Pengaruh Kualitas Layanan dan Citra Merek Terhadap Loyalitas Nasabah BCA Syariah dengan Kepuasan Nasabah sebagai Variabel

Prasetyo, Dwi Endra; Udayana, Ida Bagus Nyoman; Cahyani, Putri Dwi

doi:10.30595/jhes.v6i1.16738

Cited by 3 publications

(5 citation statements)

References 4 publications

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“…Consistent with the research conducted by Sayekti and Dwiridotjahjono (2022), it has been demonstrated that brand image substantially influences consumer loyalty using consumer satisfaction. (Prasetyo et al, 2023) asserted that brand image indirectly impacts customer loyalty by affecting consumer satisfaction.…”

Section: Resultsmentioning

confidence: 99%

“…Research indicates that brand image exerts a substantial impact on consumer loyalty using consumer happiness. (Prasetyo et al, 2023;Rahmadani & Dwiridotjahjono, 2023) Have presented research findings that differ from those of other studies. Specifically, they suggest that brand image does not substantially impact customer loyalty when mediated by customer satisfaction (Indraswari & Susanti, 2023).…”

Section: Introductionmentioning

confidence: 83%

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Influence Of Brand Image And Customer Trust On Customer Loyalty Through Customer Satisfaction With Gender As A Moderation Variable

Salsabiila,

Miranti

2024

jebe

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This study aims to investigate the impact of brand image and customer trust on customer loyalty, mediated via customer satisfaction. Gender is employed as an independent variable to mitigate the impact of brand image and customer trust variables on customer loyalty. This study utilized data from 250 respondents who completed a questionnaire issued to BSI customers in the Malang Raya area. Purposive sampling and proportional random sampling are two distinct methods used for sampling. A proportional random sampling method was employed to ensure that the percentage of respondents from Malang City, Malang Regency, and Batu City was maintained. The research used the Structural Equation Modeling - Partial Least Squares (SEM-PLS) approach. These data indicate that brand image and customer satisfaction substantially impact customer loyalty. However, customer trust does not have a significant effect on customer loyalty. Moreover, the brand's image and the level of consumer trust notably impact customer satisfaction. The findings of this study indicate that customer satisfaction serves as an intermediary variable that influences brand image and consumer trust, ultimately affecting customer loyalty. In addition, gender cannot reduce the impact of brand image and customer trust.

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Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 83%

Influence Of Brand Image And Customer Trust On Customer Loyalty Through Customer Satisfaction With Gender As A Moderation Variable

Salsabiila,

Miranti

2024

jebe

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“…It has been demonstrated that there are five aspects of service quality that can boost customer loyalty: tangibles, assurance, responsiveness, consistency, and empathy (Salimah, 2018). In theory, the process's service quality can be used as a benchmark for this study since it directly affects customer loyalty without the need for other mediators (Prasetyo et al, 2023). A company's ability to survive depends on its ability to provide high-quality services that satisfy customers (Normasari dkk, 2013).…”

Section: The Influence Of Service Quality On Customer Loyaltymentioning

confidence: 99%

“…However, to get loyalty, sharia banking does not necessarily get it straight away but provides the best service to achieve company goals. Research from (Widnyana & Suarmanayasa, 2021;Prasetyo et al, 2023) demonstrates the favorable and substantial impact that service quality has on client loyalty. However, a study by Satria & Dyah Astarini (2023) demonstrates that customer loyalty is not significantly impacted by service quality.…”

Section: Introductionmentioning

confidence: 99%

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

Aminatur Rofiah,

Titis Miranti

2024

AJEKBS

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With Islamic religiosity serving as a moderating factor, customer satisfaction with Bank Syariah Indonesia clients in Malang Raya is the study tool used to assess the impact of relationship and service quality on customer loyalty. a kind of quantitative study. 320 respondents from Malang Raya served as the sample size. Purposive and proportional random sampling are the sample methods used. Malang City, Malang Regency, and Batu City were all taken into account using proportional random sampling. Using SEM PLS, the data were examined. The study's conclusions show that although relationship quality has no appreciable effect on customer loyalty, customer happiness and service quality do have a significant impact. Customer happiness is significantly impacted by relationship and service quality. The mediation test indicates that customer satisfaction can influence customer loyalty via mediating the effects of service quality and relationship quality. Subsequent study findings, including the Islamic religiosity moderation test, demonstrated that the effects of customer happiness, relationship quality, and service quality on customer loyalty could not be balanced.

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“…Penerapan Budaya syariah untuk membangun dan menciptakan budaya perusahaan yang Islami dan adanya peran budaya syariah untuk perusahaan untuk membentuk kepribadian setiap karyawan yang bekerja di lembaga keuangan syariah. Agar budaya perusahaan menjadi landasan karyawan untuk menerapkan SOP yang telah ditetapkan (Siswanto et al, 2020) Bersikap ramah terhadap pelanggan, Hasil penelitian Nadia Ananda syahranie apabila perusahaan mempunyai kualitas layanan yang baik kepada nasabah akan memberikan peningkatan kepuasan nasabah dan menimbulkan persepesi yang baik dar nasabah terhadap perusahaan (Syahranie et al, 2020). Berbusana yang syar'i (sesuai syariah), tempat kerja yang nyaman, membaca doa sebelum bekerja dan sesudah kerja, pemahaman dan pengalaman akidah yang lurus, pemahaman dan pengamalan ibadah yang shahihah, pemahaman dan pengamalan akhlakul karimah, pemahaman Al-qur'an ,Pemahaman fikrah Islamiyah.…”

Section: Analisis Penerapan Manajemen Sdi DI Koperasi Syariah Mt Al A...unclassified

Analisis Manajemen SDI di Koperasi Syariah Majelis Taklim Al Arif Bandung

Vita Rahmah,

Yayat Rahmat Hidayat

2023

JRPS

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The implementation of human resource management consists of four pillars, namely recruitment, selection, training and development, compensation which aims to find and obtain competent human resources in their fields. the human resource management system is the management of human resources based on Islamic sharia values contained in the Al Quran, As sunah, in the rapid development of sharia financial institutions in Indonesia it should also be followed by the recruitment of competent human resources in the field of sharia cooperatives. At the time of direct observation in the field of employees in sharia cooperatives at MT Al Arif Bandung, there were employees of sharia cooperatives who were not dressed in sharia in providing services to customers. This study aims to determine the implementation of the implementation of human resource management in Islamic cooperative institutions MT Al Arif Bandung, to determine the application of human resource management in Islamic cooperatives MT Al Arif Bandung. In this study the authors used qualitative research methods with a case study approach, data collection methods conducted interviews and observation data analysis methods analyzed the implementation of sharia cooperative soup with human resource management theory. The result of this study is that the pillars of human resources are not fulfilled in the sharia cooperative management system. Penerapan manajemen sumber daya insani terdiri dari empat pilar yaitu rekrutmen, seleksi, pelatihan dan pengembangan, kompenasasi yang bertujuan untuk mencari dan mendapatkan sumber daya insani yang kompeten di bidangnya. adapun sistem manajemen sumber daya insani adalah pengolaan sumber daya manusia yang berdasarkan nilai- nilai syariah Islamiyah yang terdapat di dalam Al Quran, As sunah,dalam perkembangan lembaga keuangan syariah yang begitu pesat di indonesia seharusnya juga di ikuti dengan perekutan sumber daya insani yang berkompeten dalam bidang koperasi syariah. Pada saat obeservasi langsung di lapangan karyawan di koperasi syariah di MT Al Arif Bandung ada karyawan koperasi syariah tidak berbusana syariah dalam melakukan pelayanan kepada nasabah. Penelitian ini bertujuan untuk mengetahui pelaksanaan penerapan manajemen sumber daya insani di lembaga koperasi syariah MT Al Arif Bandung, untuk mengetahui penerapan manajemen sumber daya insani di koperasi syariah mt al arif bandung. Dalam penelitian ini penulis menggunakan metode penelitian kualitatif dengan pendekatan studi kasus,metode pengumpulan data dilakukannya wawancara dan observasi metode analisis data menganalisis implementasi sop koperasi syariah dengan teori manajemen sumber daya insani. Hasil dari penelitian ini penelitian ini yaitu tidak terpenuhinya pilar-pilar sumber daya insani dalam sistem manajemen koperasi syariah.

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Pengaruh Kualitas Layanan dan Citra Merek Terhadap Loyalitas Nasabah BCA Syariah dengan Kepuasan Nasabah sebagai Variabel

Cited by 3 publications

References 4 publications

Influence Of Brand Image And Customer Trust On Customer Loyalty Through Customer Satisfaction With Gender As A Moderation Variable

Influence Of Brand Image And Customer Trust On Customer Loyalty Through Customer Satisfaction With Gender As A Moderation Variable

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

Analisis Manajemen SDI di Koperasi Syariah Majelis Taklim Al Arif Bandung

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