The Impact of Complaint Handling and Service Quality on Customer Satisfaction and Customer Loyalty in Customers of Pontianak Branch of Bank Kalbar Syariah

Abstract

Islamic (Sharia) banks are financial institutions that follow Islamic principles and moral values. The Indonesian people, mostly Muslims, have increased the potential for Islamic banking in Indonesia. Complaint handling and good service quality, as well as meeting customer expectations, will undoubtedly have an impact on customer satisfaction, including those who save or use other bank products. Long-term customer loyalty is automatically affected by satisfied customers. Hence, it has encouraged many banks, particularly Islamic banks, to be more effective and efficient in their business operations, including maintaining customer satisfaction and loyalty, because their survival is heavily dependent on customer satisfaction and loyalty. This study aimed to analyze the impact of Complaint Handling and Service Quality on Customer Satisfaction and Customer Loyalty at the Pontianak Branch of Bank Kalbar Syariah. Respondents included 201 people selected using a purposive sampling technique. Research data were collected by administering questionnaires. Data analysis was conducted employing Structural Equation Modeling (SEM) via AMOS 26 software. The findings revealed that: 1) Complaint Handling and Service Quality had a positive and significant impact on Customer Satisfaction, 2) Complaint Handling and Service Quality had a positive and significant impact on Customer Loyalty, 3) Customer Satisfaction had a positive and significant impact on Customer Loyalty, and 4) Customer Satisfaction mediated the impact of Complaint Handling and Service Quality on Customer Loyalty.