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SKRIPSI PBS

Constituting Islamic Service Quality And Islamic Customer Relationship Management Through Customer Loyalty And Satisfaction: Indonesian's Islamic Bank Practise

ABSTRACT

The findings found that Bank Syariah Indonesia Solo customers choose to use
bank services that can meet the wants and needs of their customers. Therefore, the
better the quality of services provided and the closer the relationship established, the
higher the customer loyalty to Bank Syariah Indonesia Solo. This research aims to
analyse the influence of Islamic Service Quality (ISQ), Islamic Customer
Relationship Management (ICRM), and Customer Satisfaction (CS) on BSI Solo
customer loyalty. The novelty of this research is to use the Islamic CRM variable to
find out how much influence it has on BSI Solo customer loyalty and how satisfied
BSI Solo customers are when Islamic CRM is appropriately implemented.
The population in this research consisted of 170 samples. This research used
quantitative methods, and the data was primary. The data analysed in this study used

SmartPLS software with the analysis model carried out as PLS-SEM (Partial least-
square structural equation model). The results of the research show that ISQ and

ICRM have a significant effect on BSI Solo Customer Loyalty. ISQ and ICRM have a
significant effect on BSI Solo Customer Satisfaction. Customer Satisfaction can
mediate the relationship between ISQ and Customer Loyalty. Customer Satisfaction
can mediate the relationship between ICRM and Customer Loyalty.
Keywords: Islamic Service Quality, Islamic Customer Relationship Management,
Customer Satisfaction, Customer Loyalty.

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Informasi Detail
Judul Seri
-
No. Panggil
2X6.1 RIZ c 24
Penerbit
SUKOHARJO : Perbankan Syariah_UIN RM Said.,
Deskripsi Fisik
21 cm, 35 Halaman
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
2X6.1
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
Perbankan Syariah
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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