Open AccessTHE EFFECT OF ISLAMIC SERVICE QUALITY, BANKING IMAGE AND CORPORATE SOCIAL RESPONSIBILITY TOWARDS CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS INTERVENING VARIABLES
Author(s) -
Vita Nur Janah,
Iskandar Iskandar
Publication year - 2021
Publication title -
imara
Language(s) - English
Resource type - Journals
eISSN - 2622-1918
pISSN - 2599-0985
DOI - 10.31958/imara.v5i2.3255
Subject(s) - loyalty business model , customer satisfaction , service quality , path analysis (statistics) , business , loyalty , marketing , accidental sampling , variables , test (biology) , corporate social responsibility , intervening variable , regression analysis , business administration , psychology , service (business) , statistics , mathematics , political science , public relations , sociology , population , paleontology , demography , biology
The purpose of this study was to determine the effect of Islamic servis quality, banking image and corporate social responsibility on customer loyalty with satisfaction as an intervening variable (case study of BPRS Sukowati Sragen customer). This study uses quantitative methods aimed at obtaining results from field data with existing theories. Samples were obtained as many as 100 respondents of BPRS Sukowati Sragen customers with accidental sampling technique. The data in this study are primary data obtained from respondents by filling out a questionnaire. Data analysis using instrument test, multiple regression analysis test, instrument test, classical assumption test and Path Analysis test with the help of SPSS version 25. The results of this study conclude that the quality of Islamic services has a positive and significant effect on customer loyalty. Banking image has a positive and significant effect on customer loyalty. CSR has a positive and significant effect on customer loyalty. The quality of Islamic services has a positive and significant effect on satisfaction. Banking image has a positive and significant effect on satisfaction. CSR has a positive and significant effect on satisfaction. Satisfaction is able to mediate all independent variables.