Pengaruh Shariah Compliance dan Spiritual Marketing terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening di Bank Syariah Indonesia Kantor Cabang Palembang Sudirman

Alfira Nurjannah, Heri Junaidi, Chandra Zaki Maulana

Abstract


Islamic banks in Indonesia are getting more advanced as indicated by the emergence of Bank Syariah Indonesia which is the result of the merger of three state-owned banks. BSI's success in maintaining customer loyalty is an achievement. The two variables that are suspected of influencing BSI customer loyalty are Shariah Compliance and Spiritual Marketing and are mediated by satisfaction. The research was conducted at BSI KC Palembang Sudirman, because the bank is the largest BSI branch in the city of Palembang. This study aims to determine the direct and indirect effects of the variables used. This research is a quantitative research with 100 customers as respondents and processed using SmartPLS 3. All variables pass the outer model test, then the result of the inner model is that Shariah Compliance does not directly affect customer loyalty and has a negative value. Spiritual Marketing does not affect customer loyalty directly. However, satisfaction can mediate the relationship between the two variables. Shariah Compliance affects customer loyalty mediated by customer satisfaction and Spiritual Marketing affects customer loyalty mediated by customer satisfaction

Keywords


Shariah Compliance; Spiritual Marketing; Satisfaction; Customer Loyalty.

Full Text:

PDF

References


Achiri, L. N. (2018). Pengaruh Marketing Syariah Dan Citra Perusahaan Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Intervening [Skripsi]. UIN Sunan Kalijaga.

Budiono, A. (2017). Penerapan Prinsip Syariah Pada Lembaga Keuangan Syariah. Law and Justice, 2(1), 54–65. https://doi.org/10.23917/laj.v2i1.4337

Hastuti, T., & Nasri, M. (2014). Kualitas Pelayanan, Kepuasan, Dan Loyalitas Nasabah: Aplikasi Servqual Model Pada Lembaga Keuangan Mikro Syariah Kota Malang. 3.

Husna, M., & Kurnia, M. R. (2022). Pengaruh Sharia Compliance dan Citra BMT Terhadap Kepuasan Anggota Baitul Mal Wat Tamwil (Studi Kasus Di BMT Arta Bina Serang). 5(1).

Kartajaya, H & Sula, S (2006). Marketing Syariah. Bandung: Mizan Pustaka

Lestari, A & Yulianto, E (2018) Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel Mediasi. Administrasi Bisnis, 54(1)

Lestari, I., & Kusumadewi, R. (2017). Pengaruh Emotional Marketing dan Spiritual Marketing terhadap Loyalitas Nasabah Tabungan BSM pada Bank Syariah Mandiri KCP Cirebon Siliwangi. Al-Amwal : Jurnal Ekonomi dan Perbankan Syari’ah, 9(2). https://doi.org/10.24235/amwal.v9i2.1749

Najmudin & Dwiwinarno (2020). Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Pelanggan Bank Syariah. Efektif: Jurnal Ekonomi dan Bisnis, 11(1) https//doi.org/10.11465/Efektif.v11i1.471

Nisa, K., & Sopingi, I. (2020). Pengaruh Kualitas Layanan, Emosional Marketing dan Spiritual Marketing Terhadap Kepuasan Nasabah Tabungan. JIES : Journal of Islamic Economics Studies, 1(1). https://doi.org/10.33752/jies.v1i1.197

Ramadhani, Kadir, & Sanusi. (2018) Analisis Pengaruh Shariah Compliance Dan Assurance Terhadap Kepuasan Nasabah BMT Barokah Umah Di Kabupaten Merauke. Economica: Jurnal Ekonomis Islam, 9(2). Https://Dx.Doi.Org/ 10.21580/Economica.2018.9.2.2662

Riadi, G. (n.d.). Pengaruh Kualitas Pelayanan, Kepercayaan, Shariah Compliance Dan Kepuasan Terhadap Loyalitas Nasabah Bprs Suriyah Salatiga.

Sundari, D. (2020) Pengaruh Emotional Marketing, Customer Experience Dan Spiritual Marketing Terhadap Loyalitas Nasabah. Jurnal Ekonomi Islam, 17(1)

Syarifuddin, A. D. I., & Mahesa, A. (2020). Bauran Pemasaran Dan Shariah Compliance Terhadap Loyalitas Pelanggan. Laa Maisyir: Jurnal Ekonomi Islam, 7(1), 57-73. https://doi.org/10.24252/lamaisyir.v7i1.13317

Salianty, I. (2018). Analisis Penilaian Kinerja Karyawan Dan Ketaatan Syariah Terhadap Loyalitas Nasabah Pada Bmt Baskara Muhammadiyah Di Way Jepara Lampung Timur. JURNAL SIMPLEX, 1(1), Article 1.

Wijayanti, R. (2020). Pengaruh Customer Value dan Sharia Compliance terhadap Loyalitas melalui Kepuasan Nasabah Sebagai Variabel Intervening (Studi Kasus Pada Nasabah BRI Syariah KC Semarang) [Skripsi]. IAIN Salatiga.




DOI: http://dx.doi.org/10.31000/almaal.v4i2.7616

Article Metrics

Abstract - 1780 PDF - 1519

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Alfira Nurjannah

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Editorial Office:

Al Maal: Journal of Islamic Economics and Banking
Diterbitkan oleh Prodi Perbankan Syariah, Fakultas Agama Islam, Universitas Muhammadiyah Tangerang.

Jalan Perintis Kemerdekaan I Babakan No.33, RT.007/RW.003, Cikokol, Kec. Tangerang, Kota Tangerang, Banten 15118

e-mail: journal.almaal@gmail.com

Creative Commons License
Al Maal: Journal of Islamic Economics and Banking is licensed under a Creative Commons Attribution 4.0 International License.