PENGARUH KUALITAS PELAYANAN, CITRA MEREK, DAN KEPERCAYAAN TERHADAP LOYALITAS NABASAH BANK SYARIAH INDONESIA KOTA BENGKULU PASCA INSIDEN GANGGUAN LAYANAN

Authors

  • Marsellina Fitri Sekolah Tinggi Ilmu Ekonomi Syariah Nahdlatul Ulama (STIES-NU) Bengkulu
  • Aan Shar Universitas Islam Negeri (UIN) Fatmawati Sukarno Bengkulu
  • Selamet Fuadi Universitas Muhammadiyah Metro

DOI:

https://doi.org/10.24127/jf.v6i2.1849

Keywords:

Service Quality, Brand Image, Loyalty Trust

Abstract

The performance of sharia banking in Bengkulu Province increased in the fourth quarter of 2022. One of them is Bank Syariah Indonesia. However, recently there was an incident of service disruption/temporary error in the Bank Syariah Indonesia (BSI) banking system. The state-owned sharia bank resulting from the merger of three state-owned banks experienced a service disruption incident in May 2023. This research will evaluate the impact of this incident on customer loyalty by considering service quality, brand image and trust. As a result of this incident, of course there are causes and effects that occur, for example customer loyalty. Therefore, this research aims to determine the influence of service quality, brand image and trust on the loyalty of customers who experience post-incident service disruption/temporary errors. This research uses descriptive quantitative research. The population in this research is Bank Syariah Indonesia customers in Bengkulu City with a total sample of 150 customers taken using purposive sampling technique. The data source used is primary data obtained from questionnaire results, while secondary data is through websites and article publications and others. The research results show that the variables of service quality, brand image and trust have a positive and significant effect on customer loyalty. This means that this research can conclude that Bengkulu City Bank Syariah Indonesia (BSI) customers remain loyal after the temporary service disruption incident

References

Alam, M. M. D., & Noor, N. A. M. (2020). The relationship between service quality, corporate image, and customer loyalty of Generation Y: An application of SOR paradigm in the context of superstores in …. Sage Open.

Boonlertvanich, K. (2019). Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-02-2018-0021

Muzarkosah, I., & Syarifah, W. (2022). Pengaruh Kualitas Pelayanan Dan Brand Image Terhadap Loyalitas Nasabah Dengan Pengetahuan Produk Sebagai Variabel Moderasi (Studi Kasus Bprs Bhakti Sumekar Kantor Cabang Pragaan). NISBAH: Jurnal Perbanka Syariah, 8(1), 1–11.

Octavia, R. (2019). Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pt. Bank Index Lampung. Jurnal Manajemen Pemasaran. http://jurnalpemasaran.petra.ac.id/index.php/mar/article/view/21589

Omoregie, O. K., Addae, J. A., Coffie, S., Ampong, G. O. A., & Ofori, K. S. (2019). Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing, 37(3), 798–820.

Pramana, I., & Rastini, N. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Nasabah Dan Loyalitas Nasabah Bank Mandiri Cabang Veteran Denpasar Bali. E-Jurnal Manajemen Universitas Udayana, 5(1), 706–733.

Ricadonna, N. A., Saifullah, M., & Prasetyoningrum, A. K. (2021). The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks. Jurnal Keuangan Dan Perbankan, 25(2), 311–323.

Trisusanti, Y. (2017). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Loyalitas Nasabah (Studi pada Bank BNI Syariah Kantor Cabang Pekanbaru). Jom Fisip, 4(2), 1–16.

Wahyuni, S., & Ghozali, I. (2019). The impact of brand image and service quality on consumer loyalty in the banking sector. International Journal of Economics and Business Administration, 7(4), 395–402.

Trisusanti, Y. (2017). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Loyalitas Nasabah (Studi pada Bank BNI Syariah Kantor Cabang Pekanbaru). Jom Fisip, 4(2), 1–16.

Wahyuni, S., & Ghozali, I. (2019). The impact of brand image and service quality on consumer loyalty in the banking sector. International Journal of Economics and Business Administration, 7(4), 395–402.

Downloads

Additional Files

Published

2023-11-14

Issue

Vol. 6 No. 2 (2023): NOVEMBER

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.  Creative Commons Attribution 4.0 International License.
  • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of 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 this journal.
  • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
  • The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).

Creative Commons License
Creative Commons License
FIDUSIA : JURNAL KEUANGAN DAN PERBANKAN is licensed under a Creative Commons Attribution 4.0 International License.