The Influence of Bank Image, Accessibility, and Customer Relationship Management on Customer Satisfaction and Loyalty at Islamic Banks in Makassar City
DOI:
https://doi.org/10.26668/businessreview/2023.v8i9.3640Keywords:
Bank Image, Accessibility, Customer Relationship Management, Customer Satisfaction, Customer LoyaltyAbstract
Purpose: To test and analyze partially the effect of bank image, accessibility, and customer relationship management on customer satisfaction at Islamic banks in Makassar City. To test and analyze the partial effect of bank image, accessibility, and customer relationship management on customer loyalty through customer satisfaction at Islamic banks in Makassar City.
Theoretical framework: To test and analyze partially the effect of bank image, accessibility, customer relationship management, and customer satisfaction on customer loyalty at Islamic banks in Makassar City
Design/Methodology/Approach: The population is 145,280 customers, and the sample is 400 customers. Methods of data collection using a questionnaire. The sample collection method is purposive sampling. The analytical method uses the Structural Equation Model (SEM).
Findings: The results of the study show that: Bank image, accessibility, and customer relationship management partially have a positive and significant effect on customer satisfaction at Islamic banks in Makassar City. Bank image, customer relationship management, and customer satisfaction partially have a positive and significant effect on customer loyalty at Islamic banks in Makassar City.
Research, Practical & Social implications: Accessibility has a positive and insignificant effect on customer loyalty at Islamic Banks in Makassar City. Bank image, accessibility, and customer relationship management partially have a positive and significant effect on customer loyalty through customer satisfaction at Islamic banks in Makassar City.
Originality/Value: Loyal customers do not make accessibility the main factor in creating a loyal attitude but prioritize the image of Islamic Banks and Customer Relationship Management as factors that contribute significantly directly to loyalty.
Downloads
References
Addina, B. N. (2018). The Effect of Bank Image and Customer Relationship Marketing on Customer Loyalty with Customer Satisfaction as an Intervening Variable (Study on Customers of Pt Bank Tabungan Negara (Persero) Tbk in Malang City) (Doctoral dissertation, Brawijaya University).
Ahmad, A.M., Al-Qarni, A.A., & Alsharqi, O.Z. (2013). The Impact of Marketing Mix Strategy on Hospitals Performance Measured by Patient Satisfaction: An Empirical Investigation on Jeddah Private Sector Hospital Senior Managers Perspective. Journal ISSN: King Abdulaziz University Jeddah.
Alatyat, Z., Atiat, H. S., Al-Qatawneh, M. I., Alrahamneh, N. H. Y., Alrahamneh, H. Y., Alzyadat, M. A., & Jalil, M. M. A. (2023). The Impact of Branding in Building and Enhancing Customer Loyalty for Banking Services: an Applied Study of Commercial Bank Customers in Jordan. International Journal of Professional Business Review, 8(4), e01138. https://doi.org/10.26668/businessreview/2023.v8i4.1138
Anton, Jon, Petouhoff, Natalie L., (2002). Customer Relationship Management: The Bottom Line to Optimizing Your ROI, New Jersey: Prentice Hall
Azizah, H. (2012). Effect of Service Quality, Image and Satisfaction on Customer Loyalty. Thesis. Semarang: Faculty of Economics, State University of Semarang.
Bahari, A. F., & Basalamah, J. (2019). Analysis of Product Quality, Service Quality and Customer Relationship Management and Their Impact on Participants' Satisfaction BPJS Ketenagakerjaan in Makassar City. JOURNAL OF BUSINESS MANAGEMENT, 6(1), 11–21. https://doi.org/10.33096/jmb.v6i1.155
Beneke, J. et al. (2011). An Exploratory Study Of The Relationship Between Store Image, Trust, Satisfaction And Loyalty In a Franchise Setting. Southern African Business Review. 15 (2).
Dewi, Meutia, (2016). The Effect of Service Quality on Patient Satisfaction Using BPJS at the East Aceh District Medical Rehabilitation Hospital, Journal of Management and Finance, Vol. 3, No. 2:535-544.
Djamereng, A., Basalamah, S., Mursalim, & Dani, I. (2019). The Effect Of Quality Of Services, Images, Satisfaction On Loyalty. International Journal of Economics, Business and Management Research, 3(3). www.ijebmr.com
Foster. B. (2008). Retail Management. Bandung: Alphabet Publishers.
Greetings, Dz, Abdus. (2018). Digital Banking-Based Sharia Banking Financial Inclusion: Optimization and Challenges. Al Amwal Vol. 10 No. 1: 63-80.
Hermawan, B., Basalamah, S., Djamereng, A., & Plyriadi, A. (2017). Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Providers. IRA-International Journal of Management & Social Sciences (ISSN 2455-2267), 8(1), 62. https://doi.org/10.21013/jmss.v8.n1.p7
Ishak, Asmai and Luthfi Zhafitri. (2017). The Effect of Consumer Satisfaction and Trust on Loyalty: A Study of the Mediation Role of Switching Costs. Journal of Business Strategy Vol. 15 No. 1. ISSN 0853-7666 (print), 2528-7001 (online).
Kartajaya, Herman. (2007). Boosting Loyalty Marketing Performance Using Sales Techniques, Customer Relationship Management and Service to Boost Profits. Bandung: Mizan Pustaka
Lovelock, Christopher and Lauren Wright. (2007). Principles of Service Marketing and Management, 2nd ed. Upper Saddle River, NJ: Prentice Hall Inc.
Lupiyoadi, Rambat. (2013). Competency-Based Services Marketing Management (Edition 3). Jakarta: Salemba Empat.
Lupiyoadi, Rambat. (2016). Competency-Based Services Marketing Management (Edition 3). Jakarta: Salemba Empat.
Mohamad, M., Modding, B., Gani, A., & Semmaila, B. (2022). The Effect of Service Quality on Internet Service Customer Loyalty in the Pandemic Period, Satisfaction and Trust as Intervening Variables. SEIKO: Journal of Management & Business, 5(1), 494–504. https://www.journal.stieamkop.ac.id/index.php/seiko/article/view/1733
Muzaki, Achmad. (2019). The Influence of Design, Price, and Service Quality on Customer Satisfaction (Case Study of Mandiri Gordyn Customers in Lumajang Regency). [Undergraduate Thesis]
Nardiman. (2017). The Influence of Customer Relationship Management and Customer Value on Customer Satisfaction and Its Impact on Customer Loyalty of Bank BRI Unit Tiku Bukittinggi Branch. Journal of ECOBISTEK Vol. 6 No. 2: 251-262.
Porter, Michael, E. (2008). Competitive strategy. Tangerang: Karisma publishing group.
Pratama, A. H. (2017). The Development of Internet Users in Indonesia in 2016 is the Largest in the World. Retrieved September 16, 2017, from Techinasia: https://id.techinasia.com/permbuh-pengguna-internet-diindonesia-tahun-2016
Prihatin, E., Mus, R., Hasan, S., & Labbase, I. (2021). The Role of Customer Satisfaction in Mediating Marketing Mix and Service Quality on Customers Loyalty of Tourists in Makassar, Sulawesi Selatan. IOSR Journal of Humanities And Social Science, 26(1). www.iosrjournals.org
Putra, Mukhlis Yunus, Sulaiman. (2017). The Influence of Customer Relationship Management on Customer Satisfaction and Its Impact on Customer Loyalty of PT. BANK RAKYAT INDONESIA. Journal of Management and Innovation. Vol. 8 No. 2. 70-83.
Rahmi, S. N., Hilda, H., & Noorma, N. (2020). The Relationship between Service Quality and Patient Satisfaction at the Tanah Grogot Health Center. Mulawarman Journal of Medicine, 9(1), 28-34.
Rismayanti, et al. (2019). The Effect of Job Satisfaction on Turnover Intention and Its Impact on Employee Performance (Study on Permanent Employees of Pg Kebon Agung Malang). Journal of Business Administration (JAB)| Vol. 61 No. 2.
Safitri E., Mintarti R., & N.K. Indrawati. (2016). The Influence of Service Quality and Corporate Image on Customer Satisfaction and Service Center Customer Loyalty. Journal of Business Economics. 2(1).
Sinaga, U. R. T., Achmad, G. N., & Kuleh, Y. (2021). The Influence of Customer Relationship Management and Service Quality on Customer Satisfaction and Loyalty at Conventional Banks. Syntax Literate; Indonesian Scientific Journal, 6(5), 2551. https://doi.org/10.36418/syntax-literate.v6i5.2690
Sufri, M. (2020). Reputation Influence, Customerrelationship management (CRM) on terhadap Customer Value and Customer Loyalty Sharia Banks in Makassar. IOSR Journal of Business and Management (IOSR-JBM), 22(10), 01–23. https://www.iosrjournals.org/iosr-jbm/papers/Vol22-issue10
Sumadi, Euis Soliha. (2015). The Effect of Bank Image and Trust on Loyalty Mediated By Customer Satisfaction. Jurnal Dinamika Manajemen. JDM Vol. 6, No. 2. pp: 121-132.
Suriadi, S., Basalamah, S., & Dewi, R. (2019). The Effect of Service Quality on Customer Satisfaction and Loyalty at PT. Pegadaian (Persero) Rappang Unit Branch, Sidenreng Rappang Regency. CESJ: Center Of Economic Students Journal, 2(2), 119–124. https://jurnal.fe.umi.ac.id/
Suriadi, S., Basalamah, S., & Dewi, R. (2019). The Effect of Service Quality on Customer Satisfaction and Loyalty at PT. Pegadaian (Persero) Rappang Unit Branch, Sidenreng Rappang Regency. CESJ: Center Of Economic Students Journal, 2(2), 119–124. https://jurnal.fe.umi.ac.id/
Suryawan Andi Sulistyadi. (2016). The Influence of Service Quality, Price and Accessibility on Customer Loyalty Through Customer Satisfaction. Journal of Management Science and Research: Volume 5, Number 3.
Tjiptono F, Gregory Chandra.(2016). Service, Quality, and Satisfaction. Yogyakarta: ANDI.
Tjiptono, Fandi. (2014). Strategic Marketing, Second Edition. Yogyakarta: Andi.
Victor, P. Jorie, R.J., Sumarauw, J.S.B. (2015). The Effect of CRM and Trust on Satisfaction and Its Impact on Customer Loyalty of PT. BCA Bank Tbk. In Manado. EMBA Journal. Vol.3 No.2 June, Pg. 671-683. ISSN 2303-1174.
Violin, V., Hasan, S., & Sufri, M. (2022). The Effect of the Low-Cost Carrier Concept and Service Quality on Customer Satisfaction and Loyalty at Lion Airlines in Indonesia. Journal of Management Science (JMS), 3(1), 150–160. https://doi.org/10.33096/jms.v3i1.957
Yohanes Totok Suyoto, & Tannady , H. (2022). Ideal Self-Congruence: Its Impacts on Customer Love and Loyalty to Luxury Brands in Indonesia. International Journal of Professional Business Review, 7(6), e0769. https://doi.org/10.26668/businessreview/2022.v7i6.e769
Yuniarti, Vinna Sri. (2015). Consumer Behavior Theory and Practice. Faithful Library. Bandung.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Yuswari Nur, Salim Basalamah, Baharuddin Semmail, Sabri Hasan
This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.
Authors who publish in this journal agree to the following terms: the author(s) authorize(s) the publication of the text in the journal;
The author(s) ensure(s) that the contribution is original and unpublished and that it is not in the process of evaluation by another journal;
The journal is not responsible for the views, ideas and concepts presented in articles, and these are the sole responsibility of the author(s);
The publishers reserve the right to make textual adjustments and adapt texts to meet with publication standards.
Authors retain copyright and grant the journal the right to first publication, with the work simultaneously licensed under the Creative Commons Atribuição NãoComercial 4.0 (http://creativecommons.org/licenses/by-nc/4.0/), which allows the work to be shared with recognized authorship and initial publication in this journal.
Authors are allowed to assume additional contracts separately, for non-exclusive distribution of the version of the work published in this journal (e.g. publish in institutional repository or as a book chapter), with recognition of authorship and initial publication in this journal.
Authors are allowed and are encouraged to publish and distribute their work online (e.g. in institutional repositories or on a personal web page) at any point before or during the editorial process, as this can generate positive effects, as well as increase the impact and citations of the published work (see the effect of Free Access) at http://opcit.eprints.org/oacitation-biblio.html
