Open AccessThe Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari’ah Bank Customer Loyalty in Palembang
Author(s) -
Diah Isnaini Asiati,
Wibowo Wibowo,
Husein Umar,
Tony Sitinjak
Publication year - 2019
Publication title -
business and economic research
Language(s) - English
Resource type - Journals
ISSN - 2162-4860
DOI - 10.5296/ber.v9i1.14205
Subject(s) - service quality , loyalty business model , customer satisfaction , customer delight , business , customer advocacy , marketing , customer retention , loyalty , service (business) , advertising , psychology
The purpose of this study was to analyze the effects of service quality, image and trust in satisfaction and its impact on Syari’ah Bank customer loyalty in Palembang, Province of South Sumatra. The research design in this study used causal analysis which explained correlation variables of 3 Syari’ah Banks with 250 people as banking clients in Palembang. The sample selection used simple random sampling. This dissertation draft used primary data from questionnaire filled out by the respondents. The method of research used descriptive statistics and Structural Equation Modeling (SEM). The results showed that the customer satisfaction had significant impact on customer loyalty, customer trust had significant impact on customer satisfaction, customer trust had not significant impact on customer loyalty, service quality had significant impact on customer trust, service quality has significant impact on customer satisfaction, service quality had significant impact on customer loyalty, service quality had significant impact on Syari’ah Bank Image, Syari’ah Bank image had significant impact on customer trust, Syari’ah Bank image had no significant impact on customer satisfaction, and Syari’ah Bank image had no significant impact on customer satisfaction. The descriptive analysis showed that the level of service quality, image, trust, satisfaction and customer loyalty had a positive level.