MEMBANGUN LOYALITAS NASABAH USAHA KECIL DAN MENENGAH
MELALUI PENCIPTAAN MANFAAT RELASIONAL DAN KUALITAS
HUBUNGAN DALAM LAYANAN KREDIT PADA
PERBANKAN ISLAM
Total View This Week0
Total View This Week0
Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
TAPRATIWI, LUSI DIAJENG
Subject
332.12 - BANKS & BANKING
Datestamp
2016-07-23 06:43:37
Abstract :
As a new comer in banking industries, Islamic banking like conventional banking has a crucial problem for maintaining customer loyalty, specifically for Small and Medium Enterprises (SME) segment as potential customers. The purpose of this research is t o examine the effect of Relational Benefits and Relationship Quality in credit delivering service on Satisfaction and customer Loyalty of SME in Surabaya. Research involved 187 owners of SME who have credit account in Islamic bank. By questionnaires and Structural Equation Modeling (SEM) analysis, the results show that Relational Benefits have significant impact on Customer Satisfaction Loyalty. Beside it, research also found that Customer Satisfaction has a significant impact on Customer Loyalty. One of the findings which is different from previously research is the insignificantly effect of Relational Benefits on customer Satisfaction due to the homogeneity of relational benefits in this industry. The implication of the results is bank should create specific benefits as differentiation strategy in credit delivering services and maintain relationship quality consistently for creating customer satisfaction and loyalty. Keywords : Relational Benefits, Relationship Quality, Satisfaction, Loyalty, Islamic bank
As a new comer in banking industries, Islamic banking like conventional banking has a crucial problem for maintaining customer loyalty, specifically for Small and Medium Enterprises (SME) segment as potential customers. The purpose of this research is t o examine the effect of Relational Benefits and Relationship Quality in credit delivering service on Satisfaction and customer Loyalty of SME in Surabaya. Research involved 187 owners of SME who have credit account in Islamic bank. By questionnaires and Structural Equation Modeling (SEM) analysis, the results show that Relational Benefits have significant impact on Customer Satisfaction Loyalty. Beside it, research also found that Customer Satisfaction has a significant impact on Customer Loyalty. One of the findings which is different from previously research is the insignificantly effect of Relational Benefits on customer Satisfaction due to the homogeneity of relational benefits in this industry. The implication of the results is bank should create specific benefits as differentiation strategy in credit delivering services and maintain relationship quality consistently for creating customer satisfaction and loyalty. Keywords : Relational Benefits, Relationship Quality, Satisfaction, Loyalty, Islamic bank
Download
book
BibTex
Latex, Jabref
cloud_download
Original Resource
url resource Institution
