The effect of service Quality to customer satisfaction and loyalty in Sharia Bank

Suseno, Gito; Muthohar, Muchsin

doi:10.2991/insyma-18.2018.46

Cited by 4 publications

(5 citation statements)

References 10 publications

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“…The existence of good service quality can create confidence in the patients' mind that the services provided are good. These findings support the findings of research conducted by (Agyapong, 2011); (Suseno & Muthohar, 2018), that service quality has a significant effect on patient satisfaction. These findings also support findings from research conducted by (Torres et.…”

Section: Discussionsupporting

confidence: 89%

The Relationship of Service Quality, Trust, and Satisfaction of Muslim Patients in Arafah Islamic Hospital Jambi With Islamic Economic Approach

Ridhwan

Fitri

Hidayat

2019

JEBI (Jurnal Ekonomi dan Bisnis Islam)

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This study aimed to know the direct effect of service quality, on the satisfaction and trust of Muslim patients in Arafah Islamic hospital in Jambi city. The design of this study used a quantitative method with a survey approach to obtain primary data, namely by distributing questionnaires to 140 inpatients in Arafah Islamic hospital in Jambi city using the purposive sampling method. Then quantitative data was processed using Structural Equation Model (SEM) with the application of SmartPLS 3. The results of this study indicated that service quality has a significant effect on satisfaction and trust, as well as satisfaction has a significant effect on trust. This research was expected to make a practical contribution to management of Islamic hospital for an effort to increase patient satisfaction and trust.

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Section: Discussionsupporting

confidence: 89%

The Relationship of Service Quality, Trust, and Satisfaction of Muslim Patients in Arafah Islamic Hospital Jambi With Islamic Economic Approach

Ridhwan

Fitri

Hidayat

2019

JEBI (Jurnal Ekonomi dan Bisnis Islam)

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“…Islamic banking and finance have emerged as one of the most impactful aspects that contribute to the economic development of Bangladesh (Suzuki & Uddin, 2016). Several researchers took the initiative of studying issues about the service quality of Islamic banks in Bangladesh (Suseno & Muthohar, 2018;Mahmood & Osman, 2015;Shampa & Hasan, 2015;Rashid et al, 2009). A study was undertaken by Mahmood and Osman (2015) to understand customers' perception of Islamic banks in Bangladesh.…”

Section: Discussionmentioning

confidence: 99%

“…Over the last three decades, the area of Islamic banking has become one of the fastest-growing sectors in different regions across the globe (Dandis & Wright, 2020;Amirzadeh & Shoorvarzy, 2013). Despite being a relatively new occurrence compared to conventional banking; Islamic banking has been widely accepted by Muslim alongside with non-Muslim consumers at large (Suseno & Muthohar, 2018;Amat et al, 2014). Thus, Islamic banking has experienced expansion not only in Muslim countries but in many Western countries as well (Rehman, 2012).…”

Section: Introductionmentioning

confidence: 99%

The Effect of CARTER Model on Customer Satisfaction Towards Loyalty: An Investigation on Muslim Customers of Islamic Banks in Bangladesh

Haque¹,

Chowdhury²,

Uddin³

et al. 2022

IFB

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The objective of this study was to investigate the effects of CARTER model on customer satisfaction towards loyalty among Muslim customers of Islamic banks in Bangladesh. Initially, a theoretical model was established based on detailed literature review. Afterwards, a self-administered structured questionnaire was developed, and data were collected from 254 Muslim customers of Islamic banks in Bangladesh using purposive sampling technique. The collected data were later analyzed through EFA. Structural Equation Modelling (SEM) technique was performed to verify the model of the study and testing the hypotheses. The findings of the study revealed that compliance with Shariah, assurance, reliability, tangibility, empathy, and responsiveness are significant factors for customer satisfaction and also customer satisfaction was integral for attaining customer loyalty. The study focused on Islamic banking customers only from two of the largest cities in the country, particularly, Dhaka and Chittagong. This, in turn, opens the door for future researchers to contribute to this area of research through employing a larger sample and extending the current model through the incorporation of new variables. The study will be a meaningful addition to the literature of service quality, customer satisfaction and loyalty, particularly in the setting of Islamic banking in Bangladesh. This study has taken the initiative for identifying the underlying factors that would facilitate Islamic banks in satisfying their customers better and building customer loyalty.

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“…Tabligh is related to customer services quality in sharia bank (Ab Hamid et al, 2021, p. 5) that found by researches affecting to customer satisfaction that in turn would affect to their retention to sharia bank. Suseno & Muthohar, (2018) examine the relationship between service quality, customer satisfaction, and customer loyalty and found that customer satisfaction influenced by service quality el Barka: Journal of Islamic Economics and Business while loyalty influenced both by service quality and costomer satisfaction. In the same line, Rusmahafi & Wulandari, (2020) investigated the relationship between brand image, service quality, and customer value on customer satisfaction.…”

Section: Methodsmentioning

confidence: 99%

The Relationship between Islamic Business Ethics and Customer Retention: Evidence from Sharia Bank in Ponorogo

Susilo,

Putra,

Arief

et al. 2023

elbarka

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Customer loyalty would lead to customer retention which in turn would lead to company profit. Sadly, the lack of customer awareness on sharia bank led them to the conclusion that Islamic bank is just the same with the conventional bank. Therefore, this paper is aimed to investigate the relationship between Islamic business ethics of Prophet Muhammad character on customer retention at sharia bank in Ponorogo. Moreover, the research on this field is still few to find. The method employs in this study is quantitative method with exploratory factor analysis (EFA) and multiple regression analysis. The respondent of this study is 129 from the customer of sharia bank in Ponorogo. The data was analysed through SPSS 20 tool. This study found that EFA result indicates that from 4 variables of hypotheses which is based from 4 praiseworthy attributes of the prophet namely, siddiq, tabligh, amanah, and fathanah emerged onto 3 variables namely siddiq, tablig, and fathanah due to amanah variable merged into sidiq variables. Meanwhile, regression analysis found that siddiq (X1), tabligh (X2), and fathanah (X3) partially and simultaneously influence the customer retention (Y). The influences of independent variables on dependent variable are about 65.1%. Further analysis in the future studies is suggested with additional variables such as religiosity or TPB and other variables. Moreover, structural equation modelling (SEM) analysis also suggested for future studies in order to achieve advanced results.

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The effect of service Quality to customer satisfaction and loyalty in Sharia Bank

Cited by 4 publications

References 10 publications

The Relationship of Service Quality, Trust, and Satisfaction of Muslim Patients in Arafah Islamic Hospital Jambi With Islamic Economic Approach

The Relationship of Service Quality, Trust, and Satisfaction of Muslim Patients in Arafah Islamic Hospital Jambi With Islamic Economic Approach

The Effect of CARTER Model on Customer Satisfaction Towards Loyalty: An Investigation on Muslim Customers of Islamic Banks in Bangladesh

The Relationship between Islamic Business Ethics and Customer Retention: Evidence from Sharia Bank in Ponorogo

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