Measuring the Effect of Islamic Service Quality, Customer Relationship Management, Customer Satisfaction, and Loyalty in Indonesian Islamic Banking

Anjelisa Anjelisa, Indah Fatmawati, Nuryakin Nuryakin

Abstract


Developing loyal consumers is the foundation for services to sustain a competitive edge, particularly in the banking industry. The purpose of this research is to examine the impact of Sharia-compliant service quality and customer relationship management on customer satisfaction and loyalty. Researchers have also looked into how customer satisfaction mediation might increase customer loyalty. The study employs a quantitative methodology and a survey method. Respondents are priority customers of Indonesian Islamic banks. The sample size was 252 people, who were selected using purposive sampling techniques. Structured equation modeling (SEM) with AMOS as an analysis tool is used in data analysis procedures. According to the findings of this study, the quality of Islamic services and customer relationship management has a positive impact on customer happiness and loyalty. According to the study, customer satisfaction is vital in mediating the relationship between Islamic service quality, customer relationship management, and customer loyalty. These findings highlight the significance of measuring Islamic service quality and customer relationship management in the context of Islamic banks. If the compliance dimension is used thoroughly in the operation of Islamic banking businesses, Islamic banking may gain a competitive advantage over traditional banking.

Keywords


Islamic Service Quality, Customer Relationship Management, Customer Satisfaction, Customer Loyalty

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References


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Denavi, Hasan Dehghan, Seyed Hamid Emadi, and Mehrdad shahbazi Manshadi. “The Effect of Customer Relationship Management on Customer Satisfaction and Competitive Advantage.” International Journal of Engineering and Technology 10, no. 4 (2018): 987–994.

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Ghozali, Imam. Model Persamaan Struktural Konsep Dan Aplikasi Dengan Program AMOS 24 Update Bayesian SEM. VI. Semarang: Badan Penerbit Universitas Diponegoro, 2017.

Kashif, Muahmmad, Sharifah Suzana Wan Shukran, Mohsin Abdul Rehman, and Syamsulang Sarifuddin. “Customer Satisfaction and Loyalty in Malaysian Islamic Banks: A PAKSERV Investigation.” International Journal of Bank Marketing 33, no. 1 (2015): 23–40.

Kotler, Philip, and Kevin Lane Keller. Marketing Management. Marketing Management. 15th ed. Harlow: Essex Pearson Education Limited, 2016.

Lacej, Arnil, and Ermira H. Kalaj. “The Effect of Consumer Relationship Management on Satisfaction and Loyalty: A Focus on Albanian Tour Operator Business.” Mediterranean Journal of Social Sciences 6, no. 2S1 (2015): 635–642.

Lee, Siew Peng, and Sedigheh Moghavvemi. “The Dimension of Service Quality and Its Impact on Customer Satisfaction, Trust, and Loyalty: A Case of Malaysian Banks.” Asian Journal of Business and Accounting 8, no. 2 (2015): 91–121.

Lone, Fayaz Ahmad, Ebraheem Mohamad Aldawood, and Ulfat Rashid Bhat. “Customer Satisfaction towards Islamic Banking in Saudi Arabia: An Application of CARTER Model.” International Journal of Services Operations and Informatics 8, no. 4 (2017): 333–351.

Othman, Abdulqawi, and Lynn Owen. The Multi Dimensionality of Carter Model to Measure Customer Service Quality (SQ) in Islamic Banking Industry: A Study in Kuwait Finance House. International Journal of Islamic Financial Services. Vol. 3, 2001.

Rehman, A. Asma. “Customer Satisfaction and Service Quality in Islamic Banking: A Comparative Study in Pakistan, United Arab Emirates and United Kingdom.” Emerald Group Publishing Limited 4 (2012).

Sari, Devi Cornelia, and R. A. Marlien. “Pengaruh Kualitas Layanan, Kepercayaan, Dan Nilai Pelanggan Terhadap Loyalitas Pelanggan (Studi Pada Nasabah Tabungan Bank BNI Syariah Cabang Semarang).” Proceeding SENDI_U (2019): 497–501. https://www.unisbank.ac.id/ojs/index.php/sendi_u/article/view/7341.

Sekaran, Uma, and Roger Bougie. Research Methods For Business. 6th ed. United Kingdom: John Wilwy & Sons Ltd, 2013.

El Sheikh, Samia, Yasser Tawfik Halim, Hosny Ibrahim Hamdy, and Mohamed Adel Hamdy. “The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry).” مجلة جامعة الإسکندریة للعلوم الإداریة 57, no. 4 (June 2020): 87–119.

Susanto, Heri, Siti Dyah Handayani, and Susanto. “Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality.” JBTI : Jurnal Bisnis : Teori dan Implementasi 12, no. 3 (2021): 172–183.

Zafar, Mohsin, Sana Zafar, Aasia Asif, Ahmed Imran Hunjra, and H Mushtaq Ahmad. “Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan.” Information Management and Business Review 4, no. 4 (2012): 159–167.




DOI: http://dx.doi.org/10.35931/aq.v17i5.2615

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