SERVICE QUALITY AND CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND TRUST IN INDONESIAN SHARIA BANK

Jurnal Riset Bisnis dan Manajemen Pub Date : 2024-03-03 DOI:10.23969/jrbm.v17i1.12659

Maya Novitasari, Nik Amah, Anissa Ayera, Ahmad Aziz, A. Gunardi

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Abstract

This study determines the effect of service quality on customer loyalty with satisfaction and trust as mediating variables in Indonesia sharia banks during the Covid-19 pandemic period. This study used 300 respondents of sharia bank customers in Indonesia. The data were analyzed using a partial least square with the SmartPLS 3.0 analysis tool. Service quality has a positive effect on customer loyalty, service quality has a positive effect on customer satisfaction, service quality has a positive effect on trust, satisfaction has a positive effect on customer loyalty, trust has a positive effect on customer loyalty, satisfaction is able to mediate the effect of service quality on customer loyalty, and trust is able to mediate the effect of service quality on loyalty. This study adopts two mediating variables, namely satisfaction and trust in the effect of service quality on customer loyalty. The results present partial mediation of satisfaction on the influence of service quality on customer loyalty and partial mediation of trust on the influence of service quality on customer loyalty.

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服务质量与客户忠诚度：满意度和信任在印度尼西亚伊斯兰教银行中的作用

本研究确定了印度尼西亚伊斯兰教银行在 Covid-19 大流行期间服务质量对客户忠诚度的影响，并将满意度和信任度作为中介变量。本研究使用了 300 名印度尼西亚伊斯兰教银行客户的受访者。使用 SmartPLS 3.0 分析工具对数据进行了偏最小二乘法分析。服务质量对客户忠诚度有积极影响，服务质量对客户满意度有积极影响，服务质量对信任度有积极影响，满意度对客户忠诚度有积极影响，信任度对客户忠诚度有积极影响，满意度能够调解服务质量对客户忠诚度的影响，信任度能够调解服务质量对忠诚度的影响。本研究在服务质量对顾客忠诚度的影响中采用了两个中介变量，即满意度和信任度。结果显示，满意度对服务质量对顾客忠诚度的影响具有部分中介作用，信任度对服务质量对顾客忠诚度的影响具有部分中介作用。

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Jurnal Riset Bisnis dan Manajemen

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24 weeks