International Journal of Islamic and Social Sciences (ISOS)
Vol. 1 No. 3 (2021): Vol. 1 No. 3 (2021): ISOS : International Journal of Islamic and Social Science

Effects of Customer Relationship Marketing, Service Quality, and Product Excellence On Customer Value and Its Effects on Satisfaction and Loyalty of PT. Bank Syariah Mandiri Customers

Riduan Mas’ud (Fakultas Ekonomi dan Bisnis Islam UIN Mataram)
Muhamad Yusup (Unknown)

Article Info

Publish Date
24 Dec 2021

Abstract

This research aims to determine the effects of customer relationship marketing, service quality, and product excellence on customer value, and its effects on the satisfaction and loyalty of PT. Bank Syariah Mandiri customers in West Nusa Tenggara (NTB). The research method used survey method involving 250 people as the samples taken in sensus manner. The data collection used questionnaire and the data analysis used Structural Equation Modelling (SEM). Results of the research indicate that each factor and construct affect recursively, namely customer relationship marketing, service quality, and product excellence affecting on the customer value; the customer value affects on the customer satisfaction, and the customer satisfaction affects on the customer loyalty.

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Journal Info
International Journal of Islamic and Social Sciences (ISOS)
Website

Abbrev

isos

Publisher

Universitas Islam Negeri Mataram

Subject

Economics, Econometrics & Finance

Description

International Journal of Islamic and Social Sciences (ISOS) is an open access, peer-reviewed, and refereed journal published by The Islamic Economic and Business Faculty, Universitas Islam Negeri Mataram, Indonesia. The main objective of ISOS is to provide an intellectual platform for the ...