaction
and loyalty switching intentions moderated by religious knowledge level in in
Customer of BRISyariah Bank in Surabaya.
The research method used is quantitative approach. This research use a
total of 96 customers of BRISyariah Surabaya. Customer characteristics used are
Moslem, registered as a funding or deposit customer for at least a year. The
sampling technique is purposive sampling. This research uses a method PLS
(Partial Least Square).
The results showed that Islamic service quality has a positive and
significant impact on customer satisfaction. Other results showed that customer
satisfaction has significant impact to customer loyalty and Islamic service
quality has significant effect on customer loyalty. This results in accordance
with the theory of Othman and Owen that CARTER could be used to measure the
quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in
Surabaya should maintain and improve its service quality in order to improve
satisfaction and form a loyal customer. For further research, can be done by
adding another variable which affect customer satisfaction and loyalty.
Keywords: Islamic Service
Quality, Customer Satisfaction, and Customer Loyalty
Penulis: Rizky Pratama Putra,
Sri Herianingrum
Kode Jurnal: jpmanajemendd141248
