Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty
ABSTRACTStrengthening Islamic banking funding is one of particular strategies in the Indonesian Islamic banking master plan for 2019-2024, as one of their expected outputs is to increase market share and customer satisfaction of Islamic banks. This study aims to identify influence of service quality...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | UMS Journal (OJS) |
| Language: | eng |
| Published: |
Muhammadiyah University Press
2021
|
| Subjects: | |
| Online Access: | https://journals.ums.ac.id/index.php/jisel/article/view/15089 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1805340858620313600 |
|---|---|
| author | Afifah, Afifah Kurniawati, Nurul Alfiah |
| author_facet | Afifah, Afifah Kurniawati, Nurul Alfiah |
| author_sort | Afifah, Afifah |
| collection | OJS |
| description | ABSTRACTStrengthening Islamic banking funding is one of particular strategies in the Indonesian Islamic banking master plan for 2019-2024, as one of their expected outputs is to increase market share and customer satisfaction of Islamic banks. This study aims to identify influence of service quality dimensions on customer satisfaction and their impacts on customer loyalty in Islamic banks in Indonesia. This study used a quantitative approach. Its data were collected by an online questionnaire with five Likert scales randomly given to 136 customers from several Islamic banks who had direct transactions at the Islamic banks. The sampling technique of this study used a purposive sampling technique, and its analysis technique used Structural Equation Modeling based on Partial Least Square (SEM-PLS). The findings of this paper indicate that the dimensions of both compliance and responsiveness have significant influence on customer satisfaction and customer loyalty. Meanwhile, assurance, reliability, and empathy dimensions have no significant impacts on customer satisfaction and customer loyalty. Tangible dimension has significant influence on customer satisfaction but has no significant influence on customer loyalty. Customer satisfaction has a significant impact on customer loyalty.Keywords: Islamic bank, CARTER model, customer satisfaction, customer loyalty |
| format | UMS Journal (OJS) |
| id | oai:ojs2.journals.ums.ac.id:article-15089 |
| institution | Universitas Muhammadiyah Surakarta |
| language | eng |
| publishDate | 2021 |
| publisher | Muhammadiyah University Press |
| record_format | ojs |
| spelling | oai:ojs2.journals.ums.ac.id:article-15089 Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty Afifah, Afifah Kurniawati, Nurul Alfiah Islamic bank, CARTER model, customer satisfaction, customer loyalty ABSTRACTStrengthening Islamic banking funding is one of particular strategies in the Indonesian Islamic banking master plan for 2019-2024, as one of their expected outputs is to increase market share and customer satisfaction of Islamic banks. This study aims to identify influence of service quality dimensions on customer satisfaction and their impacts on customer loyalty in Islamic banks in Indonesia. This study used a quantitative approach. Its data were collected by an online questionnaire with five Likert scales randomly given to 136 customers from several Islamic banks who had direct transactions at the Islamic banks. The sampling technique of this study used a purposive sampling technique, and its analysis technique used Structural Equation Modeling based on Partial Least Square (SEM-PLS). The findings of this paper indicate that the dimensions of both compliance and responsiveness have significant influence on customer satisfaction and customer loyalty. Meanwhile, assurance, reliability, and empathy dimensions have no significant impacts on customer satisfaction and customer loyalty. Tangible dimension has significant influence on customer satisfaction but has no significant influence on customer loyalty. Customer satisfaction has a significant impact on customer loyalty.Keywords: Islamic bank, CARTER model, customer satisfaction, customer loyalty Muhammadiyah University Press 2021-09-13 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://journals.ums.ac.id/index.php/jisel/article/view/15089 10.23917/jisel.v4i2.15089 Journal of Islamic Economic Laws; Vol 4, No 2: July 2021; 105-136 2655-9617 2655-9609 eng https://journals.ums.ac.id/index.php/jisel/article/view/15089/6919 https://journals.ums.ac.id/index.php/jisel/article/downloadSuppFile/15089/3349 Copyright (c) 2021 Journal of Islamic Economic Laws https://creativecommons.org/licenses/by-sa/4.0 |
| spellingShingle | Islamic bank, CARTER model, customer satisfaction, customer loyalty Afifah, Afifah Kurniawati, Nurul Alfiah Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty |
| title | Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty |
| title_full | Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty |
| title_fullStr | Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty |
| title_full_unstemmed | Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty |
| title_short | Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty |
| title_sort | influence of service quality dimensions of islamic banks on customer satisfaction and their impact on customer loyalty |
| topic | Islamic bank, CARTER model, customer satisfaction, customer loyalty |
| topic_facet | Islamic bank, CARTER model, customer satisfaction, customer loyalty |
| url | https://journals.ums.ac.id/index.php/jisel/article/view/15089 |
| work_keys_str_mv | AT afifahafifah influenceofservicequalitydimensionsofislamicbanksoncustomersatisfactionandtheirimpactoncustomerloyalty AT kurniawatinurulalfiah influenceofservicequalitydimensionsofislamicbanksoncustomersatisfactionandtheirimpactoncustomerloyalty |