Email this article 
Determinants of Customer Loyalty in Sharia Commercial Bank Financing in The Semarang Area
Abstract
This study aims to analyze the significance of service quality, trust, customer engagement, and customer value on the loyalty of financing customers at Sharia Commercial Banks in the Semarang area, both simultaneously and partially. The population in this study is all customers of Sharia Commercial Banks in the Semarang area. The sampling technique uses purposive sampling of 100 respondents. The data used in this study is primary data obtained through the distribution of questionnaires. The multiple linear regression data analysis model with the analysis technique of statistical test F, determination coefficient test (R2), and t-statistic was processed using the SPSS 25.00 program. The results of the analysis show that service quality, trust, customer engagement, and customer value simultaneously have a significant effect on the loyalty of financing customers at Sharia Commercial Banks in the Semarang area. Partially, service quality and trust have a positive and insignificant effect on customer loyalty. Meanwhile, customer engagement and customer value have a positive and significant effect on the loyalty of financing customers at Sharia Commercial Banks in the Semarang area.
Keywords
Full Text:
PDFReferences
Afiff, A. Z., & Astuti, R. D. (2009). The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behaviour Intention on Islamic Banks Saving Product In Indonesia. ASEAN Marketing Journal, 1.
Ajina, A. S. (2019). The role of content marketing in enhancing customer loyalty: An empirical study on private hospitals in Saudi Arabia. Innovative Marketing, 15(3), 71–84. https://doi.org/10.21511/im.15(3).2019.06
Arif, N. R. Al. (2012). DASAR-DASAR PEMASARAN BANK SYARIAH. Alfabeta.
Astuti, Y. W., Agriyanto, R., & Turmudzi, A. (2020). Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan and Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah. Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science), 19(3), 134–158. https://doi.org/10.14710/jspi.v19i3.134-158
Ekaputri, A. M., & Widowati, M. M. (2022). Analysis of Customer Knowledge, Halal Brand, Trust, and Customer Engagement on Customer Loyalty at PT Bank Syariah Indonesia in Semarang. Jurnal Masharif Al-Syariah: Jurnal Ekonomi And Perbankan Syariah, 7(1), 92–127. http://journal.um-surabaya.ac.id/index.php/Mas/index
Fatihudin, D., & Firmansyah, A. (2019). Pemasaran Jasa (Mengukur Kepuasan and Loyalitas Pelanggan). Deepublish.
Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 Edisi 9. Baand Penerbit Universitas Diponegoro.
Hamid, R. S., Setiawan, Z., Napisah, S., Puspitasari, K. A., & Risdiwiyanto, A. (2023). Ilmu Manajemen Pemasaran: Pendekatan Praktis dengan Berbagai Teori. PT. Sonpedia Publishing Indonesia.
Hasfar, M., Militina, T., & Achmad, G. N. (2020). Effect of customer value and customer experience on customer satisfaction and loyalty pt meratus samarinda. 2020(1), 84–94.
Information Resources Management Association. (2018).
Konoras, A. (2017). Aspek Hukum Penyelesaian Sengketa Secara Mediasi Di Pengadilan.
Kurniawati, D., & Ariyani, V. (2021). Jimek : Jurnal Ilmiah Mahasiswa Ekonomi PERAN MEDIASI CUSTOMER ENGAGEMENT DALAM CUSTOMER EXPERIENCE AND CUSTOMER LOYALTY (Studi Empiris pada Pelanggan 3 Coffee Madiun). Jimek : Jurnal Ilmiah Mahasiswa Ekonomi, 4(2), 278–291. http://ojs.unik-kediri.ac.id/index.php/jimek©2021JIMEK:JurnalEkonomiUniversitasKadiri.Semuahakciptadilindungiunandg-unandgTersediaonlinedihttp://ojs.unik-kediri.ac.id/index.php/jimek
Lubis, A., Effendi, I., & Rosalina, D. (2022). Pengaruh Kepercayaan and Komitmen Terhadap Loyalitas Nasabah Bank Syariah Indonesia di Kota Meand. Ekonomi, Keuangan, Investasi And Syariah (EKUITAS), 3(4), 896–902. https://doi.org/10.47065/ekuitas.v3i4.1600
Masadah, Asngadi, & Triono Singgih, C. (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), 197–208. https://doi.org/10.25299/jtb.2020.vol3(2).5808
Mashuri, M. (2020). Analisis Dimensi Loyalitas Pelangan Berdasarkan Perspektif Islam. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 9(1), 54–64. https://doi.org/10.46367/iqtishaduna.v9i1.212
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust Author ( s ): Roger C . Mayer , James H . Davis and F . David Schoorman Published by : Academy of Management Stable URL : http://www.jstor.com/stable/258792 REFERENCES Linked references are available on JSTOR f. Academy of Management Review, 20(3), 709–734.
Mu’ah, & Masram. (2014). Loyalitas Pelanggan: Tinjauan Aspek Kualitas Pelayanan and Biaya Peralihan. Zifatama Publisher.
Muliadi, S. (2022). Determinan Loyalitas Nasabah Bank NTB Syariah. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 11(2), 184–199. https://doi.org/10.46367/iqtishaduna.v11i2.825
Novita, A. C., Tumbuan, W. J. F. A., & Tielung, M. V. J. (2016). Pengaruh Kualitas Produk, Kualitas Pelayanan, And Komunikasi Interpersonal Terhadap Loyalitas Nasabah Pada Pt. Bank Sulutgo Cabang Utama Manado. Jurnal Berkala Ilmiah Efisiensi, 16(01), 728–737.
Nugroho, R. A., & Suprapti, N. W. S. (2022). The Role of Customer Engagement in Mediating the Influence of Brand Experience and Customer Satisfaction on the Customer Loyalty of Full-Service Airline in Indonesia. Journal of Business and Management Review, 3(2), 138–157. https://doi.org/10.47153/jbmr32.3132022
Othman, A., & Owen, L. (2001). Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks: A Case Study in Kuwait Finance House. International Journal of Islamic Financial Services, 3(1).
Palmatier, R. W., Kumar, V., & M., C. (2017). Customer Engagement Marketing. Spriner Nature.
Pambudi, T. W. S., & Soliha, E. (2022). Pengaruh Kualitas Layanan, Citra Bank, and Kepercayaan Terhadap Kepuasan Nasabah Bank . Fair Value: Jurnal Ilmiah Akuntansi And Keuangan, 4(Special Issue 3), 1264–1287.
Putra, F., Supriyatin, & Sakti, I. (2021). Pengaruh Kepercayaan, Kualitas Pelayanan, and Citra terhadap Kepuasan Pelanggan (Studi. Jurnal Manajemen STEI, 4(1), 1–23.
Rather, R. A., & Sharma, J. (2017). Customer Engagement in Strengthening Customer Loyalty in Hospitality Sector. SAJTH: South Asian Journal of Tourism and Heritage., 9(2).
Rizkiawan, I. K., Amalina, N., Utomo, F. H., Sari, D. P., & Putranti, L. (2022). Pengaruh Kualitas Pelayanan And Kepercayaan Terhadap Loyalitas Pelanggan Pada Bank Syariah Indonesia Cabang Veteran Surakarta. Jurnal Ilmu Manajemen Retail Universitas Muhammadiyah Sukabumi, 3(Vol. 3 No. 1 (2022): Jurnal Ilmu Manajemen Retail (JIMAT) Universitas Muhammadiyah Sukabumi), 25–32. https://jurnal.ummi.ac.id/index.php/jimat/article/view/1487/842
Sisca, Taringan, S. A., Kusuma, R. C. S. D., Hamid, D. M. Al, & Zulfikar, M. (2022). Service Marketing: Pendekatan Teori And Praktik. Media Sains Indonesia.
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, and R&D. Bandung: Alfabeta.
Sulistyorini, U. T. (2017). Metode Penelitian Analisis Kausal. 15(2), 1–23.
Sutiyem, S., & Fitri, T. A. (2022). Pengaruh Kualitas Layanan, Kepercayaan, And Komitmen Terhadap Loyalitas Nasabah Pada Bank Syariah Mandiri Kantor Cabang Pembantu Ulak Karang Paandg. Jurnal Pundi, 5(3), 351. https://doi.org/10.31575/jp.v5i3.371
Tjiptono, F. (2015). Pemasaran Jasa. Banyumedia Publishing.
Widowati, M., Winarto, ., Windawati, A., & Katrina Sari, M. (2022). Customer Loyalty Business Model during the Covid-19 Pandemic: A Case Study on Bank Syariah Indonesia Post-Merger. Icaess 2021, 399–407. https://doi.org/10.5220/0010934900003255
Yuliamir, H., R, Y. S., Hadi, S., Rahayu, E., & Palupiningtyas, D. (2023). Peranan kepuasaan dalam memediasi pengaruh kualitas layanan, customer experince, and kepercayaan terhadap loyalitas konsumen hotel bintang 4 di Kota Semarang. Jurnal Manajemen Perhotelan And Pariwisata, 6(1), 42–53.
Zalukhu, E. (2015). Sales Warior Using Rave Sales Principles. Gramedia Pustaka Utama.
DOI: https://doi.org/10.18860/iq.v20i2.28267
Editorial Office:
Management Department,
Faculty of Economics,
State Islamic University of Maulana Malik Ibrahim
Gajayana Str. No. 50 Phone. 082334248882
E-mail: iqtishoduna@uin-malang.ac.id
E-ISSN 2614-3437
P-ISSN 1829-524X
IQTISHODUNA under CC BY SA 4.0 Internasional.
Indexed by:
Member of:
