Pengaruh managemen kualitas pelayanan terhadap loyalitas dan kepuasan nasabah bank syariah

  • Alfenda Nafiah Afanin Program Studi Perbankan Syariah Universitas Islam Negeri Maulana Malik Ibrahim Malang
Keywords: Service quality, Customer loyality, Customer satisfaction, Islamic bank

Abstract

This study aims to determine the impact of service quality on the loyalty and satisfaction of Islamic bank customers. This research uses the literature review method with the object of research being Islamic bank customers. The research findings show that Islamic banking has great potential for development, that its service quality has an impact on customer satisfaction and loyalty. Areas for improvement can be made in strengthening public financial literacy and development

Downloads

Download data is not yet available.

References

Al Arif, N. R., & Nurasiah, T. (2016). CUSTOMER RELATIONSHIP MANAGEMENT DAN PENGARUHNYA TERHADAP LOYALITAS NASABAH BANK: STUDI PADA BANK MUAMALAT INDONESIA. ESENSI, 5(1). https://doi.org/10.15408/ess.v5i1.2332

Budianti, L. E. (n.d.). PENGARUH GIRO WADIAH PEMBIAYAAN MURABAHAH DAN PEMBIAYAAN MUDHARABAH TERHADAP PENDAPATAN BANK SYARIAH.

Cahyani, P. D. (2016). Tingkat Kepuasan Nasabah Terhadap Kualitas Layanan Perbankan Syariah di Yogyakarta. ESENSI, 6(2), 151–162. https://doi.org/10.15408/ess.v6i2.3570

Firmansyah, F., & Haryanto, R. (n.d.). Editor Layout & Desain Cover.

Kartika, G., & Segaf, S. (2022). Kombinasi Peran Model TAM dan CARTER Terhadap Optimalisasi Kepuasan Nasabah Mobile Syariah Banking di Masa Pandemi Covid-19. MANAJERIAL, 9(02), 152. https://doi.org/10.30587/jurnalmanajerial.v9i02.3969 http://repository.uin-malang.ac.id/17283/

Kuswandarini, K. I., & Annisa, A. A. (2021). Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening. Journal of Management and Digital Business, 1(1), 37–51. https://doi.org/10.53088/jmdb.v1i1.46

Novianto, A. S. (2021). PENGARUH PENDATAPAN DAN TINGKAT BONUS TERHADAP TABUNGAN WADIAH PERBANKAN SYARIAH DI INDONESIA.

Oktaviana, U. K., & Wicaksono, A. T. S. (2022). CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE: DOES IT MEDIATE CUSTOMER-CENTRIC ON ISLAMIC BANK VALUES? EL DINAR: Jurnal Keuangan Dan Perbankan Syariah, 10(2), 163–180. https://doi.org/10.18860/ed.v10i2.16225

pratama, tsania, & segaf. (2022). DOES THE NON-FINANCIAL FACTOR AFFECT THE PROFITABILITY OF ISLAMIC COMMERCIAL BANKING? http://dx.doi.org/10.30651/jms.v7i3.13797

Prijanto, B., Ferina Pulung, R., & Rusiana Sari, A. (2021). ANALISIS PERBANDINGAN KUALITAS PELAYANAN BANK SYARIAH DENGAN BANK KONVENSIONAL DI KOTA DEPOK MENGGUNAKAN CARTER MODEL. Jurnal Tabarru’: Islamic Banking and Finance, 4(1), 178–194. https://doi.org/10.25299/jtb.2021.vol4(1).6607

Rabiqy, Y. (2019). PENGARUH EKSPEKTASI PELANGGAN, KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN INTERNET TELKOMSEL DI BANDA ACEH. Jurnal Bisnis Dan Kajian Strategi Manajemen, 1(1). https://doi.org/10.35308/jbkan.v1i1.912

Sari, N. (2015). Kontrak (akad) dan implementasinya pada perbankan syariah di Indonesia. Pena.

Shandy Utama, A. (2020). PERKEMBANGAN PERBANKAN SYARIAH DI INDONESIA. UNES Law Review, 2(3), 290–298. https://doi.org/10.31933/unesrev.v2i3.121

Shidqie, A., & Wardana, G. K. (2022). Pengaruh Budaya Islami, Kemampuan Kerja Dan Kepribadian Terhadap Kinerja Pelayanan Karyawan Pada Bank Syariah Indonesia (Cabang Malang Soekarno-Hatta Eks BRIS). JURNAL MANAJEMEN DAN BISNIS INDONESIA, 8(1), 65–75. https://doi.org/10.32528/jmbi.v8i1.7226

Syadali, M. R., & Segaf. (2003). Risk management strategy for the problem of borrowing money for Islamic commercial banks. http://repository.uin-malang.ac.id/16771/

Tino Agus Salim, Theresia Pradiani, & Fathorrahman. (2021). PENGARUH KUALITAS PROGRAM, KUALITAS PELAYANAN, DAN HARGA TERHADAP KEPUASAN PESERTA PELATIHAN PADA LEMBAGA PELATIHAN SALIM EXCELLENCE CENTER (SEC). Journal of Applied Management Studies, 3(1), 27–41. https://doi.org/10.51713/jamms.v3i1.43

PlumX Metrics

Published
2024-07-15
How to Cite
Afanin, A. (2024). Pengaruh managemen kualitas pelayanan terhadap loyalitas dan kepuasan nasabah bank syariah. Maliki Interdisciplinary Journal, 2(5), 106-110. Retrieved from https://urj.uin-malang.ac.id/index.php/mij/article/view/7298
Issue
Vol 2 No 5 (2024): MAY
Section
Articles

Copyright (c) 2024 Alfenda Nafiah Afanin

Creative Commons License

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

Authors who publish with this journal agree to the following terms:

  • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work’s authorship and initial publication in this journal.
  • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.