Analysis Of The Influence Of Religiosity, Service Quality, And Corporate Image On Customer Loyalty With Trust As An Intervening Variable
DOI:
https://doi.org/10.31941/jebi.v27i2.4786Abstract
The research aims to determine the influence of religiosity, service quality, and corporate image on customer loyalty, mediated by trust, considering both direct and indirect effects. The object of this research is BSI KCP Pemalang Sudirman 1, using the accidental sampling technique and Slovin's formula, with a sample of 98 respondents. The testing in this study employed quantitative methods, including instrument testing, validity testing, reliability testing, classical assumption testing, hypothesis testing, path analysis, and the Sobel test. The validity results for each question item of the variables were valid. The reliability results for each question item of the variables were reliable. Partial research results indicate that the variables of religiosity, service quality, and corporate image have a significant effect on customer loyalty. There is a significant influence of religiosity, service quality, and corporate image on customer loyalty with trust as an intervening variable. Furthermore, trust has a significant effect on customer loyalty.References
Aji, D. S. K., Setyawati, S. M., & Rahab, R. (2020). Analisis Pengaruh Religiosity, Service Quality Dan Image Terhadap Customer Loyalty Dengan Trust Sebagai Mediasi. Jurnal Ekonomi, Bisnis Dan Akuntansi, 22(1), 78–94.
Aulia, M. R., & Hafasnuddin. (2021). Pengaruh Kualitas Layanan, Kepuasan dan Religiusitas Terhadap Loyalitas Nasabah Bank Syariah MANDIRI Cabang Banda Aceh. Jurnal Ilmiah Ekonomi Manajemen, 6(1), 108–121. http:jim.unsyiah.ac.id/ekm
Gultom, D. K., Arif, M., & Muhammad Fahmi. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan Dedek. MANEGGGIO: Jurnal Ilmiah Magister Manajemen, 3(2), 273–282. http://jurnal.umsu.ac.id/index.php/MANEGGIO
Hanneman, R. A. (2009). Daftar Isi Daftar Isi : 4(April), 2–5.
Hati, S. W., & Juliati, A. (2019). Analisis Pengaruh Logistics Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Perusahan Logistik Jalur Nugraha Ekakurir (Jne). JURNAL AKUNTANSI, EKONOMI Dan MANAJEMEN BISNIS, 7(2), 240–249. https://doi.org/10.30871/jaemb.v7i2.1592
Jamaan, R. (2016). Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepercayaan Nasabah Serta Dampaknya Terhadap Loyalitas Nasabah. Skripsi Program Studi Manajemen Universitas Islam Negeri Syarif Hidayatullah Jakarta.
Kasmir. 2014. Dasar-dasar Perbankan. Edisi Revisi 2008. : PT Raja Grafindo Persada Jakarta.
Kennedy S. H. 1977. "Nurturing Corporate Images", European Journal of Marketing, Vol. 11 Issue: 3, pp.119-164
Kotler, Philip., dan Armstrong, Gary. 2012. Prinsip-prinsip Pemasaran. Edisi 13. Jilid 1.Erlangga Jakarta.
Lupiyoadi. (2014). Daftar Pustaka Daftar Pustaka. Pemikiran Islam Di Malaysia: Sejarah Dan Aliran, 20(5), 40–43. https://books.google.co.id/books?id=D9_YDwAAQBAJ&pg=PA369&lpg=PA369&dq=Prawirohardjo,+Sarwono.+2010.+Buku+Acuan+Nasional+Pelayanan+Kesehatan++Maternal+dan+Neonatal.+Jakarta+:+PT+Bina+Pustaka+Sarwono+Prawirohardjo.&source=bl&ots=riWNmMFyEq&sig=ACfU3U0HyN3I
Lutfiani, A. N., & Musfiroh, M. F. S. (2022). Pengaruh Kepercayaan Dan Pelayanan Terhadap Loyalitas Nasabah. Jamasy: Jurnal Akuntansi, Manajemen & Perbankan Syariah, 2(3), 64–74.
Maftachul Ningrum. (2022). Pengaruh Kualitas Pelayanan, Akuntabilitas,Dan Religiusitas Terhadap Loyalitas Muzakki Dengan Kepercayaan Sebagai Variabel Intervening Di Lembaga Amil Zakat Kota Magelang. Jurnal Ekonomi Bisnis Dan Akuntansi, 2(2), 12–20. https://doi.org/10.55606/jebaku.v2i2.120
MAHENDRA KUSUMA, A. G., & Sukaatmadja, I. P. G. (2018). Pengaruh Kewajaran Harga Dan Citra Perusahaan Terhadap Kepercayaan Dan Loyalitas Konsumen. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 3(2), 1835. https://doi.org/10.24843/eeb.2018.v07.i07.p03
Muzammil, A., Yunus, M., & Darsono, N. (2017). “Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Loyalitas Pelanggan Indihome Pt. Telkom Indonesia Di Banda Aceh Dengan Kepuasan Dan Kepercayaan Pelanggan Sebagai Variabel Mediasi.” Jurnal Manajemen Dan Inovasi, 8(3), 104–133.
Mowen, C. John., dan Minor, Michael. 2012. Perilaku Konsumen. Erlangga Jakarta.
Nurrachmi, I., & Hudzaefi, H. (2021). Pengaruh Religiusitas Dan Citra Bank Syariah Terhadap Loyalitas Nasabah Pada Bank Syariah Di Kota Bandung. Probisnis, 14(1), 42–52.
Rangkuti. Freddy. 2012. Studi Kelayakan Bisnis & Investasi. Gramedia Pustaka Utama Jakarta.
Sahputra, J., & Harahap, R. A. (2022). Pengaruh Religiusitas Terhadap Loyalitas Nasabah. Jurnal Ekonomi Dan Keuangan Syariah, 1(1), 1–10. https://jurnal.perima.or.id/index.php/JEKSya/article/view/66%0Ahttps://jurnal.perima.or.id/index.php/JEKSya/article/download/66/78
Satria, F., & Diah Astarini. (2023). Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Dimediasi Oleh Kepuasan Nasabah. Jurnal Ekonomi Trisakti, 3(1), 1911–1924. https://doi.org/10.25105/jet.v3i1.16124
Senoaji, F. (2021). Hubungan Antara Tanggung Jawab Sosial, Kualitas Pelayanan, dan Citra Perusahaan Terhadap Loyalitas Nasabah BSI Surabaya. Improvement: Jurnal Manajemen Dan Bisnis, 1(2), 165. https://doi.org/10.30651/imp.v1i2.11255
Shan Abitama Prabowo, A. (2021). PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN KUALITAS INFORMASI PRODUK TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan CV. Lautan Mas Kota Semarang). Diponegoro Journal of Management, 10(5), 1–15. http://ejournal-s1.undip.ac.id/index.php/dbr
Siswadhi, F., Ahmad, M., & Sarmigi, E. (2022). Pengaruh Kualitas Pelayanan, Kepercayaan, dan Religiusitas terhadap Kepuasan Dan Loyalitas Nasabah Pt. Bank Nagari. JBEE : Journal Business Economics and Entrepreneurship, 4(1), 49–62. https://journal.shantibhuana.ac.id/index.php/bee/article/view/411
Sudirman, S., Darmiati, D., & Rahman, A. (2022). Pengaruh Kualitas Layanan dan Kepuasan Terhadap Loyalitas Nasabah Melalui Kepercayaan Sebagai Variabel Intervening. Akuntabel: Jurnal Akuntansi Dan Keuangan, 19(3), 640–650. https://doi.org/10.29264/jakt.v19i3.11805
Sutanto, F., & Keni, K. (2021). Pengaruh Service Quality, Service Convenience, dan Perceived Price and Fairness terhadap Loyalitas Nasabah Bank dengan Kepuasan Nasabah sebagai Variabel Mediasi. Jurnal Manajemen Bisnis Dan Kewirausahaan, 5(2), 129. https://doi.org/10.24912/jmbk.v5i2.11180
Syarifudin, SE., M. (2019). Loyalitas Pelanggan. Unimal Press, 14(2), 116.
Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848. https://doi.org/10.1108/IJBM-03-2017-0054
Tjiptono, Fandy. 2011. Service Management Mewujudkan Layanan Prima. Edisi 2. : Andi Yogyakarta.
Winasih, T., & Hakim, L. (2021). Peran Kepuasan Sebagai Variabel Mediasi Kualitas Layanan dan Kepercayaan Nasabah terhadap Loyalitas Nasabah Bank Syariah. IQTISHADIA Jurnal Ekonomi & Perbankan Syariah, 8(2), 205–221. https://doi.org/10.19105/iqtishadia.v8i2.4152
Downloads
Additional Files
Published
Issue
Section
License
Authors who publish with JEBI: Jurnal Ekonomi dan Bisnis agree to the following terms:
- Authors retain copyright and grant the JEBI: Jurnal Ekonomi dan Bisnis right of first publication with the work simultaneously licensed under Creative Commons Attribution License (CC BY 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the published version of the work (e.g., post it to an institutional repository or edit it in a book), with an acknowledgment 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) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
