Measuring Factors Affecting Customer Satisfaction, Loyalty, And Trust Within Islamic Banks In Riau, Indonesia
This scholarly investigation analyses the determinants that affect customer satisfaction, loyalty, and trust within Islamic banking. The data source used in this study is primary data, which is obtained through the provision of structured questionnaires. The study population encompasses customers of...
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| Format: | Article |
| Language: | English |
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PPPM Sekolah Tinggi Ilmu Ekonomi (STIE) Syariah Bengkalis
2024-12-01
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| Series: | Iqtishaduna: Jurnal Ilmiah Ekonomi Kita |
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| Online Access: | https://ejournal.stiesyariahbengkalis.ac.id/index.php/iqtishaduna/article/view/2118 |
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| _version_ | 1846114704832856064 |
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| author | Wali Saputra |
| author_facet | Wali Saputra |
| author_sort | Wali Saputra |
| collection | DOAJ |
| description | This scholarly investigation analyses the determinants that affect customer satisfaction, loyalty, and trust within Islamic banking. The data source used in this study is primary data, which is obtained through the provision of structured questionnaires. The study population encompasses customers of Islamic banking institutions in Riau, Indonesia. The sampling technique employed is simple random sampling. The sample size was determined using the Slovin approach, resulting in a sample of 204 respondents. This study is quantitative, and an explanatory survey was analyzed using the SEM-PLS technique. The study outcomes indicate that service performance, digital banking application service quality, and customer relationship management positively influence customer satisfaction. In contrast, digital banking transformation does not affect customer satisfaction. Furthermore, customer satisfaction has a positive effect on customer loyalty and trust. Subsequently, customer satisfaction can mediate the influence of service performance, the quality of digital banking application services, and customer relationship management on customer loyalty and trust. In contrast, customer satisfaction cannot mediate the influence of digital banking transformation on customer loyalty and trust. Theoretically, this study contributes to the advancement of marketing theory and becomes a reference for further research. Practically, it can be a reference for Islamic banks to improve their performance regarding customer satisfaction, loyalty, and trust. |
| format | Article |
| id | doaj-art-ff2028ec40b34b26a2e27afd86d434e8 |
| institution | Kabale University |
| issn | 2303-3568 2684-8228 |
| language | English |
| publishDate | 2024-12-01 |
| publisher | PPPM Sekolah Tinggi Ilmu Ekonomi (STIE) Syariah Bengkalis |
| record_format | Article |
| series | Iqtishaduna: Jurnal Ilmiah Ekonomi Kita |
| spelling | doaj-art-ff2028ec40b34b26a2e27afd86d434e82024-12-20T08:37:26ZengPPPM Sekolah Tinggi Ilmu Ekonomi (STIE) Syariah BengkalisIqtishaduna: Jurnal Ilmiah Ekonomi Kita2303-35682684-82282024-12-0113223726110.46367/iqtishaduna.v13i2.21182118Measuring Factors Affecting Customer Satisfaction, Loyalty, And Trust Within Islamic Banks In Riau, IndonesiaWali Saputra0Universitas Islam Negeri Sultan Syarif Kasim, Riau, IndonesiaThis scholarly investigation analyses the determinants that affect customer satisfaction, loyalty, and trust within Islamic banking. The data source used in this study is primary data, which is obtained through the provision of structured questionnaires. The study population encompasses customers of Islamic banking institutions in Riau, Indonesia. The sampling technique employed is simple random sampling. The sample size was determined using the Slovin approach, resulting in a sample of 204 respondents. This study is quantitative, and an explanatory survey was analyzed using the SEM-PLS technique. The study outcomes indicate that service performance, digital banking application service quality, and customer relationship management positively influence customer satisfaction. In contrast, digital banking transformation does not affect customer satisfaction. Furthermore, customer satisfaction has a positive effect on customer loyalty and trust. Subsequently, customer satisfaction can mediate the influence of service performance, the quality of digital banking application services, and customer relationship management on customer loyalty and trust. In contrast, customer satisfaction cannot mediate the influence of digital banking transformation on customer loyalty and trust. Theoretically, this study contributes to the advancement of marketing theory and becomes a reference for further research. Practically, it can be a reference for Islamic banks to improve their performance regarding customer satisfaction, loyalty, and trust.https://ejournal.stiesyariahbengkalis.ac.id/index.php/iqtishaduna/article/view/2118digital bankingservice performanceservice qualitycustomer relationship managementislamic bank |
| spellingShingle | Wali Saputra Measuring Factors Affecting Customer Satisfaction, Loyalty, And Trust Within Islamic Banks In Riau, Indonesia Iqtishaduna: Jurnal Ilmiah Ekonomi Kita digital banking service performance service quality customer relationship management islamic bank |
| title | Measuring Factors Affecting Customer Satisfaction, Loyalty, And Trust Within Islamic Banks In Riau, Indonesia |
| title_full | Measuring Factors Affecting Customer Satisfaction, Loyalty, And Trust Within Islamic Banks In Riau, Indonesia |
| title_fullStr | Measuring Factors Affecting Customer Satisfaction, Loyalty, And Trust Within Islamic Banks In Riau, Indonesia |
| title_full_unstemmed | Measuring Factors Affecting Customer Satisfaction, Loyalty, And Trust Within Islamic Banks In Riau, Indonesia |
| title_short | Measuring Factors Affecting Customer Satisfaction, Loyalty, And Trust Within Islamic Banks In Riau, Indonesia |
| title_sort | measuring factors affecting customer satisfaction loyalty and trust within islamic banks in riau indonesia |
| topic | digital banking service performance service quality customer relationship management islamic bank |
| url | https://ejournal.stiesyariahbengkalis.ac.id/index.php/iqtishaduna/article/view/2118 |
| work_keys_str_mv | AT walisaputra measuringfactorsaffectingcustomersatisfactionloyaltyandtrustwithinislamicbanksinriauindonesia |