INFLUENCE OF SERVICE AND SATISFACTION TOWARDS CUSTOMER’S LOYALTY: A STUDY IN STATE-OWNED ISLAMIC BANK IN MAKASSAR, INDONESIA

Basalamah, Muhammad Ridwan

dc.contributor.author	Basalamah, Muhammad Ridwan
dc.date.accessioned	2021-10-11T06:35:33Z
dc.date.available	2021-10-11T06:35:33Z
dc.date.issued	2017-01
dc.identifier.issn	2226-1184
dc.identifier.uri	http://repository.unisma.ac.id/handle/123456789/1925
dc.description	Growth of banking industry and financial services has been significant for the last few years as the result of technological advances and deregulation. In the world of banking, Islamic banks is a relatively new type of service in banking industry that applies Syaria law in each of its activity. Due to tight competition in business that sells service, Islamic banks should understand the right strategy to win the competition. Islamic banking has massive potentials since 1.2 billion of the populations are Moslem and their GDP is more than 1.3 billion US dollars (Skha Consulting, 2001). The countries with the highest Moslem populations are Indonesia, India, Pakistan and Bangladesh respectively. Furthermore, Kuwait has quite successful penetration of Islamic banks; the market share of Islamic banks in the country is approximately 30%. The proportion of Islamic banks in Saudi Arabia is 12%, that in Brunei is 11%, in Malaysia is 5% while the national market share of Islamic bank is 1%. Customer loyalty is the end-goal of banking industry. Satisfied customers will not be hsesitant to give positive testimony about banking products they use. Such testimonies have high credibility as loyal customers do not receive anything by making recommendation about banking service or banks they use.	en_US
dc.description.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.	en_US
dc.language.iso	en_US	en_US
dc.publisher	RJOAS: Russian Journal of Agricultural and Socio-Economic Sciences	en_US
dc.relation.ispartofseries	ISSUE 1(61), January 2017;
dc.subject	Quality of service, satisfaction, customer loyalty	en_US
dc.title	INFLUENCE OF SERVICE AND SATISFACTION TOWARDS CUSTOMER’S LOYALTY: A STUDY IN STATE-OWNED ISLAMIC BANK IN MAKASSAR, INDONESIA	en_US
dc.title.alternative	INFLUENCE OF SERVICE AND SATISFACTION TOWARDS CUSTOMER’S LOYALTY: A STUDY IN STATE-OWNED ISLAMIC BANK IN MAKASSAR, INDONESIA	en_US
dc.type	Article	en_US