Kesan Perantara Kepuasan, Kepercayaan, dan Komitmen pada Hubungan Antara Kualiti Perkhidmatan dan Kesetiaan Pelanggan pada Bank Islam

This study seeks to examine and analyze the impact of service quality and customer loyalty on trust, satisfaction, and commitment to customers. Specifically, the objective of this study is to design a measurement tool for service quality in Islamic Banks. In addition, the pattern of interactions amo...

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Main Author:	Parawansa, Dian Anggraece Sigit
Format:	Thesis
Language:	eng eng
Published:	2013
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/3790/1/s91021.pdf https://etd.uum.edu.my/3790/7/s91021.pdf
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id	my-uum-etd.3790
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Abdul Talib, Asmat Nizam Abu Bakar, Abdul Rahim
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Parawansa, Dian Anggraece Sigit Kesan Perantara Kepuasan, Kepercayaan, dan Komitmen pada Hubungan Antara Kualiti Perkhidmatan dan Kesetiaan Pelanggan pada Bank Islam
description	This study seeks to examine and analyze the impact of service quality and customer loyalty on trust, satisfaction, and commitment to customers. Specifically, the objective of this study is to design a measurement tool for service quality in Islamic Banks. In addition, the pattern of interactions among service quality, trust, satisfaction, commitment, and customer loyalty within the Islamic Banks is also within the high concern. In accordance, questionnaires were used to collect data. This enables the study to gather data directly from respondents. In overall, a total of 384 questionnaires have been distributed to customers of Bank Shariah (Islamic Commercial Banks) and Business Unit Shariah (Islamic Business Unit). Of the total, 350 (91.14 percent) of the complete questionnaire was used for data analysis. The gathered data were analyzed using Structural Equation Modeling (SEM) and SPSS statistical software version 19 and AMOS version 18.0. In the end, the results show that service quality, trust, satisfaction, and commitment have significant impacts on customer loyalty at 95 percent confidence level. In addition, the results also reveal that trust, satisfaction, and commitment have significant impacts on the relationship between service quality and customer loyalty to the Islamic Banks. This shows a clear trend that the better the quality of service provided to the customers then the customer will continuously believe and trust to keep patronizing Islamic Banks. Trust, customer satisfaction, and commitment can be an intervening variable in the relationship between service quality and customer loyalty, particularly in an environment of Islamic banking services and general services industries. Thus, these estimates can be used to be part of the marketing strategy in order to enhance and add value to its services in serving customers
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Parawansa, Dian Anggraece Sigit
author_facet	Parawansa, Dian Anggraece Sigit
author_sort	Parawansa, Dian Anggraece Sigit
title	Kesan Perantara Kepuasan, Kepercayaan, dan Komitmen pada Hubungan Antara Kualiti Perkhidmatan dan Kesetiaan Pelanggan pada Bank Islam
title_short	Kesan Perantara Kepuasan, Kepercayaan, dan Komitmen pada Hubungan Antara Kualiti Perkhidmatan dan Kesetiaan Pelanggan pada Bank Islam
title_full	Kesan Perantara Kepuasan, Kepercayaan, dan Komitmen pada Hubungan Antara Kualiti Perkhidmatan dan Kesetiaan Pelanggan pada Bank Islam
title_fullStr	Kesan Perantara Kepuasan, Kepercayaan, dan Komitmen pada Hubungan Antara Kualiti Perkhidmatan dan Kesetiaan Pelanggan pada Bank Islam
title_full_unstemmed	Kesan Perantara Kepuasan, Kepercayaan, dan Komitmen pada Hubungan Antara Kualiti Perkhidmatan dan Kesetiaan Pelanggan pada Bank Islam
title_sort	kesan perantara kepuasan, kepercayaan, dan komitmen pada hubungan antara kualiti perkhidmatan dan kesetiaan pelanggan pada bank islam
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2013
url	https://etd.uum.edu.my/3790/1/s91021.pdf https://etd.uum.edu.my/3790/7/s91021.pdf
_version_	1776103623315423232
spelling	my-uum-etd.37902023-05-23T07:10:23Z Kesan Perantara Kepuasan, Kepercayaan, dan Komitmen pada Hubungan Antara Kualiti Perkhidmatan dan Kesetiaan Pelanggan pada Bank Islam 2013-06 Parawansa, Dian Anggraece Sigit Abdul Talib, Asmat Nizam Abu Bakar, Abdul Rahim Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. This study seeks to examine and analyze the impact of service quality and customer loyalty on trust, satisfaction, and commitment to customers. Specifically, the objective of this study is to design a measurement tool for service quality in Islamic Banks. In addition, the pattern of interactions among service quality, trust, satisfaction, commitment, and customer loyalty within the Islamic Banks is also within the high concern. In accordance, questionnaires were used to collect data. This enables the study to gather data directly from respondents. In overall, a total of 384 questionnaires have been distributed to customers of Bank Shariah (Islamic Commercial Banks) and Business Unit Shariah (Islamic Business Unit). Of the total, 350 (91.14 percent) of the complete questionnaire was used for data analysis. The gathered data were analyzed using Structural Equation Modeling (SEM) and SPSS statistical software version 19 and AMOS version 18.0. In the end, the results show that service quality, trust, satisfaction, and commitment have significant impacts on customer loyalty at 95 percent confidence level. In addition, the results also reveal that trust, satisfaction, and commitment have significant impacts on the relationship between service quality and customer loyalty to the Islamic Banks. This shows a clear trend that the better the quality of service provided to the customers then the customer will continuously believe and trust to keep patronizing Islamic Banks. Trust, customer satisfaction, and commitment can be an intervening variable in the relationship between service quality and customer loyalty, particularly in an environment of Islamic banking services and general services industries. Thus, these estimates can be used to be part of the marketing strategy in order to enhance and add value to its services in serving customers 2013-06 Thesis https://etd.uum.edu.my/3790/ https://etd.uum.edu.my/3790/1/s91021.pdf text eng public https://etd.uum.edu.my/3790/7/s91021.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abdulhamid, A. (1999). Islamic Banking. (Doctoral Dissertation). Available from Proquest Dissertation and Theses database. (UMI No. 9961237). Adamson, I., Chan, K-M. & Handford, D. (2003). Relationship marketing: Customer commitment and trust as a strategy for the smaller Hong Kong corporat banking sector. International Journal of Bank Marketing, 21 (6/7), 347-358. Ahmad, H., Abu-Bakar, A. 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