Strategi Meningkatkan Loyalitas Nasabah Bank Syariah: Perspektif Kualitas, Kepercayaan, dan Religiusitas
Abstract
This study aims to analyze the influence of service quality, trust, satisfaction, and religiosity on customer loyalty, considering perceived value as a mediating variable. The research was conducted on Islamic bank customers in Indonesia, specifically in the Special Capital Region of Jakarta, using a quantitative approach based on the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method. The study collected data from 292 respondents, with 252 meeting the research criteria. The results indicate that satisfaction, service quality, and religiosity have a positive and significant impact on perceived value, whereas customer trust does not have a significant effect. Furthermore, perceived value has been proven to have a strong influence on customer loyalty. The mediation analysis shows that perceived value significantly mediates the relationship between service quality, satisfaction, and religiosity with customer loyalty, while the relationship between customer trust and loyalty is not mediated by perceived value. These findings confirm that improving service quality, customer satisfaction, and religiosity aspects can enhance customers' perceived value, ultimately leading to greater loyalty. Therefore, Islamic banking institutions should prioritize strategies focused on improving service quality, fulfilling customer satisfaction, and addressing religiosity aspects to enhance perceived value and customer loyalty in the long term.
Keywords
Full Text:
PDFReferences
Agustina, Fitria Ika, ‘Pengaruh Persepsi Nilai Dan Kepuasan Konsumen Terhadap Loyalitas Konsumen Alfamart Di Kota Mataram’, Journal of Chemical Information and Modeling, 53.9 (2020), pp. 1689–99
Alfani, Mufti Hasan, Eka Hendra Saputra, Milani, and Sri Okta Bella, ‘Pengaruh Religiusitas Terhadap Loyalitas Nasabah Melalui Citra Bank Sebagai Variabel Intervening Pada Bank Syariah Di Kota Pekanbaru’, Jurnal Tabarru’ : Islamic Banking and Finance, 7 (2024)
Alshibly, Haitham Hmoud, ‘Customer Perceived Value in Social Commerce: An Exploration of Its Antecedents and Consequences’, Journal of Management Research, 7.1 (2015), pp. 17–37
Astuti, Yulia Widi, Ratno Agriyanto, and Ahmad Turmudzi, ‘Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan Dan Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah’, Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science), 19.3 (2020), pp. 134–58, doi:10.14710/jspi.v19i3.134-158
Atmaja, Jaka, ‘Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Pada Bank BJB’, Jurnal Ecodemica, 2.1 (2018), pp. 49–63 <https://ejournal.bsi.ac.id/ejurnal/index.php/ecodemica/article/view/2713>
Babin, Barry J, William R Darden, and Mitch Griffin, ‘Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value’, Journal of Consumer Research, 20.4 (1994), pp. 644–56
Beneke, J, E Adams, O Demetriou, and R Solomons, ‘An Exploratory Study of the Relationship between Store Image, Trust, Satisfaction and Loyalty in a Franchise Setting’, Southern African Business Review, 15.2 (2011)
Chaber, Anne-Lise, Kyle N Amstrong, Sigit Wiantoro, Vanessa Xerri, Charles Caraguel, Wayne S J Boardman, and others, ‘Bat E-Commerce: Insights into the Extent and Potential Implications of This Dark Trade’, Frontiers in Veterinary Science, 8 (2021), p. 651304
Cronin Jr, J Joseph, Michael K Brady, and G Tomas M Hult, ‘Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments’, Journal of Retailing, 76.2 (2000), pp. 193–218
Dhirtya, Desak Ayu Made Citta, and I Gede Ketut Warmika, ‘Pada Situs Bukalapak Dengan Pertimbangan Tertentu. Sampel Ditentukan Dengan Teknik’, 11.3 (2022), pp. 549–68
Ermawati, Lusy, ‘Pengaruh Brand Image Dan Brand Trust Terhadap Brand Loyalty Pada Konsumen Female Bag Sophie Martin Paris Di Kota Jember’, 2016
Ernilawati, Mira, and Hutomo Atman Maulana, ‘The Influence Of Customer Perceived Value And Customer Trust On Customer Loyalty In J&T Delivery Services Bengkalis’, Inovbiz: Jurnal Inovasi Bisnis Seri Manajemen, Investasi Dan Kewirausahaan, 2.1 (2022), p. 115, doi:10.35314/inovbizmik.v2i1.2489
Faadilah, Indri, and Aldianto Ilham, ‘Prospek Pengembangan Perbankan Syariah Di Indonesia’, Transpor, XX.4 (2005), pp. 57–61
Giovanis, Apostolos, Pinelopi Athanasopoulou, and Evangelos Tsoukatos, ‘The Role of Service Fairness in the Service Quality–Relationship Quality–Customer Loyalty Chain: An Empirical Study’, Journal of Service Theory and Practice, 25.6 (2015), pp. 744–76
Griffin, Jill, ‘Customer Loyalty: Menumbuhkan & Mempertahankan Kesetiaan’, Pelanggan, Terj. Dwi Kartini Yahya. Jakarta: Erlangga, 2016
Haeruddin, Muhammad Ilham Wardhana, and Muhammad Ikhwan Maulana Haeruddin, ‘The Effect of Customer Satisfaction on Customer Loyalty in Kartu As Products in Makassar City’, Jurnal Ad’ministrare, 7.2 (2020), p. 227, doi:10.26858/ja.v7i2.15443
Heri Setiawan, ‘Pengaruh Kualitas Layanan, Persepsi Nilai Dan Terhadap Kepuasan Dan Loyalitas Layanan Mobile Banking’, Jurnal Keuangan Dan Perbankan, 20.3 (2016), pp. 518–28
Hidayah, Nur, Ainun Zamilah, Sofyan Rizal, and Jaharuddin Jaharuddin, ‘The Resilience of Sharia and Conventional Banks in Indonesia during the Covid-19 Pandemic Crisis’, Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah, 13.2 (2021), pp. 209–28, doi:10.15408/aiq.v13i2.23964
Jaharuddin, ‘Meningkatkan Literasi Dan Inklusi Ekonomi Syariah Di Era Digital’, Republika.Id, 2025 <https://analisis.republika.co.id/berita/sqp9d0393/meningkatkan-literasi-dan-inklusi-ekonomi-syariah-di-era-digital> [accessed 24 February 2025]
Jaharuddin, ‘Tantangan Dan Peluang Perbankan Syariah Indonesia Di Tengah Ketidakpastian Global’, Republika.Id, 2024 <https://analisis.republika.co.id/berita/sroaps393/tantangan-dan-peluang-perbankan-syariah-indonesia-di-tengah-ketidakpastian-global> [accessed 23 February 2025]
Kartika, Tika, Achmad Firdaus, and Mukhamad Najib, ‘Contrasting the Drivers of Customer Loyalty; Financing and Depositor Customer, Single and Dual Customer, in Indonesian Islamic Bank’, Journal of Islamic Marketing, 11.4 (2020), pp. 933–59, doi:10.1108/JIMA-04-2017-0040
Kennedy, Mary Susan, Linda K Ferrell, and Debbie Thorne LeClair, ‘Consumers’ Trust of Salesperson and Manufacturer: An Empirical Study’, Journal of Business Research, 51.1 (2001), pp. 73–86
Kotler, Philip, and Kevin Lane Keller, A Framework for Marketing Management (Prentice Hall London, Upper Saddle River, NJ, 2011), ii
Kotler, Philip, Kevin Lane Keller, Mairead Brady, Malcolm Goodman, and Torben Hansen, Marketing Management 3rd Edn PDF EBook (Pearson Higher Ed, 2016)
Kotler, Philip, and Kevin Lane Kemmer, ‘Marketing Management 14th Ed’ (Pearson, 2012)
Macintosh, Gerrard, and Lawrence S Lockshin, ‘Retail Relationships and Store Loyalty: A Multi-Level Perspective’, International Journal of Research in Marketing, 14.5 (1997), pp. 487–97
Mahadin, Bushra K., and Mamoun N. Akroush, ‘A Study of Factors Affecting Word of Mouth (WOM) towards Islamic Banking (IB) in Jordan’, International Journal of Emerging Markets, 14.4 (2019), pp. 639–67, doi:10.1108/IJOEM-10-2017-0414
Mandhachitara, Rujirutana, and Yaowalak Poolthong, ‘A Model of Customer Loyalty and Corporate Social Responsibility’, Journal of Services Marketing, 25.2 (2011), pp. 122–33
McDaniel, Stephen W, and John J Burnett, ‘Consumer Religiosity and Retail Store Evaluative Criteria’, Journal of the Academy of Marketing Science, 18 (1990), pp. 101–12
Morgan, Robert M, and Shelby D Hunt, ‘The Commitment-Trust Theory of Relationship Marketing’, Journal of Marketing, 58.3 (1994), pp. 20–38
Mursid, Ali, and Cedric Hsi Jui Wu, ‘Customer Participation, Value Co-Creation and Customer Loyalty: Evidence from Umrah Travel Agencies in Indonesia’, Journal of Islamic Marketing, 13.3 (2022), pp. 628–48, doi:10.1108/JIMA-06-2020-0190
Novianti, Alifah Dwi, and Luqman Hakim, ‘Pengaruh Pengetahuan, Produk Dan Religiusitas Terhadap Minat Menabung Dengan Variabel Moderating Persepsi’, Jurnal Pendidikan Akuntansi (JPAK), 9.1 (2021), pp. 116–22, doi:10.26740/jpak.v9n1.p116-122
Oliver, Richard L, ‘A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions’, Journal of Marketing Research, 17.4 (1980), pp. 460–69
Parasuraman, A., V. A. Zaithaml, and A. Berry L. L., ‘SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality’, Jurnal Of Retailing, 64.September 2014 (2008), pp. 12–35
Patma, Tundung Subali, Nilawati Fienaningsih, Karisma Sri Rahayu, and I. Gusti Lanang Suta Artatanaya, ‘Impact of Information Quality on Customer Perceived Value, Experience Quality, and Customer Satisfaction From Using Gofood Aplication’, Journal of Indonesian Economy and Business, 36.1 (2021), pp. 51–61, doi:10.22146/jieb.59810
Pramana, I Gede Yogi, and Ni Made Rastini, ‘Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Nasabah Dan Loyalitas Nasabah Bank Mandiri Cabang Veteran Denpasar Bali’ (Udayana University, 2016)
Pratama Hafidz, Gilang, and Khoerunisa Huriyahnuryi, ‘The Effect of Perceived Value on Customer Satisfaction and Customer Loyalty in the Fast-Food Industry in Indonesia’, International Journal of Social Science, Education, Communication and Economics (SINOMICS JOURNAL), 2.1 (2023), pp. 41–62, doi:10.54443/sj.v2i1.113
Rahmansyah Rahmansyah, Marliyah Marliyah, and Atika Atika, ‘Pengaruh Customer Perceived Value Dan Trust Terhadap Loyalitas Pengguna Mobile Banking Dengan Kepuasan Sebagai Variabel Intervening Pada Bank Syariah Indonesia’, MUQADDIMAH: Jurnal Ekonomi, Manajemen, Akuntansi Dan Bisnis, 2.1 (2023), pp. 208–26, doi:10.59246/muqaddimah.v2i1.593
Rashid, Md Harun Ur, Mohammad Nurunnabi, Mahfuzur Rahman, and Md Abdul Kaium Masud, ‘Exploring the Relationship between Customer Loyalty and Financial Performance of Banks: Customer Open Innovation Perspective’, Journal of Open Innovation: Technology, Market, and Complexity, 6.4 (2020), pp. 1–19, doi:10.3390/joitmc6040108
Razak, Abdul, Jusbair Baheri, Muhammad Irsyad Ramadhan, Sekolah Tinggi Ilmu Ekonomi Enam Enam Kendari, and Mi Pengaruh Kepuasan Dan Kepercayaan Terhadap Loyalitas Nasabah Pada Bank Negara Indonesia Cabang Kendari, ‘Pengaruh Kepuasan Dan Kepercayaan Terhadap Loyalitas Nasabah Pada Bank Negara Indonesia (BNI) Cabang Kendari How to Cite (APA Style)’, Journal of Economic and Business, 1.2 (2018), pp. 10–20 <http://journal.stie-66.ac.id/index.php/sigmajeb>
Rizan, Mohammad, Basrah Saidani, and Yusiyana Sari, ‘Pengaruh Brand Image Dan Brand Trust Terhadap Brand Loyalty Teh Botol Sosro’, Jurnal Riset Manajemen Sains Indonesia (JRMSI), 3.1 (2012)
Robani, Daffa Quthbir, Daffa Dwi Saputra, Yoga Aditiya Pratama, and Mohamad Zein, ‘The Literature Review of Service Quality on Customer Satisfaction in Indonesian Banks’, 2024
Roberts-Lombard, Mornay, Vernon Albert Pieterse, and Lennet Gabriel, ‘Strengthening the Satisfaction–Loyalty Link: A Study of Mediating Factors in the Retail Banking Industry of South Africa’, European Business Review, 2024, doi:10.1108/EBR-04-2024-0127
Rofiq, Ainur, ‘Pengaruh Dimensi Kepercayaan (Trust) Terhadap Partisipasi Pelanggan E-Commerce’, Universitas Brawijaya Malang, 2007
Rohmah, Laelatur, Desy Meina Indrasari, and Agus Eko Sujianto, ‘Pentingnya Bank Syariah Dalam Mengelola Keuangan Masyarakat Indonesia’, Jurnal Akuntan Publik, 1.2 (2023), pp. 70–80 <https://doi.org/10.59581/jap-widyakarya.v1i2.359>
Sangadji, Etta Mamang, ‘Sopiah, Perilaku Konsumen, Yogyakarta: CV’, Andi Offset, 2013
Shah Alam, Syed, Rohani Mohd, and Badrul Hisham, ‘Is Religiosity an Important Determinant on Muslim Consumer Behaviour in Malaysia?’, Journal of Islamic Marketing, 2.1 (2011), pp. 83–96
Soegoto, Agus Supandi, ‘Persepsi Nilai Dan Kepercayaan Terhadap Kepuasan Dan Dampaknya Terhadap Loyalitas Konsumen’, Jurnal EMBA, 1.3 (2013), pp. 1271–83 <https://ejournal.unsrat.ac.id/index.php/emba/article/view/2548>
Suhendra, Garit, and Edy Yulianto, ‘Pengaruh Kualitas Layanan Terhadap Nilai Pelanggan Dengan Kepuasan Sebagai Variabel Mediator (Survei Pada Pelanggan Bukalapak.Com)’, Jurnal Administrasi Bisnis (JAB), 51.2 (2017), pp. 58–67
Suroso, Djamaludin Ancok, and Djamaludin Ancok, ‘Psikologi Islam Solusi Islam Atas Problem-Problem Psikologi’, Yogyakarta: Pustaka Pelajar, 2011
Sweeney, Jillian C, and Geoffrey N Soutar, ‘Consumer Perceived Value: The Development of a Multiple Item Scale’, Journal of Retailing, 77.2 (2001), pp. 203–20
Syahputra, Rico, ‘The Influence of Service Quality on Customer Trust’, 7.1 (2023), pp. 320–27, doi:10.2991/aebmr.k.201222.037
Tyas Untari, Dhian, Fata Nidaul Khasanah, Timorora Sandha Perdhana, Tulus Sukreni, Basuki Antariksa, and Yanuar Farida Wismayanti, ‘The Effect of Customer Perception Value on Customer Satisfaction on Consumers of Religious Tour Packages in Bekasi-West Java; Purchase Intention as an Intervening Variable’, International Journal of Social Science and Business, 8.1 (2024), pp. 84–92 <https://doi.org/10.23887/ijssb.v8i1.68148>
Wafa, Riki Siril, Sujito Sujito, and DC Kuswardani, ‘Persepsi Nilai Mampu Memediasi Terwujudnya Kepuasan Pelanggan’, Magisma: Jurnal Ilmiah Ekonomi Dan Bisnis, 11.2 (2023), pp. 181–92, doi:10.35829/magisma.v11i2.325
Wati, Mirna, and Bambang Sudibyo, ‘Pengaruh Pendidikan Etika Bisnis Dan Religiusitas Terhadap Persepsi Etis Mahasiswa Akuntansi’, Jurnal Economia, 12.2 (2016), p. 183, doi:10.21831/economia.v12i2.11775
Yum, Kyeongmin, and Jongnam Kim, ‘The Influence of Perceived Value, Customer Satisfaction, and Trust on Loyalty in Entertainment Platforms’, Applied Sciences (Switzerland), 14.13 (2024), pp. 1–18, doi:10.3390/app14135763
Zeithaml, Valarie A, ‘Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence’, Journal of Marketing, 52.3 (1988), pp. 2–22
DOI: http://dx.doi.org/10.35931/aq.v19i2.4886
Refbacks
- There are currently no refbacks.
Copyright (c) 2025 Alisa Hana Mumtaz, Jaharuddin Jaharuddin
This work is licensed under a Creative Commons Attribution 4.0 International License.
Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan
index by:
Publish by:
Sekolah Tinggi Ilmu Al-Qur'an Amuntai
Contact us:
Address: Jl. Rakha Pakapuran, Amuntai Utara
Kabupaten : Hulu Sungai Utara
Kode Pos : 71471
Provinsi : Kalimantan Selatan
Telephone : 085251613000
Email: hafizhihusinsungkar@gmail.com
This work is licensed under a Creative Commons Attribution 4.0 International License