The Effect of Trust, Customer Intimacy, Satisfaction on Loyalty in the Relationship Between Islamic Banking and Commitment as an Intervening Variable (Case Study at BJB Syariah KCP Harapan Indah)
Abstract
Islamic banks have been around since 1992. When compared to the development of conventional banks, the development of Islamic banks is estimated to be slower. These reforms are intended to advance the financial system, prepare the infrastructure to enter the banking industry, and anticipate challenges and competition in the banking industry in the future era of globalization. Even though the majority of Indonesian people are Muslim, it does not mean that they will be loyal and use Sharia banking products. As a result, it is often observed that customers are not interested in availing of the services provided by Islamic banks. Sharia and conventional dual banking systems are currently competing. in the same market segment in terms of the products and services they offer, such as home financing, savings accounts, and others. So it can be concluded that the real problem stems from customer trust in Islamic banking products which are considered invalid. Then the type of research in the title to be taken is a type of quantitative research. The scale used in this study is the Likert scale. From the data analysis, it can be seen the results and it can be concluded in hypothesis testing, two are rejected, and six are accepted.
References
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Nora, Liza. 2019. “Trust, Commitment, and Customer Knowledge: Clarifying Relational Commitments and Linking Them to Repurchasing Intentions.” Management Decision 57(11): 3134–58.
Osei, Godfred. 2017. "Customer Intimacy Adoption and Its Impact on Organizational Performance." Journal of Research in Marketing 8(1): 600.
Othman, Abdulqawi, and Lynn Owen. THE MULTI DIMENSIONALITY OF CARTER MODEL TO MEASURE CUSTOMER SERVICE QUALITY (SQ) IN ISLAMIC BANKING INDUSTRY: A STUDY IN KUWAIT FINANCE HOUSE .
prof. dr. sugiyono . 2011. “Prof. Dr. Sugiyono , Research Methods Quantitative Qualitative And R&d . Intro ( PDFDrive ).Pdf.” Bandung Alf : 143.
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Sugiyono . 2007. “ Dokupdf_com_ebook_statistics_for_researchers .” Statics For Research 12: 1–415.
Sumaedi , Sik, Rosa P. Juniarti , and I. Gede Mahatma Yuda Bakti. 2015. "Understanding Trust & Commitment of Individual Saving Customers in Islamic Banking: The Role of Ego Involvement." Journal of Islamic Marketing 6(3): 406–28.
Tabrani , Mirza, Muslim Amin, and Ahmad Nizam. 2018. "Trust, Commitment, Customer Intimacy and Customer Loyalty in Islamic Banking Relationships." International Journal of Bank Marketing 36(5): 823–48.
Zahara, Rita. 2020. “ The Influence Quality Service To Loyalty Customer With Satisfaction Customer As Intervening Variables (Study on Users) Application Gojek in East Jakarta).” Journal Strategy and Application Management Business 3(1): 31–38. https://doi.org/10.36407/jmsab.v3i1.121.
Abdullah, Marliana, Shahida Shahimi , and Abdul Ghafar Ismail. 2011. “Operational Risk in Islamic Banks: Examination of Issues.” Qualitative Research in Financial Markets 3(2): 131–51.
Agustin, Clara, and Jagdip Singh. 2005. XLII Journal of Marketing Research Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges .
Amalina, R et al. 2022. Mobile Banking: System Quality, Information Quality, Service Quality, Customer Satisfaction, and Loyalty . http://creativecommons.org/licenses/by/4.0/.
Amin, Muslim, Zaidi Isa, and Rodrigue Fontaine. 2011. "The Role of Customer Satisfaction in Enhancing Customer Loyalty in Malaysian Islamic Banks." Service Industries Journal 31(9): 1519–32.
———. 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.
Aristyanto , Erwan, Aditya Surya Nanda, and Andi Farouq Hasan. 2019. “ The Influence Commitment and Trust To Satisfaction Sharia Bank Customers in Surabaya.” Perisai : Islamic Banking and Finance Journal 3(1): 1–18.
Bauminger , Nirit , Ricky Finzi-Dottan , Sagit Chason, and Dov Har-Even. 2008. “Intimacy in Adolescent Friendship: The Roles of Attachment, Coherence, and Self-Disclosure.” Journal of Social and Personal Relationships 25(3): 409–28.
Bawono , Anton., and Arya Fendha Ibnu Shina. 2018. LP2M IAIN Salatiga Econometrics Applied For Islamic Economics And Business Application With Eviews .
Beetles, Andrea C., and Lloyd C. Harris. 2010. “The Role of Intimacy in Service Relationships: An Exploration.” Journal of Services Marketing 24(5): 347–58.
Bügel , Marnix S., Peter C. Verhoef, and Abraham P. Buunk . 2011. "Customer Intimacy and Commitment to Relationships with Firms in Five Different Sectors: Preliminary Evidence." Journal of Retailing and Consumer Services 18(4): 247–58.
Chai, Joe Choon Yean, Naresh K. Malhotra, and Satyabhusan Dash. 2015. "The Impact of Relational Bonding on Intention and Loyalty: The Mediating Role of the Commitment Foci in Service Relationships." Journal of Hospitality and Tourism Technology 6(3): 203–27.
Dick, Alan S, and Kunal Basu. 1994. Customer Loyalty: Toward an Integrated Conceptual Framework .
Doney, Patricia M, and Joseph P Cannon. 1997. 61 Source: Journal of Marketing An Examination of the Nature of Trust in Buyer-Seller Relationships .
Ennew , Christine, and Harjit Singh Sekhon. Measuring Trust in Financial Services: The Trust Index Trust and Fairness in Financial Services: Antecedents and Consequences View Project Conceptualizing and Validating Resource Recombination in the Context of Higher Educational Institution Competitiveness View Project . https://www.researchgate.net/publication/285769675.
Fabiana Meijon Fadul. 2019. “済無No Title No Title No Title. ” : 1–18.
Garbarino, Ellen, and Mark S Johnson. 1999. 63 Source: Journal of Marketing The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships .
Ghozali , I. 2018. Application Multivariate Analysis With IBM SPSS 25 Program 9th Edition ( 9th Edition ) . Publishing Agency Undip .
Giese, Joan L, and Joseph A Cote. 2014. “Defining Consumer Satisfaction.” (January 2000).
Haron, Razali, Noradilah Abdul Subar , and Khairunisah Ibrahim. 2020. "Service Quality of Islamic Banks: Satisfaction, Loyalty and the Mediating Role of Trust." Islamic Economic Studies 28(1): 3–23.
Imam, Machali . 2021. Research Methods Quantitative .
Janna, Nilda Miftahul . 2021. “ The Concept of Validity and Reliability Testing With Use Spss .” (18210047).
Janna, Nilda Miftahul , and Herianto . 2021. “Correct Statistical Articles . ” Darul Dakwah Wal - Irsyad ( DDI) Journal (18210047): 1–12.
Järvinen, Raija Anneli. 2014. “Consumer Trust in Banking Relationships in Europe.” International Journal of Bank Marketing 32(6): 551–66.
Jeon, Seongun , and Jonathan S. Kim. 2016. "Effects of Service Failure on Consumer Responses across Failure Types: A Moderating Role of Intimacy." Australasian Marketing Journal 24(1): 46–53.
Kamran- Disfani , Omid, Murali K. Mantrala , Alicia Izquierdo- Yusta , and María Pilar Martínez-Ruiz. 2017. “The Impact of Retail Store Format on the Satisfaction-Loyalty Link: An Empirical Investigation.” Journal of Business Research 77: 14–22.
Kassim, Norizan Mohd, and Abdel Kader Mohammed Ahmed Abdulla. 2006. “The Influence of Attraction on Internet Banking: An Extension to the Trust-Relationship Commitment Model.” International Journal of Bank Marketing 24(6): 424–42.
Kayed, Rasem N., and M. Kabir Hassan. 2011. “The Global Financial Crisis and Islamic Finance.” Thunderbird International Business Review 53(5): 551–64.
Korengkeng , Regina Pacis. 2014. “ Influence Satisfaction To Loyalty Customers at PT. Bank Sulut Main Branch Manado.” Journal UNSRAT Public Administration 2(001): 1205.
Kurniawan, Agung Widhi , and Zahra Puspitaningtyas . 2016. Research Methods Quantitative .
Lee, Yonnim , and Ohbyung Kwon. 2011. "Intimacy, Familiarity and Continuance Intention: An Extended Expectation-Confirmation Model in Web-Based Services." Electronic Commerce Research and Applications 10(3): 342–57.
Mohsin Butt, Muhammad, and Muhammad Aftab. 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.
Morgan, Robert M, and Shelby D Hunt. 1994. 58 Source: Journal of Marketing The Commitment-Trust Theory of Relationship Marketing .
Mulia, Dipa, Hardius Usman, and Novia Budi Parwanto . 2020. "The Role of Customer Intimacy in Increasing Islamic Bank Customer Loyalty in Using E-Banking and m-Banking." Journal of Islamic Marketing 12(6): 1097–1123.
Nora, Liza. 2019. “Trust, Commitment, and Customer Knowledge: Clarifying Relational Commitments and Linking Them to Repurchasing Intentions.” Management Decision 57(11): 3134–58.
Osei, Godfred. 2017. "Customer Intimacy Adoption and Its Impact on Organizational Performance." Journal of Research in Marketing 8(1): 600.
Othman, Abdulqawi, and Lynn Owen. THE MULTI DIMENSIONALITY OF CARTER MODEL TO MEASURE CUSTOMER SERVICE QUALITY (SQ) IN ISLAMIC BANKING INDUSTRY: A STUDY IN KUWAIT FINANCE HOUSE .
prof. dr. sugiyono . 2011. “Prof. Dr. Sugiyono , Research Methods Quantitative Qualitative And R&d . Intro ( PDFDrive ).Pdf.” Bandung Alf : 143.
of the study were : Purwanegara . 2015. "Exploring Implicit and Explicit Attitudes toward Saving at Islamic Bank." Journal of Islamic Marketing 6(3): 314–30.
Sugiyono . 2007. “ Dokupdf_com_ebook_statistics_for_researchers .” Statics For Research 12: 1–415.
Sumaedi , Sik, Rosa P. Juniarti , and I. Gede Mahatma Yuda Bakti. 2015. "Understanding Trust & Commitment of Individual Saving Customers in Islamic Banking: The Role of Ego Involvement." Journal of Islamic Marketing 6(3): 406–28.
Tabrani , Mirza, Muslim Amin, and Ahmad Nizam. 2018. "Trust, Commitment, Customer Intimacy and Customer Loyalty in Islamic Banking Relationships." International Journal of Bank Marketing 36(5): 823–48.
Zahara, Rita. 2020. “ The Influence Quality Service To Loyalty Customer With Satisfaction Customer As Intervening Variables (Study on Users) Application Gojek in East Jakarta).” Journal Strategy and Application Management Business 3(1): 31–38. https://doi.org/10.36407/jmsab.v3i1.121.
Published
2024-12-19
How to Cite
Athiya, A., Tiyas, S. A. N., Hartiningsih, S., & Saifudin, S. (2024). The Effect of Trust, Customer Intimacy, Satisfaction on Loyalty in the Relationship Between Islamic Banking and Commitment as an Intervening Variable (Case Study at BJB Syariah KCP Harapan Indah). Annual International Conference on Islamic Economics and Business (AICIEB), 4, 295-305. https://doi.org/https://doi.org/10.18326/aicieb.v4i0.738
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