Service Quality, Company Image, Trust and Its Influence On Customers’ Satisfaction and Loyalty at Bank Shariah Mandiri (BSM) Meulaboh Branch Office
Journal Title: Jurnal Ilmiah Peuradeun - Year 2018, Vol 6, Issue 2
Abstract
Global competition between conventional and shariah banks and the demands of providing maximum services to the customers and by looking at the rapid growth of Shariah Bank, it makes inter-institutional competition become significant. This cause’s shariah banking business is required to constantly improve the quality of its services. Customer satisfaction and loyalty in banking services is an important element in growing the company. It takes a special strategy to win the competition. This study aims to analyze the influence of service quality variables (service quality), corporate image (corporate image), and trust (trust) on customer satisfaction and loyalty. The analysis of data is using path analysis method and it takes 61 samples of the customers in PT. Bank Shariah Mandiri (BSM), Meulaboh. The sampling technique is simple random sampling. The results showed that the quality of service (service quality) has a positive and insignificant effect on customer satisfaction. Corporate image (corporate image) has a positive but not significant impact on customers’ satisfaction BSM. Trust (trust) has a positive and significant impact on customer satisfaction. BSM customers’ satisfaction has a direct effect on customers’ loyalty. Quality of service (service quality) has a positive and significant impact on customers’ loyalty. Corporate image (corporate image) positively and significantly affect the loyalty of BSM customers. Trust has negative and insignificant effect on customers’ satisfaction. By providing the results of this study, BSM is expected to always improve service quality, corporate image and customers’ trust, in which the three elements are very important and decisive in growing the company to continue to exist to deal with the global competition.
Authors and Affiliations
Nilam Sari
Keywords
Related Articles
- EP ID EP501220
- DOI 10.26811/peuradeun.v6i2.221
- Views 96
- Downloads 0
IMPLEMENTING NEURO LINGUISTIC PROGRAMMING (NLP) IN CHANGING STUDENTS’ BEHAVIOR: RESEARCH DONE AT ISLAMIC UNIVERSITIES IN ACEH
The students of Islamic Universities have learned many Islamic books and knowledge. They should behave honestly in the examination because Islam teaches them to be honest. However, it is found that there are students, es...
DOMESTIC TOURISTS’ RESPONSE TO TOURIST ATTRACTIONS IN SABANG AND BANDA ACEH, INDONESIA
This research aimed to determine the response or complaints of domestic tourists about the tourism in Sabang and Banda Aceh. The types of data used were primary and secondary data. The primary data was obtained using Non...
MULTICULTURALISM AS AN ALTERNATIVE A CULTURAL ORIENTATION TO EDUCATION IN THE ASPECT OF CULTURE AS THE AXIOLOGICAL FOCUS
Multiculturalism occurs naturally when a society is willing to accept the culture of immigrants. Multiculturalism has been defined as a method whereby culturally diverse groups are accorded status and recognition, not ju...
IMPLEMENTING THE TEACHING SUPERVISION BY PRINCIPALS IN IMPROVING THE PERFORMANCE OF TEACHERS IN ACEH BESAR
Teaching supervision by principal in Aceh Besar State High Schools (especially in Excellent Senior High School 2 of Ali Hasjmy and Senior High School 1 Baitussalam) is one of factors to improve the quality of professiona...
TEACHER COMPETENCE TEST OF ISLAMIC PRIMARY TEACHERS EDUCATION IN STATE ISLAMIC PRIMARY SCHOOLS (MIN) OF PIDIE REGENCY
This study aims at examining the readiness of the Diploma-II holders of Primary Teachers Education of STIT AL-Hilal Sigli in drawing up the Lesson Plan and implementing the teaching and learning interactions in the class...