PENGARUH FAKTOR-FAKTOR KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN BANK SYARI’AH DI DAERAH ISTIMEWA YOGYAKARTA DAN JAWA-TENGAH

Ganis Wirawan, Dosen STIE YKP Yogyakarta

  • Jurnal UCY
Keywords: customer satisfaction, loyalty, Structural Equation Modelling, perceived quality, perceived value, and customer expectation.

Abstract

The objective of this research is to analyze the loyalty of customers in Sharia Banking inYogyakarta and Central of Java. This study usesperceived quality factor, perceived value factor,customer expectation factor, and customer satisfaction identification factors which affects customer loyalty. The sample of this research is Bank Muamalat, BNI 46 Syari’ah, and Bank Syari’ahMandiri in Yogyakarta, Surakarta, Semarang and Pekalongan. The sample consists of 350 respondents. Respondents are the ones who have been customers for 1 year or more. Sampling convenience method is used in collecting sample. Structural Equation Modelling (SEM) is used to examine a series of simultaneouslydependence relationship byusing LISREL 8.5 programs. Based on Structural Equation Modelling analysis, the result shows that the factors of perceived quality and perceived value have positively significant influence to customer satisfaction in Sharia Banking in Yogyakarta and Central of Java. On the other hand,factor ofcustomer expectation is not significant. The more positiveand significantthe customer satisfaction, which is caused by the increasing of perceived quality and perceived value factors, makes the customer loyalty in Sharia Banking at Yogyakarta and Central of Java become higher.

Published
2019-04-26