The Influence Of Customer Trust And Corporate Reputation On Customer Loyality With Customer Satisfaction As a Moderating Variable at Bank Syariah Indonesia BSI KCP Rumbai Pekanbaru
DOI:
https://doi.org/10.5281/zenodo.11527222Keywords:
Customer Trust, Corporate Reputation, Customer Loyality, Customer SatisfactionAbstract
The presence of PT Bank Syariah Indonesia Tbk (BSI) in the Rumbai area with the aim of optimizing services and synergy with the community in financial transactions according to sharia principles for the local community. In May 2023, BSI customer data was leaked after previously experiencing a ransomware attack. This raises concerns for BSI customers. Customer data leaks are a serious problem that can damage a company's reputation. These concerns can lead to decreased trust and reduced consumer loyalty to the company. This research aims to see the influence of customer trust and company reputation on customer loyalty with customer satisfaction as a moderating variable at BSI Pekanbaru Rumbai branch office. The population in the study were all customers of BSI Rumbai Pekanbaru branch office, totaling 15,858 customers. Meanwhile, the sampling technique uses the Isaac and Michael formula with an alpha of 5%. And a sample of 376 customers was obtained. The data analysis method used is Structural Equation Model (SEM) using SmartPLS software. The test results show that customer trust and company reputation have a significant effect on customer loyalty. Then also customer satisfaction significantly moderates the influence of customer trust and company reputation on customer loyalty. The magnitude of the influence of customer trust and company reputation on customer loyalty is moderated by customer satisfaction at 71.8%.
Downloads
References
Abdillah, Abid., &; Rachmat, Basuki. (2023). The Effect of Service Quality, Customer Trust and Customer Loyalty on Word of Mouth for BRI Bank Customers in Surabaya. Journal of Hayam Wuruk Perbanas University, Surabaya.
Astuti, Y. W., Agriyanto, R., &; Turmudzi, A. (2020). The Effect of Service Quality, Customer Value, Trust and Satisfaction on Customer Loyalty of Sharia Mobile Banking Service Users. Indonesian Journal of Marketing Science, 19(3), 134–158. https://doi.org/10.14710/jspi.v19i3.134-158
Bhimantoro, S., &; Andjarwati, A. L. (2016). The Effect of Service Quality on Landline Customer Loyalty with Satisfaction as an Intervening Variable (Study on Landline Customers of PT Telkom Kota West Surabaya). Journal of Management Science, 4(3), 1–11.
Dewi, W. P., &; Amsari, S. (2023). The influence of marketing communication, trust, and complaint handling on customer loyalty of murabahah financing at Bprs Puduarta Insani. Journal of Islamic Economics, 8(2).
Djamil, N. (2023). Akuntansi Terintegrasi Islam : Alternatif Model Dalam Penyusunan Laporan Keuangan: Islamic Integrated Accounting : Alternative Models in Preparing Financial Statements. JAAMTER : Jurnal Audit Akuntansi Manajemen Terintegrasi, 1(1), 1–10. https://doi.org/10.5281/zenodo.8384951
Djamil, N. (2023). Trading in Influence: Modus Baru dalam Korupsi Indonesia Tahun 2022 dan Paradoks Kriminalisasi . JAAMTER : Jurnal Audit Akuntansi Manajemen Terintegrasi, 1(4), 294–304. https://doi.org/10.5281/zenodo.10494654
Djamil, N. (2023). Pelanggaran Prinsip Etika Audit dalam Dysfunctional Audit Behavior: Violation of Audit Ethics Principles in Dysfunctional Audit Behavior. JAAMTER : Jurnal Audit Akuntansi Manajemen Terintegrasi, 1(3), 164–177. https://doi.org/10.5281/zenodo.8394964
Famiyeh, S., Kwarteng, A., &; Asante-Darko, D. (2018). Service quality, customer satisfaction and loyalty in automobile maintenance services: Evidence from a developing country.
Journal of Quality in Maintenance Engineering, 24(3), 262–279. https://doi.org/10.1108/JQME-10-2016-0056
Febriani, E., Rahmizal, M., &; Aswan, K. (2019). The influence of Brand Image and Brand Trust on Innisfree's Brand Loyalty. 328–339. http://kc.umn.ac.id/id/eprint/10360
Iqbal, M. S., Hassan, M. U., Sharif, S., &; Habibah, U. (2017). Interrelationship Among Corporate Image, Service Quality, Customer Satisfaction, And Customer Loyalty: Testing The Moderating Impact Of Complaint Handling. International Journal of Academic Research in Business and Social Sciences, 7(11), 667–688.
Iswadi, A., &; Tiastity, R. (2015). Analysis of the Effect of Company Reputation and Customer Trust on Customer Loyalty with Service Quality as a Moderation Variable. Journal of Economics and Entrepreneurship Vol. 15 No 2 June 2015: 217 – 226.
Kartika, T., Firdaus, A., &; Najib, M. (2019). Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-04-2017-0040
Kusuma, R. W., &; Suwitho, S. (2015). The influence of product quality, price, facilities and emotional on customer satisfaction. Journal of Management Science and Research (JIRM), 4(12).
Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4). https://doi.org/10.6007/ijarbss/v7-i4/2821.
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269.
Martias, D., Djamil, N., & Dwi Permata, A. (2023). Analysis of Factors that Influence Purchasing Decisions for Wardah Cosmetics in Pekanbaru City . JAAMTER : Jurnal Audit Akuntansi Manajemen Terintegrasi, 1(4), 194–203. https://doi.org/10.5281/zenodo.10313759
Nurutami, S. S., Marnis, &; Kornita, S. E. (2021). The Effect of Satisfaction in Moderating the Image
Company and Trust in Go-Jek Application User Loyalty in Pekanbaru City. Journal of Economics TIPS, 32(2), 40–54. https://doi.org/10.25299/kiat.2021.vol32(2).8273.
Putri, S. S. E., Al Sukri, S., & Djamil, N. (2022). Pengaruh Kualitas Sumber Daya Manusia, Lingkungan Kerja, Disiplin Kerja, Motivasi, Komitmen Organisasi dan Kepemimpinan terhadap Kinerja Karyawan di Kota Dumai. Jurnal Pendidikan dan Konseling (JPDK), 4(6), 5648-5658.
(https://journal.universitaspahlawan.ac.id/index.php/jpdk/article/view/9171)
Reichheld, F.F. & Sasser, W.E., Jr. (1990). Zero Defections : Quality Comes to Services. Harvard Business Review, September/October, pp.105-111
Risdianto, Gisela Ekachristine., & Edwin, Japarianto. (2015) The Effect of Customer Satisfaction and Switching Barriers on Customer Loyalty with Customer Trust as a Moderator Variable at Togamas Surakarta Bookstore. Journal of Marketing Management, Vol.2 (2).
Sangadji, E.M. &; Sopiah. 2013. Consumer Behavior: A Practical Approach Accompanied by a Collection of Research Journals. Yogyakarta: CV. ANDI OFFSET.
Hayati, I., &; Sitompul, D. N. (2017). The influence of the peer teaching learning model on improving the affective aspects of students in the Financial Accounting course of the Sharia Banking Study Program, University of Muhammadiyah North Sumatra. Journal of Masharif Al-Syariah: Journal of Islamic Economics and Banking, 2(2).
Sugiyono. (2019). Quantitative and Qualitative Research Methodology and R&D. Bandung: Alfabeta.
Supertini, N.P.S., N.L.W.S. Telagawathi, N.N. Yulianthini (2020). The influence of customer trust and satisfaction on customer loyalty at the Kebaya heritage in Singaraja. Prospects: Journal of Management and Business, Vol 2 No. 1, July 2020.
Sunyoto, Danang. 2012. Fundamentals of Marketing Management. Yogyakarta: CAPS.
Syafrida, Ida, Aminah., Awaludin, Taufik. 2020. Decision to Use Sharia Banking Services: Millennial Customer Perspective. Journal of Islamic Business and Management, Volume 8, Number 1, June 2020. P-ISSN: 2442-3718, E-ISSN: 2477-5533. http://journal.iainkudus.ac.id/index.php/bisnis/index.
Teeroovengadum, V. (2020). Service Quality Dimensions As Predictors Of Customer Satisfaction And Loyalty In The Banking Industry: Moderating Effects Of Gender. European Business Review.
Urde, M., & Greyser, S. A. (2016). The Corporate Brand Identity and Reputation Matrix - The case of the Nobel Prize. Journal of Brand Management, 23(1), 89–117. https://doi.org/10.1057/bm.2015.49.
Utami, N. K. D. Y., Trianasari, &; Indah, P. R. (2022). The Effect of Relationship Marketing and Cross Selling on The Marketing Performance of Insurance Products PT Sun Life Indonesia Sales Office Singaraja. Journal of Master of Management Unram, 11(3), 179-191. https://doi.org/10.29303/jmm.v11i3.722
Wulandari, N., &; Sugiharto, S. (2015). Analysis of the Effect of Customer Value on Repurchase Intention with Customer Satisfaction as an Intervening Variable at Pisa Kafe Manyar Surabaya. Petra Journal of Marketing Management, 3(1), 1–12.
Yuniarti, Vinna Sri. 2015. Consumer Behavior Theory and Practice. Bandung: Pustaka Setia. Završnik, B. (2016). Reputation of Banks in Slovenia. Annals of the Alexandru Ioan Cuza University - Economics, 59(2). https://doi.org/10.2478/v10316-012-0043-4.
Zuhra, F., &; Sukma, S. (2018). Brand reputation to customer loyalty level mediated by customer satisfaction at Bank Mandiri Syari'ah KCP Bireuen. Proceedings of the National Seminar of Lhokseumawe State Polytechnic, Vol.2 No.1, 90-92.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Widya Handayani, Gatot Wijayanto, Sri Restuti
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
