Assyarikah : Journal of Islamic Economic Business
Vol 1, No 1 (2020): Assyarikah: Journal Of Islamic Economic Business

EMPIRICAL STUDY OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: THE ROLE OF INNOVATION CAPABILITY AND ETHICAL BEHAVIOR

Nurul Hidayati (Institut Dirosat Islamiyah Al-Amien Prenduan)
Zainurrafiqi Zainurrafiqi (Madura University)

Article Info

Publish Date
21 Jan 2021

Abstract

Banking sector need to find the right strategy in providing Customer Satisfaction and increase Customer Loyalty. Based on previous empirical research, this study emphasizes the importance of Innovation Capability and Ethical Behavior as the antecedents of Customer Satisfaction. Data were collected from 200 customers of Bank in Pamekasan regency and analyzed using Structural Equation Model (SEM). The major findings include first, Innovation Capability has significant effect on Customer Satisfaction. Second, Ethical Behavior has significant effect on Customer Satisfaction. Third, Customer Satisfaction has significant effect on Customer Loyalty.

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Journal Info
Assyarikah : Journal of Islamic Economic Business
Website

Abbrev

Assyarikah

Publisher

Institut Dirosat Islamiyah Al-Amien Prenduan

Subject

Economics, Econometrics & Finance

Description

Journal of Assyarikah: Journal of Islamic Economic Business is a scientific journal published to support the development of Islamic economics and Islamic finance. Journal of Assyarikah: Journal of Islamic Economics and Islamic Finance will contain articles related to Islamic economic studies in both ...