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The Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari¡¯ah Bank Customer Loyalty in Palembang

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  • Diah Isnaini Asiati
  • Wibowo
  • Husein Umar
  • Tony Sitinjak

Abstract

The purpose of this study was to analyze the effects of service quality, image and trust in satisfaction and its impact on Syari¡¯ah Bank customer loyalty in Palembang, Province of South Sumatra. The research design in this study used causal analysis which explained correlation variables of 3 Syari¡¯ah Banks with 250 people as banking clients in Palembang. The sample selection used simple random sampling. This dissertation draft used primary data from questionnaire filled out by the respondents. The method of research used descriptive statistics and Structural Equation Modeling (SEM). The results showed that the customer satisfaction had significant impact on customer loyalty, customer trust had significant impact on customer satisfaction, customer trust had not significant impact on customer loyalty, service quality had significant impact on customer trust, service quality has significant impact on customer satisfaction, service quality had significant impact on customer loyalty, service quality had significant impact on Syari¡¯ah Bank Image, Syari¡¯ah Bank image had significant impact on customer trust, Syari¡¯ah Bank image had no significant impact on customer satisfaction, and Syari¡¯ah Bank image had no significant impact on customer satisfaction. The descriptive analysis showed that the level of service quality, image, trust, satisfaction and customer loyalty had a positive level.

Suggested Citation

  • Diah Isnaini Asiati & Wibowo & Husein Umar & Tony Sitinjak, 2019. "The Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari¡¯ah Bank Customer Loyalty in Palembang," Business and Economic Research, Macrothink Institute, vol. 9(1), pages 295-316, March.
    • Handle: RePEc:mth:ber888:v:9:y:2019:i:1:p:295-316
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    References listed on IDEAS

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    1. Ahmed, Khalil, 2011. "Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad," MPRA Paper 30782, University Library of Munich, Germany.
    2. Siti Nuryanah & Sardar M. N. Islam, 2015. "The Context of the Case Study," Palgrave Macmillan Books, in: Corporate Governance and Financial Management, chapter 5, pages 145-156, Palgrave Macmillan.
    3. Fouzia Ali & Hassan Raziq & Abdul Aleem & Shahrukh Latif & M.Arslan & Arsalan Shah Muhammad, 2011. "Customer Satisfaction and Islamic Banking in Pakistan," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 1(4), pages 89-96, November.
    4. Ghalib Sanjuq, 2014. "The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(4), pages 77-84, July.
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    1. Ahmad Almagrashi & Abdulwahab Mujalli & Tehmina Khan & Osama Attia, 2023. "Factors determining internal auditors’ behavioral intention to use computer-assisted auditing techniques: an extension of the UTAUT model and an empirical study," Future Business Journal, Springer, vol. 9(1), pages 1-19, December.

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    More about this item

    Keywords

    Service quality; Image; Trust; Satisfaction; Customer loyalty;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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