The effect of service Quality to customer satisfaction and loyalty in Sharia Bank

DOI

10.2991/insyma-18.2018.46How to use a DOI?

Keywords

customer loyalty, service quality, customer satisfaction

Abstract

Products and prices competition within sharia and conventional banks have an impact on commoditization. To gain market share, sharia banks use halal product as differentiation and service strategy to retain customer through satisfaction to increase loyalty. Customer loyalty expected to increase share from existing customers through up and cross selling, and attract new customers through word of mouth and recommendations. This research aims to analyze the relationship among those variables: service quality with CARTER model, customer satisfaction and customer loyalty. Primary data from 300 respondents analyzed using SEM to proof the hypotheses after the validity and reliability testing was performed. All hypotheses were positive and significant. Theoretical and practical implications were also discussed.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Gito Suseno
AU  - Muchsin Muthohar
PY  - 2018/03
DA  - 2018/03
TI  - The effect of service Quality to customer satisfaction and loyalty in Sharia Bank
BT  - Proceedings of the 15th International Symposium on Management (INSYMA 2018)
PB  - Atlantis Press
SP  - 186
EP  - 190
SN  - 2352-5398
UR  - https://doi.org/10.2991/insyma-18.2018.46
DO  - 10.2991/insyma-18.2018.46
ID  - Suseno2018/03
ER  -