Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer Satisfaction
Background: Technological advances have impacted intense business competition in the banking world, requiring all banks to compete in updating systems to maintain customer loyalty, which is essential to a business' success. Influencingtors influencing customer loyalty are service quality, banki...
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| Format: | Article |
| Language: | Indonesian |
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Bogor Agricultural University
2024-09-01
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| Series: | Jurnal Aplikasi Bisnis dan Manajemen |
| Online Access: | https://journal.ipb.ac.id/index.php/jabm/article/view/54890 |
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| author | Abdul Fatah Rusydi Muhtadi Ridwan Vivin Maharani Ekowati Achmad Sani Supriyanto Fuadah Binti Johari |
| author_facet | Abdul Fatah Rusydi Muhtadi Ridwan Vivin Maharani Ekowati Achmad Sani Supriyanto Fuadah Binti Johari |
| author_sort | Abdul Fatah Rusydi |
| collection | DOAJ |
| description | Background: Technological advances have impacted intense business competition in the banking world, requiring all banks to compete in updating systems to maintain customer loyalty, which is essential to a business' success. Influencingtors influencing customer loyalty are service quality, banking image, and fairness.
Purpose: The purpose of this study is to examine how customer satisfaction functions as a mediating factor between service quality, banking image, fairness and customer loyalty.
Design/methodology/approach: Quantitative methods are used in this study. The population consists of Bank Muamalat customers. Accidental sampling was utilized as a research sampling method. The sample amounted to 210 respondents with research data using primary data. The SmartPLS 3.3 analysis tool was used to assist this research.
Findings/Result: The findings of this study show that CARTER service quality can significantly improve customer loyalty at Bank Muamalat Malang. A favorable banking image has a strong positive impact on customer loyalty. Likewise, the Maqashid Syari'ah Index (MSI) fairness concept can have a direct impact on consumer loyalty. In addition, the study's findings suggest that customer happiness can mediate the impact of service quality, image, and fairness on customer loyalty.
Conclusion: This study shows that service quality and banking image have a substantial impact on customer loyalty. At the same time, the concept of fairness has a substantial impact on customer loyalty. Customer satisfaction can mediate the impact of service quality, banking image, and the concept of fairness on customer loyalty.
Originality/Value (State of The Art): This study attempts to explain service quality based on an Islamic perspective; it is hoped that this model development will reduce the scarcity of literature on service quality.
Keywords: service quality, banking image, fairness, customer loyalty, customer satisfaction |
| format | Article |
| id | doaj-art-dbe11149288b45d59f29c42a71facc3b |
| institution | Kabale University |
| issn | 2528-5149 2460-7819 |
| language | Indonesian |
| publishDate | 2024-09-01 |
| publisher | Bogor Agricultural University |
| record_format | Article |
| series | Jurnal Aplikasi Bisnis dan Manajemen |
| spelling | doaj-art-dbe11149288b45d59f29c42a71facc3b2025-02-07T08:01:38ZindBogor Agricultural UniversityJurnal Aplikasi Bisnis dan Manajemen2528-51492460-78192024-09-0110371771710.17358/jabm.10.3.71754890Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer SatisfactionAbdul Fatah Rusydi0Muhtadi Ridwan1Vivin Maharani Ekowati2Achmad Sani Supriyanto3Fuadah Binti Johari4Postgraduate Master of Sharia Economics, UIN Maulana Malik Ibrahim Malang, Jl. Ir. Soekarno No. 1 Dadaprejo, Kota Batu, 65323, IndonesiaFaculty of Economics, UIN Maulana Malik Ibrahim Malang, Jl. Gajayana no 50 Malang, 65144, IndonesiaFaculty of Economics, UIN Maulana Malik Ibrahim Malang, Jl. Gajayana no 50 Malang, 65144, IndonesiaFaculty of Economics, UIN Maulana Malik Ibrahim Malang, Jl. Gajayana no 50 Malang, 65144, IndonesiaUniversiti Sain Islam Malaysia (USIM) MalaysiaBackground: Technological advances have impacted intense business competition in the banking world, requiring all banks to compete in updating systems to maintain customer loyalty, which is essential to a business' success. Influencingtors influencing customer loyalty are service quality, banking image, and fairness. Purpose: The purpose of this study is to examine how customer satisfaction functions as a mediating factor between service quality, banking image, fairness and customer loyalty. Design/methodology/approach: Quantitative methods are used in this study. The population consists of Bank Muamalat customers. Accidental sampling was utilized as a research sampling method. The sample amounted to 210 respondents with research data using primary data. The SmartPLS 3.3 analysis tool was used to assist this research. Findings/Result: The findings of this study show that CARTER service quality can significantly improve customer loyalty at Bank Muamalat Malang. A favorable banking image has a strong positive impact on customer loyalty. Likewise, the Maqashid Syari'ah Index (MSI) fairness concept can have a direct impact on consumer loyalty. In addition, the study's findings suggest that customer happiness can mediate the impact of service quality, image, and fairness on customer loyalty. Conclusion: This study shows that service quality and banking image have a substantial impact on customer loyalty. At the same time, the concept of fairness has a substantial impact on customer loyalty. Customer satisfaction can mediate the impact of service quality, banking image, and the concept of fairness on customer loyalty. Originality/Value (State of The Art): This study attempts to explain service quality based on an Islamic perspective; it is hoped that this model development will reduce the scarcity of literature on service quality. Keywords: service quality, banking image, fairness, customer loyalty, customer satisfactionhttps://journal.ipb.ac.id/index.php/jabm/article/view/54890 |
| spellingShingle | Abdul Fatah Rusydi Muhtadi Ridwan Vivin Maharani Ekowati Achmad Sani Supriyanto Fuadah Binti Johari Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer Satisfaction Jurnal Aplikasi Bisnis dan Manajemen |
| title | Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer Satisfaction |
| title_full | Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer Satisfaction |
| title_fullStr | Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer Satisfaction |
| title_full_unstemmed | Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer Satisfaction |
| title_short | Customer Loyalty Based on Service Quality, Banking Image, and Fairness Mediating Role of Customer Satisfaction |
| title_sort | customer loyalty based on service quality banking image and fairness mediating role of customer satisfaction |
| url | https://journal.ipb.ac.id/index.php/jabm/article/view/54890 |
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