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All Journal Islamadina : Jurnal Pemikiran Islam Li Falah: Jurnal Studi Ekonomi dan Bisnis Islam al-Uqud : Journal of Islamic Economics Muqtasid: Jurnal Ekonomi dan Perbankan Syariah MADANIA: JURNAL KAJIAN KEISLAMAN Maliki Islamic Economics Journal
Ade Sofyan Mulazid
Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Journal : Maliki Islamic Economics Journal

 1 
Finding Customer Satisfaction and Loyalty Factors in Islamic Bank Digital Users Ade Sofyan Mulazid; Fatmawati Fatmawati
Maliki Islamic Economics Journal Vol 3, No 1 (2023): Maliki Islamic Economics Journal
Publisher : Faculty of Economics UIN Maulana Malik Ibrahim Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18860/miec.v3i1.21240

Abstract

The study aims to investigate the influence of brand image, service quality, and trust on customer satisfaction and loyalty of Islamic bank digital users. This study uses primary data by distributing questionnaires to customers who have used Islamic bank digital applications. The research sample amounted to 100 respondents and used the purposive sample method. The method used in this study is Partial Least Square (PLS) using SmartPLS 3.0 data analysis tool. The results showed that brand image, service quality, and trust affect satisfaction. Brand image and service quality do not affect loyalty. Satisfaction affects loyalty. Brand image, service quality, and trust affect loyalty through customer satisfaction. This research provides a theoretical contribution to literature development as a pioneering effort to investigate the influence of brand image, service quality, and trust on customer satisfaction and loyalty of Islamic bank digital users. Managerial implications, Islamic banking seeks to develop facilities to improve customer service efficiency by implementing brand image, service quality and trust, thereby increasing customer satisfaction and loyalty.
Co-Authors Erik Rif’ad Hendra Putra Fatmawati Fatmawati Risna Nurjanah Sisca Juliana Vista Qonitah Qotrun Nuha