Artikel
A DEVELOPING MODEL OF RELATIONSHIP AMONG SERVICE QUALITY, CONSUMER SATISFACTION, LOYALTY AND WORD OF MOUTH IN ISLAMIC BANKING
- Share to:
Abstract. A Developing Model of Relationship Among Service Quality,
Consumer Satisfaction, Loyalty, and Word of Mouth in Islamic Banking.
This research aims to develop a measurement tool of service quality in Islamic
banking sector, and examine its relationship among satisfaction, word of mouth
(WOM), and consumer loyalty. A convenience sampling of 235 respondents
collected from seven locations in the Lhokseumawe, Aceh. Partial least square
-structural equation modeling- (PLS-SEM) was used to test the research hypotheses.
The results revealed that the quality of service has four dimensions, they are: service
portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM,
and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are
dominant factors affecting satisfaction, and satisfaction were significantly related
to WOM and loyalty. Loyalty also positively and significantly related to WOM.
Keywords: Service Quality, Islamic Banking, WOM, Loyalty, Customer
Satisfaction.
Abstrak. Pengembangan Model Hubungan Antara Kualitas Layanan,
Kepuasan Konsumen, Loyalitas, dan Kekuatan Komunikasi di Perbankan
Syariah. Penelitian ini bertujuan untuk mengembangkan alat ukur kualitas
layanan di sektor perbankan Syariah,dan menguji hubungannya dengan
kepuasan, word of mouth (WOM), dan loyalitas nasabah. Sampel diambil
dari 7 (tujuh) titik lokasi di Kota Lhokseumawe Aceh dengan total sampel
235 responden. Pemodelan persamaan struktural menggunakan SEM-PLS.
Hasil analisis faktor menunjukkan bahwa kualitas pelayanan memiliki empat
dimensi yaitu “portofolio layanan dan jaminan”, “fisik”, “keandalan komunikasi”
dan “nilai Islami”. Melalui analisis SEM-PLS dibuktikan bahwa portofolio
layanan dan jaminan, dan faktor keandalan komunikasi adalah faktor utama
yang mempengaruhi kepuasan nasabah, selain itu, dibuktikan bahwa kepuasan
nasabah memiliki hubungan signifikan dengan WOM dan loyalitas, dan WOM
juga terbukti berhubungan dengan loyalitas nasabah.
Kata Kunci : Kualitas Pelayanan, Bank Syariah, WOM, Loyalitas, Kepuasan
Nasabah.
Detail Information
| Penulis |
Dr. Suryani, M.Si - Personal Name
|
|---|---|
| NIP/NIDN/NIM | 197912222008012012 |
| Edition | |
| Language |
English
|
| Publisher | FEBI-EKONOMI SYARIAH : IAIN Lhokseumawe., 2015 |
| Edition | |
| Subject(s) | |
| No Panggil |