Open Journal Systems
Islamic Commercial Bank Customer Loyalty with Customer Satisfaction as An Intervening Variable
Abstract
This study sought to examine and evaluate the elements that affect customer loyalty in Islamic commercial Banks, using a quantitative associative method and intervened by customer satisfaction variable. The distribution of survey questions was utilized to collect data. SEM PLS ver.3 Software is used to process and analyze the data. According to the findings, customer loyalty was influenced by brand equity and customer satisfaction. However, customer loyalty was not influencing customers among ICBs. Theoretically, this study implies that banking awards and client pride make it easier for consumers and potential customers to learn about the quality of ICBs’ products and services and trust them. It indicates that the public believes the services offered by ICBs to be of average quality, falling short of excellence. Therefore, ICBs must increase banking awards and client pride to make it easier for clients and prospective consumers to recognize and trust the quality and services.
Keywords
References
Abd Ghani, M., Rahi, S., Mansour, M., Abed, H., & Alnaser, F. M. (2017). Determinants of Customer Loyalty: The Role of Service Quality, Customer Satisfaction and Bank Image of Islamic Banks in Palestine. International Journal of Economics & Management Sciences, 6(5), 1–4. https://doi.org/10.4172/2162-6359.1000461
Abdullah, K. A., Marnisah, L.-, & Hildayanti, S. K. (2018). Pengaruh Brand Equity Terhadap Loyalitas Nasabah PT. Bank Panin Dubai Syariah, Tbk. Cabang Palembang. Jurnal Ecoment Global, 3(1), 362–372. https://doi.org/10.35908/jeg.v3i1.358
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2019). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
Afiff, A. Z., & Astuti, R. D. (2013). The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia. ASEAN Marketing Journal, 1(1), 13–24. https://doi.org/10.21002/amj.v1i1.1978
Ahmad, Z., & Hashim, R. (2011). Customer’s Brand Equity and Customer Loyalty: A Study on Hotel’s Conference Market. World Applied Sciences Journal, 12(Special Issue of Tourism & Hospitality), 44–49. https://www.researchgate.net/profile/Rahmat_Hashim2/publication/258960227_Customer’s_Brand_Equity_and_Customer_Loyalty_A_Study_on_Hotel’s_Conference_Market/links/00b4952984f387c4b9000000/Customers-Brand-Equity-and-Customer-Loyalty-A-Study-on-Hotels-Confer
Aisyah, M. (2018). Islamic Bank Service Quality and Its Impact on Indonesian Customers’ Satisfaction and Loyalty. Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah, 10(2), 367–388. https://doi.org/10.15408/aiq.v10i2.7135
Alafeef, M. (2020). The Influence of Service Marketing Mix on Customer Loyalty towards Islamic Banks: Evidence from Jordan. International Journal of Academic Research in Accounting, Finance and Management Sciences, 10(3), 239–255. https://doi.org/10.6007/ijarafms/v10-i3/7862
Albaity, M., & Rahman, M. (2021). Customer loyalty towards islamic banks: The mediating role of trust and attitude. Sustainability (Switzerland), 13(19), 1–19. https://doi.org/10.3390/su131910758
Albari & Kartikasari. (2019). The Influence of Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty. In AJEFB - Asian Journal of Entrepreneurship and Family Business (Vol. 3, Issue 1). https://www.researchgate.net/publication/339796640_The_Influence_of_Product_Quality_Service_Quality_and_Price_on_Customer_Satisfaction_and_Loyalty
Ali Khan, M., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302. https://doi.org/DOI: 10.1108/SAJBS-01-2019-0016
Alshurideh, M. T., Al-Hawary, S. I. S., Mohammad, A. M. E., Al-Hawary, A. A., & Al Kurdi, B. H. (2017). The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty. Journal of Management Research, 9(2), 139–159. https://doi.org/10.5296/jmr.v9i2.10664
Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280–306. https://doi.org/10.1108/IJBM-10-2014-0139
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627
Amoako, G. K. (2019). Relationship Marketing, Orientation, Brand Equity and Firm Value: The Mediating Role of Customer Value—An Emerging Market Perspective. Journal of Relationship Marketing, 18(4), 1–29. https://doi.org/10.1080/15332667.2019.1639589
Amstrong, G., Kotler, P., Trifts, V., & Buchwitz, L. A. (2017). Marketing an Introducing. Toronto: Pearson Education, Inc. https://b-ok.asia/book/6042427/779a45
Andhika, A. (2021). Pengaruh Kepuasan Nasabah, Ekuitas Merek, Citra Perusahaan, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan. Syntax Literate ; Jurnal Ilmiah Indonesia, 6(12), 6014–6030. https://doi.org/10.36418/syntax-literate.v6i12.5035
Andreani, F., Taniaji, T. L., & Made Puspitasari, R. N. (2012). The Impact of Brand Image Towards Loyalty with Satisfaction as A Mediator in McDonald’s. Jurnal Manajemen Dan Kewirausahaan, 14(1), 63–70. https://doi.org/10.9744/jmk.14.1.64-71
Aramburu, I. A., & Pescador, I. G. (2019). The Effects of Corporate Social Responsibility on Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus Commercial Banks in the Basque Country. Journal of Business Ethics. https://doi.org/10.1007/s10551-017-3438-1
Armstrong, G., Kotler, P. T., Trifts, V., & Buchwitz, L. A. (2017). Marketing: An Introduction. Canada Inc: Pearson. https://b-ok.asia/book/3606203/0faab8
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2019). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Aspizain, C. (2016). The Effects Of Service Quality And Corporate Rebranding On Brand Image, Customer Satisfaction, Brand Equity And Customer Loyalty: Study In Advertising Company At TVONE. Russian Journal of Agricultural and Socio-Economic Sciences, 60(12), 209–217.
Azam, A. (2015). Investigation of psychological dimensions of trust on e-loyalty: A case of Saudi Arabia consumers. Journal of Islamic Marketing, 6(2), 224–249. https://doi.org/10.1108/JIMA-12-2013-0083
Bojei, J., & Hoo, W. C. (2012). Brand equity and current use as the new horizon for repurchase intention of smartphone. International Journal of Business and Society, 13(1), 33–48.
Budiarti, A., Surachman, Hawidjojo, & Djumahir. (2013). Brand Equity and Customer Satisfaction as the Mediation of Advertisement influence and the Service Quality to Loyalty the Passengers of International Flight at Garuda Indonesia Airlines. IOSR Journal of Business and Management, 9(2), 1–15. https://doi.org/10.9790/487X-0920115
Budiawati, A. D. (2019). Rahasia Dapur` Bank Syariah Jaga Loyalitas Nasabah. Https://Www.Dream.Co.Id/. https://www.dream.co.id/dinar/cara-bank-syariah-jaga-loyalitas-nasabah-190315v.html
Chen, C. F., & Myagmarsuren, O. (2011). Brand equity, relationship quality, relationship value, and customer loyalty: Evidence from the telecommunications services. Total Quality Management and Business Excellence, 22(9), 957–974. https://doi.org/10.1080/14783363.2011.593872
Christawati, I. (2020). Wawancara Penelitian Pendahuluan. Surabaya.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(322–332), 1–11. https://doi.org/10.1016/j.jretconser.2018.07.007
Elmontaser, M. A., & Alhabshi, S. M. B. S. J. (2016). The impact of service quality on Malaysian muslim islamic bank customers: Satisfaction, loyalty and retention. Al-Shajarah, 21(3). https://journals.iium.edu.my/shajarah/index.php/shaj/article/view/418
Elsamen, A. A. A. (2015). Online Service Quality and Brand Equity: The Mediational Roles of Perceived Value and Customer Satisfaction. Journal of Internet Commerce, 14(4), 509–530. https://doi.org/10.1080/15332861.2015.1109987
Fathima, Y. A., & Muthumani, S. (2015). Customer Loyalty in Internet Banking. Research Journal of Applied Sciences, Engineering and Technology, 10(6), 701–706. https://doi.org/10.19026/rjaset.10.2480
Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269–289. https://doi.org/10.1108/JIMA-04-2017-0048
Fauziah, A., & Irwanto, J. (2020). Brand Equity Dimensions of Mediation in Satisfaction as Customer Loyalty. Wiga : Jurnal Penelitian Ilmu Ekonomi, 10(1), 66–77. https://doi.org/10.30741/wiga.v10i1.518
Ferdinand, A. (2014). Structural Equation Modeling Dalam Penelitian Manajemen (5th ed.). BP Undip.
Fitri, L. E., Lubis, P., & Amri, A. D. (2019). The Determinants Of Customer Loyalty In Sharia Bank In Jambi With Islamic Approach. Maqdis : Jurnal Kajian Ekonomi Islam, 4(2), 129–140. https://doi.org/10.15548/maqdis.v4i2.251
Fitria, L. E., Basrib, Y. Z., & Maryantib, T. (2019). The Mediating Effect of Customer Satisfaction on Customer Loyalty: A Study of Islamic Banks in Indonesia. Journal of Islamic Finance, 8(1), 048–059. https://journals.iium.edu.my/iiibf-journal/index.php/jif/article/download/304/151
Fitriasari, R., Kamaliah, K., & Basri, Y. M. (2018). Pengaruh Syariah Governance Terhadap Kinerja Bank Syariah Dengan Loyalitas Nasabah Sebagai Variabel Mediasi (Studi Pada Bank Umum Syariah Dan Unit Usaha Syariah Di Provinsi Riau). Ekonomi, 26(3), 147–163. https://doi.org/DOI: http://dx.doi.org/10.31258/je.26.3.p.147-163
González-Mansilla, Ó., Berenguer-Contrí, G., & Serra-Cantallops, A. (2019). The impact of value co-creation on hotel brand equity and customer satisfaction. Tourism Management, 75, 51–65. https://doi.org/10.1016/j.tourman.2019.04.024
Hair, J., B., W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. New Jersey: Prentice-Hall, Inc. https://b-ok.asia/book/5393975/e2f865
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). In Thousand Oaks: Sage. (2nd ed.). https://b-ok.asia/book/3675124/deb725
Hakim, L., Susanti, N., & -, U. (2017). Influence of Customer Relationship Management, Brand Equity, Perceived Product Quality, Perceived Price on Customer Value and Purchase Intention (Studies Philips Light Bulb in Batam). International Journal of Economics and Finance, 9(7), 122–131. https://doi.org/10.5539/ijef.v9n7p122
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27–42. https://doi.org/10.1108/09564239610129931
Hasnelly, & Yusuf, E. (2012). Analysis of Market-Based Approach on the Customer Value and Customer Satisfaction and Its Implication on Customer Loyalty of Organic Products in Indonesia. Procedia - Social and Behavioral Sciences, 40, 86–93. https://doi.org/10.1016/j.sbspro.2012.03.165
Hasrat, T., Mahfudnurnajamuddin, ., Djamereng, A., Hasan, S., & Budiandriani, . (2020). An Examination of The Determinants of Customer Loyalty. European Journal of Business and Management Research, 5(4), 1–6. https://doi.org/10.24018/ejbmr.2020.5.4.478
Hendrata, A. A., Tinaprilla, N., & Safari, A. (2021). The Effect of Brand Equity and Electronic Word of Mouth (E - WOM) on Customer Satisfaction and Loyalty in E-commerce Marketplace. International Journal of Research and Review, 8(4), 308–315. https://doi.org/10.52403/ijrr.20210437
Hidayat, R., Akhmad, S., & Machmud, M. (2015). Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java. Al-Iqtishad: Journal of Islamic Economics, 7(2), 151–164. https://doi.org/10.15408/ijies.v7i2.1681
Husnurrosyidah, H. (2019). Pengendalian Internal, Love Of Money Terhadap Kecenderungan Kecurangan Akuntansi di BMT Kabupaten Kudus. Ekonika : Jurnal Ekonomi Universitas Kadiri, 4(2), 140–156. https://doi.org/10.30737/ekonika.v4i2.434
Ilunsari, A. W. (2019). Wawancara Penelitian Pendahuluan. Surabaya.
Indana, R. (2020). Effect of Customer Value and Satisfaction on Customer Loyalty: Evidence on Indonesian Islamic Bank. EkBis: Jurnal Ekonomi Dan Bisnis, 4(1), 413–422. https://doi.org/10.14421/ekbis.2020.4.1.1248
Istikomah, & Mulazid, A. S. (2018). Pengaruh Brand Image Dan Kepercayaan Terhadap Loyalitas Nasabah PT. BNI Syariah Cabang Fatmawati Jakarta. EQUILIBRIUM: Jurnal Ekonomi Syariah, 6(1), 78–92. https://doi.org/http://dx.doi.org/10.21043/equilibrium.v6i1.3086.
Jiang, L., Jun, M., & Yang, Z. (2016). Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce? Service Business, 10(2), 301–317. https://doi.org/10.1007/s11628-015-0269-y
Kashif, M., Abdur Rehman, M., & Pileliene, L. (2016). Customer perceived service quality and loyalty in Islamic banks. The TQM Journal, 28(1), 62–78. https://doi.org/10.1108/TQM-01-2014-0006
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244. https://doi.org/10.1108/IJTC-09-2017-0044
Kotler, P., & Keller, K. L. (2016). Marketing Mangement. In Pearson Edition Limited. https://b-ok.asia/book/3357739/fa6044
Kotler, Philip, & Keller, K. L. (2012). Marketing management. Pearson Education International.
Kurniati, R. R., Arifin, Z., Hamid, D., & Suharyono. (2015). The Effect of Customer Relationship Marketing (CRM) and Service Quality to Corporate Image, Value, Customer Satisfaction, and Customer Loyalty. European Journal of Business and Management, 7(11), 107–119. https://doi.org/10.1.1.735.5130
Kurniawan, P., & Sumardi, D. (2018). Pengaruh Ekuitas Merek Dan Kepuasan Konsumen Terhadap Loyalitas KonsumeN (Study Kasus Terhadap Produk Tabungan Pasar pada PD BPR Bank Cirebon). Value : Jurnal Manajemen Dan Akuntansi, 10(1). https://doi.org/10.32534/jv.v10i1.315
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM Journal, 32(6), 1525–1540. https://doi.org/10.1108/TQM-05-2019-0150
Liu, F.-M., Hu, Y.-Ji., Kao, J.-Y., & Ching, S.-L. (2016). Examining the indirect effect of customer involvement for the relationship between brand equity and customer loyalty. International Journal of Organizational Innovation, 9(2), 76–85. https://www.ijoi-online.org/index.php/back-issues/50-volume-9-number-2-october-2016
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540–556. https://doi.org/10.1108/IJBM-11-2016-0164
Manik, A. F. I. (2019). Customer Satisfaction and Loyalty in Islamic Banking: The Role of Quality, Economic, and Image. IOP Conference Series: Materials Science and Engineering, 662(3). https://doi.org/10.1088/1757-899X/662/3/032027
Maroofi, F. (2012). Investigating the Service Brand , Customers Value and its Perspective. International Journal of Academic Research in Accounting, Finance and Management Sciences, 2(4).
Mohsin Butt, M., & Aftab, M. (2013). Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context. International Journal of Bank Marketing, 31(1), 6–23. https://doi.org/10.1108/02652321311292029
Mutmainnah, M. (2018). Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Manajemen Dan Pemasaran Jasa, 10(2). https://doi.org/10.25105/jmpj.v10i2.2344
Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty. Journal of Asian Finance, Economics and Business, 7(8), 395–405. https://doi.org/10.13106/JAFEB.2020.VOL7.NO8.395
Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer (13th ed.). Mc Graw Hill. https://doi.org/https://doi.org/10.4324/9781315700892
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2019). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405. https://doi.org/10.1108/IJBM-03-2019-0096
Pasha, A. T., & Waleed, A. (2016). Factors Affecting Customer Loyalty In Banking Sector Of Punjab, Pakistan. Paradigms, 10(2), 43–52. https://doi.org/10.24312/paradigms100204
Pratama, M. A., Siregar, R. P. S., & Sihombing, S. O. (2019). The Effect of Consumer-Based Brand Equity and Satisfaction on Loyalty: An Empirical Study. Jurnal Economia, 15(2), 275–291. https://doi.org/10.21831/economia.v15i2.27314
Rachmawati, N. A., Gani, L., & Rossieta, H. (2017). Loyalitas Nasabah Dan Kinerja Perbankan Di Indonesia. Jurnal Keuangan Dan Perbankan, 21(1), 144–156. https://doi.org/10.26905/jkdp.v21i1.1235
Rahayu, Y. S., Setiawan, M., Irawanto, D. W., & Rahayu, M. (2020). Muslim customer perceived value on customer satisfaction and loyalty: Religiosity as a moderation. Management Science Letters, 10(5), 1011–1016. https://doi.org/10.5267/j.msl.2019.11.009
Rahim, Z. A., Voon, B. H., & Mahdi, R. (2020). The impact of service quality on business commitment in contract manufacturing services: an exploratory study of F&B industry in Malaysia. International Journal of Business and Society, 21(1), 197–216.
Rahman, A. U. (2016). Customer Loyalty Toward Islamic and Conventional Banks; Mediator Role of Customer Satisfaction. SSRN Electronic Journal, 1(5), 1–23. https://doi.org/10.2139/ssrn.2860534
Ramadhian, R., Hendriani, S., & Restuti, S. (2018). Peran Brand Equity Terhadap Customer Value Dan Repurchase Intention Produk Kartu Simpati Di Kota Pekanbaru. Jurnal Daya Saing, 4(1), 115–122. https://doi.org/10.35446/dayasaing.v4i1.141
Ramaseshan, B., Rabbanee, F. K., & Hui, L. T. H. (2013). Effects of customer equity drivers on customer loyalty in B2B context. Journal of Business and Industrial Marketing, 28(4), 335–346. https://doi.org/10.1108/08858621311313929
Rangkuti, F. (2012). Measuring Customer satisfaction: Gaining Customer Relationship Strategy. In Jakarta: PT. Gramedia Pustaka Utama. PT. Gramedia Pustaka Utama.
Rashid, M. H. U., Nurunnabi, M., Rahman, M., & Masud, M. A. K. (2020). 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). https://doi.org/10.3390/joitmc6040108
Redda, E. H., Surujlal, J., & Leendertz, V. (2017). Internet banking service quality in South Africa: A qualitative analysis of consumer perceptions. International Journal of Trade and Global Markets, 10(1), 67–74. https://doi.org/10.1504/IJTGM.2017.082373
Rita, R., & Kumayas, F. F. (2020). Analisis Pengaruh Brand Equity dan Perceived Product Quality terhadap Customer Value. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 3(1), 111–118. https://doi.org/10.36778/jesya.v3i1.131
Rizma. (2019). Wawancara Penelitian Pendahuluan. Surabaya.
Rofiq, A., Suryadi, N., & Faidah, N. N. (2009). Peran Ekuitas Merek Terhadap Loyalitas Pelanggan Pada Industri Telepon Seluluer. The 3rd National Conference on Management Research, 1–14. http://ainurrofiq.lecture.ub.ac.id/files/2012/02/MP.PERANAN-EKUITAS-MEREK-TERHADAP-LOYALITAS-PELANGGAN-PADA.pdf
Sari, D. C., & Marlien, R. A. (2019). Pengaruh kualitas layanan, kepercayaan, dan nilai pelanggan terhadap loyalitas pelanggan (Studi pada nasabah tabungan Bank BNI Syariah Cabang Semarang). Proceeding SENDI_U.
Sayani, H. (2015). Customer satisfaction and loyalty in the United Arab Emirates banking industry. International Journal of Bank Marketing, 33(3), 351–375. https://doi.org/10.1108/IJBM-12-2013-0148
Seiler, V., Rudolf, M., & Krume, T. (2013). The influence of socio-demographic variables on customer satisfaction and loyalty in the private banking industry. International Journal of Bank Marketing, 31(4), 235–258. https://doi.org/10.1108/IJBM-10-2012-0101
Sekaran, U., & Bougie, R. (2016). Research methods for business: A Skill Building Approach. Chichester, West Sussex: John Willey & Sons. https://b-ok.asia/book/3361105/8c0975
Sondakh, C. (2014). Kualitas Layanan, Citra Merek dan Pengaruhnya Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan (Studi pada Nasabah Taplus BNI Cabang Manado). Riset Bisnis Dan Manajemen, 3(1), 19–32.
Sriyani, N. (2019). Effect Of Brand Equity And Marketing Mix On Customer Satisfaction And Impact On Customer Loyalty. EAJ (ECONOMICS AND ACCOUNTING JOURNAL), 2(3), 206. https://doi.org/10.32493/eaj.v2i3.y2019.p206-214
Subagiyo, R. (2016). Metode Penelitian Ekonomi Islam: Konsep dan Penerapan. Jakarta: Alim’s Publishing.
Subagiyo, R., & Adlan, M. A. (2018). Analisis dampak brand loyalty, brand awareness, perceived quality dan brand association Terhadap customer value pada mahasiswa Fakultas Ekonomi dan Bisnis Islam IAIN Tulungagung. An-Nisbah: Jurnal Ekonomi Syariah, 4(2), 200–224. https://doi.org/DOI: 10.21274/an.2018.4.2.191-214
Sudarsono, H., Nugrohowati, R. N. I., & Tumewang, Y. K. (2021). The Effect of Zakat Institution System and Government Support on Intention to Pay Zakat: Knowledge as A Moderating Variable. Equilibrium: Jurnal Ekonomi Syariah, 9(2), 253–274. https://doi.org/10.21043/equilibrium.v9i2.11605
Sugiyono. (2015). Metode Penelitian Kombinasi (Mixed Methods). Bandung: Alfabeta.
Suliyanto. (2013). Pengaruh Nilai Pelanggan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan: Switching Cost Sebagai Variabel Moderasi. Jurnal Ekonomi Dan Bisnis, 12(1), 11–18. http://jurnal.pnj.ac.id/index.php/ekbis/article/view/648/pdf_43
Sunaryo. (2013). Relatıonshıp Servıce Qualıty to Muslım Customer Loyalty in Islamıc Bankıng: Satısfactıon as Medıator. Asia Pacific Management and Business Application, 2(1), 72–83. https://doi.org/10.21776/ub.apmba.2013.002.01.5
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan, Dan Penelitian. Yogyakarta: CV. Andi Offset. https://doi.org/10.1177/0300985809357753
Tran, P. K. T., Nguyen, V. K., & Tran, V. T. (2020). Brand equity and customer satisfaction: a comparative analysis of international and domestic tourists in Vietnam. Journal of Product and Brand Management. https://doi.org/10.1108/JPBM-08-2019-2540
Triono, B. S., Penawan, A., & Haryanto, A. T. (2020). Pengaruh Kualitas Produk Dan Nilai Nasabah Terhadap Kepuasan Dan Loyalitas Nasabah Kredit Pada PD. BPR Bank Daerah Sukoharjo. ProBank, 5(1), 45–54. https://doi.org/10.36587/probank.v5i1.567
Winanda, A., Fadhila Rahma, T. I., & Syahriza, R. (2021). Pengaruh Brand Equity Terhadap Loyalitas Nasabah Menabung Tabungan Marhamah Mudharabah Pada PT. Bank Sumut Syariah Kantor Cabang Pembantu Stabat. Jurnal Ilmiah Mahasiswa Ekonomi Dan Bisnis Islam, 2(2), 94–104. https://doi.org/10.22373/jimebis.v2i2.190
Yulia. (2019). Wawancara Penelitian Pendahuluan. In Surabaya.
Zameer, H., Wang, Y., Yasmeen, H., & Ahmed, W. (2019). Modeling the role of service quality, customer satisfaction and customer loyalty in building service brand equity. International Journal of Asian Business and Information Management, 10(2). https://doi.org/10.4018/IJABIM.2019040103
Zietsman, M. L., Mostert, P., & Svensson, G. (2019). Perceived price and service quality as mediators between price fairness and perceived value in business banking relationships: A micro-enterprise perspective. International Journal of Bank Marketing, 37(1), 2–19. https://doi.org/10.1108/IJBM-07-2017-0144
DOI: 10.21043/equilibrium.v10i1.15901
How To Cite This :
Copyright (c) 2022 Equilibrium: Jurnal Ekonomi Syariah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.