Proceedings of the 15th International Symposium on Management (INSYMA 2018)

The effect of service Quality to customer satisfaction and loyalty in Sharia Bank

Authors
Gito Suseno, Muchsin Muthohar
Corresponding Author
Gito Suseno
Available Online March 2018.
DOI
https://doi.org/10.2991/insyma-18.2018.46How to use a DOI?
Keywords
customer loyalty, service quality, customer satisfaction
Abstract
Products and prices competition within sharia and conventional banks have an impact on commoditization. To gain market share, sharia banks use halal product as differentiation and service strategy to retain customer through satisfaction to increase loyalty. Customer loyalty expected to increase share from existing customers through up and cross selling, and attract new customers through word of mouth and recommendations. This research aims to analyze the relationship among those variables: service quality with CARTER model, customer satisfaction and customer loyalty. Primary data from 300 respondents analyzed using SEM to proof the hypotheses after the validity and reliability testing was performed. All hypotheses were positive and significant. Theoretical and practical implications were also discussed.
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This is an open access article distributed under the CC BY-NC license.

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Volume Title
Proceedings of the 15th International Symposium on Management (INSYMA 2018)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
March 2018
ISBN
978-94-6252-475-0
ISSN
2352-5398
DOI
https://doi.org/10.2991/insyma-18.2018.46How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Gito Suseno
AU  - Muchsin Muthohar
PY  - 2018/03
DA  - 2018/03
TI  - The effect of service Quality to customer satisfaction and loyalty in Sharia Bank
BT  - Proceedings of the 15th International Symposium on Management (INSYMA 2018)
PB  - Atlantis Press
SP  - 186
EP  - 190
SN  - 2352-5398
UR  - https://doi.org/10.2991/insyma-18.2018.46
DO  - https://doi.org/10.2991/insyma-18.2018.46
ID  - Suseno2018/03
ER  -