Pengaruh Kualitas Pelayanan, Keterikatan Emosional, dan Religiusitas Terhadap Kepuasan Nasabah dan Loyalitas Nasabah
Survei Pada Nasabah Bank BJB Syari’ah Jawa Barat, Banten Dan DKI Jakarta
DOI:
https://doi.org/10.51903/jupea.v5i3.3944Keywords:
Service Quality, Emotional Attachment, Religiosity, Customer Satisfaction, Customer LoyaltyAbstract
This study aims to analyze the influence of service quality, emotional attachment, and religiosity on customer satisfaction and loyalty of Bank BJB Syariah customers in West Java, Banten, and DKI Jakarta. The method used was a quantitative survey with data collected via Google Forms and purposive – quota sampling, involving 240 respondents. Data analysis using IBM SPSS Version 20 showed that service quality and emotional attachment significantly affect customer satisfaction, while religiosity does not have a significant effect. Furthermore, service quality, emotional attachment, and religiosity significantly influence customer loyalty. Customer satisfaction also has a significant effect on loyalty. Mediation testing using the Sobel calculator revealed that customer satisfaction mediates the effect of service quality and emotional attachment on loyalty but does not mediate the effect of religiosity on loyalty. These findings emphasize the importance of improving service quality and emotional attachment to maintain customer satisfaction and loyalty. Although religiosity does not have a direct or mediated effect through satisfaction, segmenting customers based on religiosity levels remains important for Bank BJB Syariah’s marketing strategy
References
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Fatmawati, I. (2024). Pengaruh Kualitas Pelayanan Islam Terhadap Emosi Keterikatan , dan Religiusitas terhadap Kepuasan Loyalitas dalam Konteks Perbankan Syariah. 02005.
Inovasi, J., & Zouari, G. (2021). Kepuasan pelanggan di era digital : bukti dari perbankan syariah.
Internasional, T., Kigen, F., Villiers, M. V. De, Pemasaran, D., Bisnis, S. I., Witwatersrand, U., & Selatan, A. (2024). Menguraikan Simfoni Kepuasan , Komitmen dan Kepercayaan sebagai Prediktor Loyalitas Pelanggan dalam Situasi Demarketing1. 14, 235–249.
KURNIAWAN, A. (2017). Analisis Kinerja Keuangan Dalam Rangka Meningkatkan Kualitas Pelayanan Pendidikan Menuju Peningkatan Kompetensi Lulusan Di Sekolah Tinggi Teknologi Bandung (Doctoral dissertation, UNPAS).
Kurniawan, A. (2017). Pengaruh Pengendalian Internal Terhadap Kualitas Sistem Informasi Akuntansi Dan Dampaknya Terhadap Kualitas Informasi Akuntansi. STAR, 14(2), 1-12. doi:10.55916/jsar.v14i2.8
Kurniawan, A. P., & Mertha, I. M. (2016). Kinerja keuangan sebagai pemediasi pengaruh intensitas research and development dan aset tidak berwujud pada nilai perusahaan. E-Jurnal Akuntansi Universitas Udayana, 14(1), 723-750.
Kurniawan, A., & Nensih, C. (2014). Pengaruh Pemanfaatan Teknologi Informasi Dan Saling Ketergantungan Terhadap Karakteristik Informasi Akuntansi Manajemen Serta Dampaknya Terhadap Kinerja Manajerial. STAR, 11(1), 52-67. doi:10.55916/jsar.v11i1.47
Purwanti, M., Kurniawan, A., & Prayudha, W. (2016). Pengaruh Kemampuan Personalia Dan Pendidikan dan Pelatihan Pemakai Sistem Informasi Terhadap Kualitas Sistem Informasi Akuntansi. STAR, 13(3), 24-32. doi:10.55916/jsar.v13i3.89
Religiusitas, A., Merek, L., Wahyuni, S., & Fitriani, N. (2017). Jurnal Pemasaran Islam Syariah di Indonesia.
Suhartanto, D., Agribisnis, D., Lincoln, U., & Baru, S. (2020). Loyalitas terhadap perbankan Islam : kualitas layanan , didorong oleh emosi atau agama ? 11(1). https://doi.org/10.1108/JIMA-01-2018-0007
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Jurnal Publikasi Ekonomi dan Akuntansi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
