Determinant Factors Toward Bank Syariah Indonesia (BSI) Customer Loyalty: An Empirical Approach
DOI:
https://doi.org/10.54099/aijbs.v2i2.335Keywords:
Service Quality, Trust, Customer Loyalty, Islamic BankAbstract
This study examines the effect of Determinant Factors on Bank Syariah Indonesia's (BSI) Customer Loyalty and falls into the quantitative research area. The customers of Bank Syariah Indonesia (BSI) Riau are the sample for this study. The number of samples used in this study was 200, which met the standards. The data was gathered through the distribution of questionnaires, and the secondary data consisted of data or documents that supplemented and enhanced the primary data from books, magazines, journals, and other sources. The WarPLS 7.0 program performs data analysis using Structure Equation Modeling (SEM). Loyalty is the dependent variable in this study, while service quality and trust are the independent variables. These variables assess using a Likert scale using a 1-5 scale to evaluate the indicators of each variable. The results reveal no positive and significant effect between service quality and customer loyalty. However, there is a positive and significant effect between customer loyalty and trust. The study results add to the academic literature, mainly by providing new discussions about theories and literature related to the Determinants of Customer Loyalty Factors in Indonesian Islamic Banks (BSI), which is infrequent.
References
Afifah, & Kurniawati, N. A. (2021). Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty. Journal of Islamic Economic Laws, 4(2).
Baharuddin. (2014). Metode Penelitian Kuantitatif. Jurnal Manajemen, 8(1), 7458–7485.
Boonlertvanich, K. (2019). Service quality, Satisfaction, Trust, and Loyalty: The Moderating Role of Main-Bank and Wealth Status. International Journal of Bank Marketing, 37(1).
Cadoga, & Jung. (2013). Analisis Produk Perbankan Terhadap Loyalitas Nasabah Pada Bank Syariah Indonesia Cabang Boyolali. Jurnal Manajemen, 9(1), 1–17.
Damayanti. (2018). Determinan Kinerja Keuangan Perbankan Syariah Periode 2014-2018. Journal of Economics and Banking, 2(1), 21–36.
Dharmayanda, L. (2108). Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Komitmen Dan Kepercayaan Nasabah Sebagai Variabel Mediasi (Studi Pada Nasabah Pensiunan Bank Jatim Cabang Blitar). Universitas Muhammadiyah Malang.
E. Delgado‐Ballester, & Munuera‐Alemán, J. (2001). Brand trust in the context of consumer loyalty. European Journal of Marketing, 35(11). https://doi.org/https://doi.org/10.1108/EUM0000000006475
Fida, B. A., Ahmed, U., & Yousuf Al-Balushi, D. S. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/https://doi.org/10.1177/2158244020919517
Fusva, A., Dean, D., Suhartanto, D., Syarief, M. E., Arifin, A. Z., Suhaeni, T., & Rafdinal, W. (2020). Loyalty Formation and Its Impact on Financial Performance of Islamic Banks - Evidence from Indonesia. Journal of Islamic Marketing. https://doi.org/https://doi.org/10.1108/JIMA-12- 2019-0258
Ghozali, I. (2014). Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS). Semarang: Badan Penerbit Universitas Diponegoro.
Griffin. (2010). Analysis of Factors Affecting Customer Loyalty to Islamic Banks. International Journal of Management, 6(5), 1–7.
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modelling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121.
Japlani, A., Fitriani, F., & Mudawamah, S. (2020). Pengaruh Kualitas Pelayanan, Kepercayaan Terhadap Kepuasan Nasabah Pada Cabang BMT Fajar Metro Pusat. Fidusia, 3(1).
Karyose, H., Astuti, W., & Ferdiansjah, A. (2019). Customer Loyalty: The Effect of Service Quality, Corporate Image, Customer Relationship Marketing and Customer Satisfaction as Intervening Variabel - An Empirical Analysis of Bank Customer in Malang City. Marketing and Branding Research, 4(1).
Kock, N., & Lynn, G. S. (2012). Lateral Collinearity and Misleading Results in Variance-Based SEM: An Illustration and Recommendations. Journal of the Association for Information Systems, 13(7), 546–580.
Kotler, P., & Amstrong, G. (2016). Principles of Marketing (16th ed.). England: Pearson Education Limited.
Kotler, P., & Keller, L. (2016). Marketing Management (15th ed.). New Jersey: Pearson Prentice Hall.
Lovelock, & Wright. (2002). Principles of Service Marketing and Management (2nd ed.). Prentice-Hall.
Lynawati. (2015). Pengaruh Kepercayaan Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Intervening Pada Pd Bpr Bkk Purwokerto Cabang Hr Bunyamin. Media Aplikom, 4(3).
Mansour, W., Abdulkarim, F., Hajlaoui, L. L., & Nassief, M. (2016). Trust Crisis in Islamic Banking: Empirical Evidence Using Structural Equations Modeling. International Journal of Business, 21(2), 157–177.
Masadah, Asngadi, & Singgih, C. T. (2020). Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Tabungan Bank Syariah Di Kabupaten Jombang Yang Dimediasi Variabel Kepuasan. Jurnal Tabarru’ : Islamic Banking and Finance, 3(2).
Muslim, Taufik, E. R., & Lutfi. (2020). Mempertahankan Loyalitas Nasabah Melalui Kepuasan Dan Kepercayaan Nasabah (Studi Empirik Nasabah Tabungan Produk Tamasa BPR Serang). SAINS: Jurnal Manajemen Dan Bisnis, 12(2).
Najmudin, M., & Dwiwinarno, T. (2020). Pengaruh Kepuasan Dan Kepercayaan Terhadap Loyalitas Pelanggan Bank Syariah: Studi Tentang Peran Mediasi Switching Costs. Efektif, 11(1).
Narotama, A. (2019). The Effect of Service Quality on Customer Loyalty with Brand Images and Customer Satisfaction as Mediation. Manajemen Dan Kewirausahaan, 7(1). https://doi.org/https://doi.org/10.26905/jmdk.v7i1.2692
Nguyen, D. T., Tran, D. M., Pham, V. T., & PHAM, D. B. T. (2020). Impact of Service Quality, Customer Satisfaction and Switching Costs on Customer Loyalty. The Journal of Asian Finance, Economics and Business, 7(8), 395–405.
Nunnally, J. C., & Bernstein, I. H. (1994). The Assessment of Reliability. Psychometric Theory, 3, 248–292.
Oktaviani, A., & Khadafi, R. (2018). Pengaruh Brand Awareness dan Brand Image Serta Word of Mouth Terhadap Brand Trust dan Pembentukan Brand Loyalty Pada Pelanggan C’Bezt Fried chiken Kecamatan Genteng Banyuwangi. Journal of Economic, Business and Accounting (COSTING), 1(2).
Oliver, & Richard, L. (1999). Consumer Loyalty. Journal of Marketing, 63, 33–44.
Othman, A. Q., & Owen, L. (2002). Adopting and Measuring Customer Service Quality (SQ) in Islamic Banking: A Case Study in Kuwait Finance House. Internasional Jurnal of Islamic Financial Service, 3(1), 1–26.
Putka, D. J., & Sackett, P. R. (2010). Reliability and validity. In Handbook of employee selection. New York: Routledge/Taylor & Francis Group.
Rachman, R., & Oktavianti, R. (2021). Pengaruh Kepercayaan Konsumen terhadap Loyalitas Pelanggan dalam Penggunaan Sistem Pembayaran Online (Survei Pengguna Produk UniPin). Prologia, 5(1).
Ratnawati, A., & Lestari, A. A. (2018). Peran Brand Trust Dalam Memediasi Brand Experience, Brand Personality Dan Brand Community Terhadap Brand Loyalty. Jurnal Ekonomi Dan Bisnis, 19(2).
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer., C. (1998). Not So Different After All: A Cross-Discipline View of Trust. Academy of Management Review, 23(393–404).
Sawitri, P. A. (2019). No Title. Pengaruh Customer Satisfaction Terhadap Loyalitas Nasabah Tabungan Perbankan Di Sulawesi Selatan., 9(1), 73–81.
Snapshot Perbankan Syariah 2020. (2020). Retrieved January 15, 2022, from Otoritas Jasa Keuangan (OJK) website: https://www.ojk.go.id/id/kanal/syariah/berita-dan-kegiatan/publikasi/Default.aspx
Snapshot Perbankan Syariah 2021. (2021). Retrieved January 15, 2022, from Otoritas Jasa Keuangan (OJK) website: https://www.ojk.go.id/id/kanal/syariah/berita-dan-kegiatan/publikasi/Default.aspx
Sulistyandari, & Ramadhan. (2021). Analisis Intensi Menabung Pada Bank Syariah Dengan Importance-Performance Matrix Analysis (IPMA). Jurnal Tabarru’ : Islamic Banking and Finance, 4(1).
Sulle, Y. (2022). Pengaruh Kepercayaan, Kualitas Pelayanan Dan Komitmen Nasabah Terhadap Loyalitas Nasabah (Studi Kasus Pada Bank Papua Cabang Kepi). Jurnal Ilmu Hukum, Humaniora Dan Politik, 2(1). https://doi.org/https://doi.org/10.38035/jihhp.v2i1
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on the loyalty of bank customers. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Tatuil, A. (2013). The Impact Of Service Quality And Trust To Customer Loyalty Through Customer Satisfaction At Bank Bca Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 1(4). https://doi.org/https://doi.org/10.35794/emba.1.4.2013.2891
Thaker, M. A. M. T., Mohammed, M. O., Duasa, J., & Abdullah, M. . (2016). The Behavioral Intention of Micro Enterprises to Use Integrated Cash Waqf Micro Enterprise Investment Model as a Source of Financing. Gadjah Mada International Journal of Business, 18(2), 111–130.
Utama, A. P., & Murti, T. R. (2021). Kepuasan Nasabah Sebagai Mediator Pengaruh Kepercayaan Terhadap Loyalitas Nasabah. Ekonomika, 4(2).
Utami, M., Handayani, T., & Pusporini. (2019). Pengaruh kualitas layanan dan kepercayaan nasabah terhadap loyalitas nasabah. Conference on Islamic Management, Accounting and Economics, 2(1).
Wahyuni, L. I., Wahyuni, S., & Widodo, J. (2018). Pengaruh Kepuasan Pelanggan Terhadap Loyalitas Merek Pada Kartu Prabayar Simpati Telkomsel. 12(2). https://doi.org/https://doi.org/10.19184/jpe.v12i2.8560
Widianti, Z. D. (2021). Pengaruh Kepercayaan Dan Komitmen Terhadap Loyalitas Nasabah Pada Perumda Bpr.Bank Daerah Lamongan. Jurnal Ekonomi, Manajemen Dan Akuntansi, 2(6).
Yumanita. (2015). Peran Serta Perkembangan Industri Perbankan Syariah Di Indonesia: Analisis Peluang Dan Tantangan. Maksimum, 8(1), 1–16.
Zeithaml, Bitner, & Gremler. (2017). Service Marketing, Integrating Customer Focus across the Firm. McGraw-Hill Education.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 ADPEBI International Journal of Business and Social Science
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
