2 YEARS AFTER MERGERS: SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY BANK SYARIAH INDONESIA CUSTOMERS
Downloads
After going through the transition period until the second year, Bank Syariah Indonesia has some tasks to be carried out after mergers with three established sharia banks that have different sectors and backgrounds of customers, making it somewhat challenging for Bank Syariah Indonesia to maintain service quality, satisfaction, and loyalty from customers of the three previous banks. This study is quantitative research; data from distributed questionnaires online to Bank Syariah Indonesia customers that have used Bank Mandiri Syariah, Bank BRI Syariah, and Bank BNI Syariah and have used Bank Syariah Indonesia for two years yielded 206 answers. The data analysis technique is SEM PLS with SmartPLS 4.0. From this study, we find a significant relationship between Service Quality with Customer Loyalty, Customer Satifaction with Customer Loyalty, Service Quality with Customer Satisfaction, and Service Quality with Customer Loyalty through the intervention of Customer Satisfaction. concluded that customers agree that they are still receiving service quality and satisfaction with Bank Syariah Indonesia compared with three previous banks and agree that they will give their loyalty to Bank Syariah Indonesia.
Keywords: Mergers, Bank Syariah Indonesia, Service Quality, Customer Satisfaction, Customer Loyalty.
Copyright (c) 2023 Bayhaqy Mochamad, Dina Fitriasia Septiarini
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with Airlangga International Journal of Islamic Economics and Finance agree to the following terms:
- Authors retain copyright and grant AIJIEF the right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to remix, adapt and build upon the work with an acknowledgment of the work's authorship and of the initial publication in AIJIEF.
- Authors are permitted to copy and redistribute the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in AIJIEF.