RELIGITAS DAN KUALITAS LAYANAN, PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK SYARIAH DI JAKARTA

Abstract

The role of Islamic banking in the national economy becomes more
strategic as the government is facing fiscal limitation in funding the development.
The growth of Islamic banking, a bank managed by implementing the principles of
Islamic law, has not been satisfactory. This can be examined by referring to the
role of Islamic banking in national banking which is still at the rate of less than 5
percent. This research aims to observe the influences of service quality and
religiosity on customer satisfaction and its implication to customer loyalty, as well
as to observe the influence of customer satisfaction on customer loyalty of Islamic
Bank in DKI Jakarta. By collecting 100 samples of Islamic bank customers in
DKI Jakarta and utilizing structural equation modeling partial least square
(SEM-PLS) as the technique of analysis, it is revealed that the aspects of service
quality and religiosity are influential on customer satisfaction. Meanwhile, the
customer satisfaction itself has a positive influence on loyalty. The finding implies
that to increase the loyalty of Islamic bank customers, customer satisfaction
should be built.

Keywords : Islamic Banking, Loyalty, Service Quality, Religiosity, Customer
Satisfaction