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The Effect of Service Quality And Relationship Marketing Towards Customer Loyalty for Sharia Banking (Sharia Banking Study in Makassar Indonesia)

Author

Listed:
  • Muhammad Ridwan Basalamah

    (Faculty economics, University Islam of Malang, East Java, Indonesia,)

  • Moeljadi Moeljadi

    (Faculty of Economy and Business, Brawijaya University, Malang, East Java, Indonesia,)

  • Sunaryo Sunaryo

    (Faculty of Economy and Business, Brawijaya University, Malang, East Java, Indonesia,)

  • Sudjatno Sudjatno

    (Faculty of Economy and Business, Brawijaya University, Malang, East Java, Indonesia)

Abstract

This research aims to empirically test and explain the effect of service quality and relationship marketing towards customer loyalty through the fairness (profit share) and customer satisfaction at Sharia General Bank in Makassar, Indonesia. Data analysis method which use is SEM (Structural Equation Model) with the use of AMOS programme. This approach analysis is quantitative. Service quality affected significantly upon fairness in profit share system and customer satisfaction while relationship marketing affected in customer satisfaction only. This research only take sharia bank customer as the sample and confine the experiment subject in Makassar only. The increase in customer service for those aspectis hoped to build the customer strength to the sharia bank market share. The application of allegiance in sharia banking system would append customer satisfaction value among services offered by the bank and increase the loyalty and product sales of the bank entirely.

Suggested Citation

  • Muhammad Ridwan Basalamah & Moeljadi Moeljadi & Sunaryo Sunaryo & Sudjatno Sudjatno, 2018. "The Effect of Service Quality And Relationship Marketing Towards Customer Loyalty for Sharia Banking (Sharia Banking Study in Makassar Indonesia)," International Review of Management and Marketing, Econjournals, vol. 8(1), pages 107-114.
    • Handle: RePEc:eco:journ3:2018-01-17
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    References listed on IDEAS

    as
    1. Mukhiddin Jumaev & Prof. Dr. Dileep Kumar. M. & Jalal R. M. Hanaysha, 2012. "Impact Of Relationship Marketing On Customer Loyalty In The Banking Sector," Far East Journal of Psychology and Business, Far East Research Centre, vol. 6(4), pages 36-55, March.
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    Cited by:

    1. Sunaryo & Soegeng Wahyoedi & Achmad Sudiro & Sudjatno, 2020. "The Effect of Religiosity on the Improvement of Customer Loyalty Towards Islamic Banks," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(4), pages 132-151.

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    More about this item

    Keywords

    Service Quality; Relationship Marketing; Customer Loyalty; Customer Satisfaction; Fairness;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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