Analysis of The Influence of Islamic Banking Objectives on Customer Satisfaction and Loyalty in West Sumatera
Keywords:
Islamic Banking, Satisfaction, Loyalty, West SumateraAbstract
The study aims to see the influence of Islamic banking objectives on customer satisfaction and loyalty in West Sumatra. This study uses a quantitative method, then the data is processed and analyzed using the PLS-SEM (Partial Least Squares Structural Equation Model) model supported by SmartPLS 3.0 software. The respondents of the study were 90 BSI customers. The results of the study show that the variables of Islamic banking objectives and satisfaction have a significant positive effect, then there is an insignificant effect between Islamic Banking Objectives on Customer Loyalty while Customer Satisfaction on Customer Loyalty has a significant positive effect on BSI in West Sumatra. This explains that the higher the level of customer satisfaction, the more loyal the customer is to BSI. The implications of this study are to identify factors that influence customer loyalty in Islamic banks, with the assumption that retaining existing customers through increased communication and interaction is more effective than acquiring new customers, so that it can help Islamic banking, especially BSI in West Sumatra, in achieving better business goals by strengthening its position in the market.
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