Pengaruh Service Quality dan Brand Trust terhadap Customer Loyalty pada Nasabah Bank Syariah Indonesia dengan Customer Satisfaction sebagai Variabel Intervening

Abstract

Rapid development of Islamic banking in the world also has an impact on Indonesia as one of the countries with the largest Muslim population in the world, making it the most potential market for the use of Islamic banking. The existence of one of the recently established Sharia banks in Indonesia has resulted in the phenomenon of increasingly fierce competition in the banking industry in Indonesia. The purpose of this research is to determine the positive and significant influence of Service Quality and Brand Trust on Customer Loyalty through Customer Satisfaction on Customers of Bank Syariah Indonesia in Jabodetabek. The data collection method uses a survey by distributing questionnaires through Google form. The sample in this research are customers of Bank Syariah Indonesia who are domiciled in Jabodetabek area, have made transactions at Bank Syariah Indonesia at least twice in the last three months, and are aged 17 years and over. Data analysis techniques were used SPSS version 23 and SEM (Structural Equation Model) LISREL 8.8. The results showed that the measure of Goodness of Fit was fulfilled so that it could be concluded that the overall model fit was fit and there was a positive relationship between the variables Service Quality and Brand Trust on Customer Loyalty through Customer Satisfaction on Customers of Bank Syariah Indonesia in Jabodetabek