The effect of sharia experience quality on customer loyalty

This study aims to validate the dimensions of sharia experience quality and to determine the effect of sharia experience quality on customer loyalty by customer satisfaction as mediation variable. The sample technique of this study was a purposive sampling of 150 respondents who conducted financing at Islamic banks. SEM-PLS is used to test hypotheses. The results of the second order evaluation show that integration quality, physical environment quality, outcome quality, compliance sharia knowledge, and responsive religious experience had strong effects on sharia experience quality. Sharia experience quality had a significant effect on customer loyalty and customer satisfaction as a partial mediation of sharia experience quality on customer loyalty.

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What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia

International Journal of Bank Marketing ◽

10.1108/ijbm-04-2018-0101 ◽

2019 ◽

Vol 37 (2) ◽

pp. 595-620 ◽

Cited By ~ 12

Author(s):

Hung-Che Wu ◽

Ching-Chan Cheng ◽

Ananda Sabil Hussein

Keyword(s):

Physical Environment ◽

Positive Influence ◽

Outcome Quality ◽

Islamic Banks ◽

Convenience Sample ◽

Content Type ◽

Interaction Quality ◽

Environment Quality ◽

Affective Quality ◽

Experiential Quality

PurposeThe purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers – interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks.Design/methodology/approachThe data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia.FindingsInteraction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty.Practical implicationsThe results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty.Originality/valueThis paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.

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Pengaruh Kinerja Pelayanan Terhadap Loyalitas Pelanggan

Jurnal Riset Bisnis dan Investasi ◽

10.35697/jrbi.v3i1.544 ◽

2017 ◽

Vol 3 (1) ◽

pp. 29

Author(s):

Devi Elvita ◽

Tintin Suhaeni

Keyword(s):

Multiple Regression ◽

Customer Loyalty ◽

Physical Environment ◽

Sampling Technique ◽

Service Performance ◽

Outcome Quality ◽

Analysis Method ◽

Service Line ◽

Environment Quality ◽

Quota Sampling

This study aims to determine the performance of services and customer loyalty mail and parcel as well as how much the influence of service performance to customer loyalty of mail and parcel in PT Pos Indonesia Bandung. Quota sampling technique was used to collect data through questionnaires to 115 people who use the services of courier mail and parcel post with Likert scale. The analysis method used is the multiple regression. The results showed that the performance of services in PT Pos Indonesia are in the category of good/high in terms of interaction quality, physical environment quality, and outcome quality. While customer loyalty mail and parcel that are in the category of average in terms of repeat purchase, purchases across product and service line, refers others and demonstrates immunity to the pull of the competition. The conclusion is the performance of services significantly affect customer loyalty mail and parcel in PT Pos Indonesia Bandung amounted to 54.7%.

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Kualitas Pelayanan Kesehatan Peserta Badan Penyelenggara Jaminan Sosial Kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo

Nursing Inside Community ◽

10.35892/nic.v1i2.55 ◽

2019 ◽

Vol 1 (2) ◽

pp. 33-41

Author(s):

Ruslang Ruslang ◽

Amir Imbaruddin ◽

Halim Halim

Keyword(s):

Physical Environment ◽

Outcome Quality ◽

Probability Sampling ◽

Purposive Sampling ◽

Interaction Quality ◽

Environment Quality

Permasalahan dalam penelitian ini adalah Kualitas Pelayanan Kesehatan Peserta Badan Penyelenggara Jaminan Sosial Kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo. Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan Kesehatan Peserta Badan Penyelenggara Jaminan Sosial Kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo. Metode yang digunakan dalam penelitian adalah pendekatan kuantitatif dengan desain penelitian deskriptif. Populasi dalam penelitian ini adalah peserta Badan Penyelenggara Jaminan Sosial Kesehatan yang telah mendapatkan pelayanan kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo yang berjumlah 10.838 kunjungan. Penetapan sampel dengan menggunakan metode non-probability sampling dengan teknik purposive sampling, sehingga diperoleh sampel sebanyak 99 orang. Hasil penelitian ini menunjukkan bahwa komponen kualitas interaksi (interaction quality) yang mencakup sikap petugas, perilaku petugas dan keahlian petugas dengan nilai rata-rata 4,22 (kategori berkualitas). Komponen kualitas lingkungan fisik (physical environment quality) yang mencakup kondisi ruangan, desain ruangan dan faktor sosial dengan nilai rata-rata 4,04 (kategori berkualitas). Komponen kualitas hasil (outcome quality) yang mencakup kesan dengan nilai rata-rata 4,22 (kategori baik).

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Pengaruh Kinerja Pelayanan Terhadap Loyalitas Pelanggan

Jurnal Riset Bisnis dan Investasi ◽

10.35313/jrbi.v3i1.544 ◽

2017 ◽

Vol 3 (1) ◽

pp. 29-42

Author(s):

Devi Elvita ◽

Tintin Suhaeni

Keyword(s):

Multiple Regression ◽

Customer Loyalty ◽

Physical Environment ◽

Sampling Technique ◽

Service Performance ◽

Outcome Quality ◽

Analysis Method ◽

Service Line ◽

Environment Quality ◽

Quota Sampling

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Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽

10.35917/tb.v21i2.188 ◽

2021 ◽

Vol 21 (2) ◽

pp. 69

Author(s):

Helmy Ilham Nugraha ◽

Anas Hidayat ◽

Putra Endi Catyanadika ◽

Sri Rejeki Ekasasi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Sem Analysis ◽

Website Design ◽

Consumer Loyalty ◽

Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

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PENGARUH SERVICE ENCOUNTER DAN EXPERIENTAL VALUE TERHADAP CUSTOMER SATISFACTION (STUDI KASUS MATAHARI DEPARTMENT STORE MATOS MALANG)

Jurnal Manajemen Indonesia ◽

10.25124/jmi.v18i1.1255 ◽

2018 ◽

Vol 18 (1) ◽

Author(s):

Nuri Purwanto

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Physical Environment ◽

Structural Equation ◽

Department Store ◽

Equation Model ◽

Service Encounter ◽

Purposive Sampling ◽

Service Excellence ◽

Personal Interaction

Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh service encounter terhadap experiental value, serta pengaruh experiental value terhadap customer satisfaction. Responden adalah 115 orang yang pernah melakukan transaksi pembelian di Matahari Department store MATOS Malang minimal 1 kali dalam 1 bulan. Teknik pengambilan sampel mengunakan purposive sampling dan metode analisia data menggunakan Teknik Structural Equation Model. Hasil penelitian ini menemukan: Dari hasil pembahasan yang tertulis di atas, dapat ditarik beberapa kesimpulan yaitu : Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Efficiency, Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Service Excellence, Physical Environment Encounters berpengaruh negatif dan tidak signifikan terhadap Aesthetic, Physical Environment Encounters berpengaruh positif dan signifikan terhdap Playfulnes, Efficiency berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction, Service Excellence berpengaruh positif dan signifikan terhadap Customer Satisfaction, Aesthetic berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction dan yang terakhir Playfulnes berpengaruh positif dan tidak signifikan terhadap Customer Satisfaction.

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Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

Sukkur IBA Journal of Management and Business ◽

10.30537/sijmb.v6i2.485 ◽

2020 ◽

Vol 6 (2) ◽

pp. 1

Author(s):

Soomro Dr. Raheem Bux ◽

Brohi Noor Ahmed ◽

Memon Khair Muhammad ◽

Gilal Rehman Gul

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Food Quality ◽

Physical Environment ◽

Perceived Value ◽

Average Temperature ◽

Environment Quality ◽

Customer Perceived Value ◽

Quality Dimensions

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

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PENINGKATAN LOYALITAS NASABAH BANK SYARIAH MELALUI PENINGKATAN KUALITAS LAYANAN DAN KEPUASAN NASABAH DENGAN VARIABEL RELIGIUSITAS SEBAGAI VARIABEL MODERATING (Studi pada Bank Syariah di Kota Semarang)

Economica Jurnal Ekonomi Islam ◽

10.21580/economica.2016.7.2.1158 ◽

2017 ◽

Vol 7 (2) ◽

pp. 141

Author(s):

Nurhayati Nurhayati ◽

Fatmasaris Sukesti

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Product Quality ◽

Customer Loyalty ◽

Islamic Banks ◽

Long Time ◽

Conventional Banks ◽

Competitive Rivalry ◽

Number Of Customers

<em>Competitive rivalry between conventional banks and Islamic banks make Islamic banks should be able to compete with conventional banks in providing good quality of service, product quality and customer satisfaction, thereby increasing the number of customers. Quality of service also can affect customer loyalty directly and indirectly. The quality of service and satisfaction to encourage customers to be loyal to a company's products and services that have an impact on the improvement of market share for a product. Quality of service and customer satisfaction, especially in service companies is very important in retaining customers in a long time. Quality of service and customer satisfaction will determine the performance of the company. Factors religiosity in Indonesia also played in determining and pushing for elections on islamic bank customers because the system for different results offered by the system of interest of conventional banks. These results indicate that the quality of service and level of customer satisfaction and religiosity jointly effect on customer loyalty. Quality of service and customer satisfaction levels also have an effect on customer loyalty which variabels most influence on customer loyalty is the degree of religiosity.</em>

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FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY INDUSTRI ASURANSI DI YOGYAKARTA

Jurnal Riset Manajemen dan Bisnis ◽

10.21460/jrmb.2018.132.308 ◽

2019 ◽

Vol 13 (2) ◽

pp. 99

Author(s):

Petra Surya Wijaya ◽

Kunto Wibisono ◽

Santi Budiman

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Insurance Industry ◽

Subjective Norms ◽

Corporate Image ◽

Insurance Companies ◽

Purposive Sampling ◽

Interesting Study

Research on the insurance industry in Indonesia is an interesting study to do. The development of the insurance industry in Indonesia has increased by an average of 30% per year, even in 2016 there was an increase of around 78.1% compared to 2015. This makes competition among insurance companies more stringent. The topic of loyalty in the insurance industry is important for the survival of an insurance company.This study aims to examine the effect of salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication on customer loyalty. A total of 100 questionnaires were distributed to insurance users in Yogyakarta using purposive sampling. The results of the study state that all hypotheses built can be supported, or that there is a significant influence on salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication on customer loyalty. Keywords:loyalty, salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication ABSTRAK Penelitian tentang industri asuransi di Indonesia adalah studi yang menarik untuk dilakukan. Perkembangan industri asuransi di Indonesia telah meningkat rata-rata 30% per tahun, bahkan pada tahun 2016 ada peningkatan sekitar 78,1% dibandingkan tahun 2015. Hal ini membuat persaingan antar perusahaan asuransi semakin ketat. Topik kesetiaan dalam industri asuransi penting untuk kelangsungan hidup perusahaan asuransi. Penelitian ini bertujuan untuk menguji pengaruh keahlian tenaga penjual, norma subyektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi terhadap loyalitas pelanggan. Sebanyak 100 kuesioner dibagikan kepada pengguna asuransi di Yogyakarta menggunakan purposive sampling. Hasil penelitian menyatakan bahwa semua hipotesis yang dibangun dapat didukung, atau bahwa ada pengaruh yang signifikan terhadap keahlian tenaga penjual, norma subjektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi pada loyalitas pelanggan. Kata kunci: kesetiaan, keahlian tenaga penjual, norma subjektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi

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Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Journal of Islamic Marketing ◽

10.1108/jima-03-2019-0044 ◽

2019 ◽

Vol 11 (6) ◽

pp. 1691-1705 ◽

Cited By ~ 2

Author(s):

Abror Abror ◽

Dina Patrisia ◽

Yunita Engriani ◽

Susi Evanita ◽

Yasri Yasri ◽

...

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Customer Engagement ◽

Equation Modeling ◽

Islamic Banks ◽

Content Type ◽

Islamic Bank ◽

Moderating Role

Purpose The purpose of this study is to investigate the influential factors of customer loyalty to Islamic banks, namely, service quality, customer satisfaction, customer engagement and religiosity. Design/methodology/approach This study is a survey of 335 Islamic bank customers in West Sumatra, Indonesia. This research deployed purposive sampling and analyzed the data by using covariance-based structural equation modeling. Findings Service quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality–customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty. Research limitations/implications This study is a combination of cross-sectional and a single-country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection are conducted in other countries (e.g. ASEAN countries), which would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g. customer value co-creation and customer commitment); hence, the future study may investigate those factors. Practical implications By considering these Islamic banks’ antecedents, the Islamic banks might enhance their customer loyalty. Also, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision-making. Originality/value This study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic banks, which is, to the authors’ knowledge, neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationships between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole, which have been limited previously.

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