A DEVELOPING MODEL OF RELATIONSHIP AMONG SERVICE QUALITY, CONSUMER SATISFACTION, LOYALTY AND WORD OF MOUTH IN ISLAMIC BANKING

Suryani Suryani, Hendryadi Hendryadi
2015 Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah  
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
more » ... sed 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. 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.
doi:10.15408/ijies.v7i1.1357 fatcat:ylsmqdqno5fcfnv4vrpo2lrage