Abstract
This study aims to determine and explain the simultaneous and partial influence of customer incentives, trust and complaint handling on customer retention at the BMT Amanah Ummah in Kartasura. This research method uses quantitative descriptive research design. With a population of 1.500 respondents. Withdrawal of the number of samples is determined by the Slovin formula and the results are 100 respondents. Sampling technique uses Instidental Sampling. Data collection using a questionnaire. Data analysis techniques used statistical analysis are multiple linear regression test, F test, t test and coefficient of determination. The results showed that customer incentives, trust and complaint handling simultaneously and significantly affected customer retention at the BMT Amanah Ummah in Kartasura. Customer incentives have a positive and significant effect on customer retention in the BMT Amanah Ummah in Kartasura. Trust has a positive and significant effect on customer retention in the BMT Amanah Ummah in Kartasura. Complaint handling has a positive and significant effect on customer retention at the BMT Amanah Ummah in Kartasura. The coefficient of determination or contribution of variable customer incentives, trust and complaint handling to customer retention in the BMT Amanah Ummah in Kartasura is 50.4%. Suggestions from this research, BMT Amanah Ummah should in this case continue to improve and pay attention to factors that influence customer retention, namely customer incentives, trust and complaint handling.
Highlights
The development of Sharia Services Financial Cooperatives in Indonesia has increased a lot
The purpose of this study is to find out simultaneously and partially the variables of customer incentives, trust and complaint handling on customer retention at BMT Amanah Ummah Kartasura
Multicollinearity can be detected by looking at the tolerance value and Variance Inflation Factor (VIF)
Summary
The development of Sharia Services Financial Cooperatives in Indonesia has increased a lot. At present the number of cooperative business units reaches 150.223 business units and 1.5 percent of them are Islamic finance savings and loan cooperatives (KSPPS). One of the sharia financial institutions that is experiencing rapid growth is Baitul mal wat tamwil BMT (www.ojk.co.id). Entering increasingly competitive business competition, a company's success in achieving optimal performance is constantly determined by how much a company or organization can have an advantage if it can produce goods and services that meet expectations and satisfy customers. As a newly established Islamic financial institution and the desire of people to become members is increasing. One of the alternative marketing strategies undertaken by BMT is by creating customer retention to improve quality, service performance and expand market segments (Krismawintari dan Kurniawati,2018).
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