IDEAS home Printed from https://ideas.repec.org/a/scn/031261/16967535.html
   My bibliography  Save this article

Influence of service and satisfaction towards customer’s loyalty: a study in state-owned Islamic bank in Makassar, Indonesia

Author

Listed:
  • BASALAMAH MUHAMMAD RIDWAN

    (Faculty of Economy and Business, University of Brawijaya)

  • MOELJADI M.

    (Faculty of Economy and Business, University of Brawijaya)

  • SUNARYO S.

    (Faculty of Economy and Business, University of Brawijaya)

  • SUDJATNO S.

    (Faculty of Economy and Business, University of Brawijaya)

Abstract

The number of Islamic bank in Makassar keeps increasing. The bank grows rapidly because of some competitive advantages it offers. In order to provide prime service for their customers, Islamic banks are supposed to improve their quality of service. Otherwise, customers may choose to save their money in other banks. Service quality is essential ijn order to survive business competition and maintain customer’s loyalty. The purpose of the study is: 1) evaluate and analyze the influence of quality of service towards customer’s loyalty and 2) evaluate and analyze the influence of satisfaction towards customer’s loyalty. The setting of the study was 4 (four) Islamic banks in Makassar. The population was 200 state-owned Islamic bank customers in Makassar. The study was primary study. The data analysis method was SEM (Structural Equation Model). The findings showed that first, the quality of service had direct and non-significant influence towars customer loyalty and second, customer satisfaction has direct and significant influence towards customer loyalty.

Suggested Citation

  • Basalamah Muhammad Ridwan & Moeljadi M. & Sunaryo S. & Sudjatno S., 2017. "Influence of service and satisfaction towards customer’s loyalty: a study in state-owned Islamic bank in Makassar, Indonesia," Russian Journal of Agricultural and Socio-Economic Sciences, CyberLeninka;Редакция журнала Russian Journal of Agricultural and Socio-Economic Sciences, vol. 61(1), pages 60-65.
    • Handle: RePEc:scn:031261:16967535
    as

    Download full text from publisher

    File URL: http://cyberleninka.ru/article/n/influence-of-service-and-satisfaction-towards-customer-s-loyalty-a-study-in-state-owned-islamic-bank-in-makassar-indonesia
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:scn:031261:16967535. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CyberLeninka (email available below). General contact details of provider: http://cyberleninka.ru/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.