Service Quality, Customer Satisfaction and Customer Loyalty: Preliminary Findings

Abror Abror; Dina Patrisia; Yunita Engriani

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Paper

Service Quality, Customer Satisfaction and Customer Loyalty: Preliminary Findings

In Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference SEABC - Volume 1, 14-19, 2018 , Palembang, South Sumatra, Indonesia

Authors: Abror Abror ; Dina Patrisia and Yunita Engriani

Affiliation: Universitas Negeri Padang, Indonesia

Keyword(s): Shariah bank, Service quality, Customer satisfaction, Customer loyalty, Structural Equation Modelling (SEM)

Abstract: Shariah banking is an emerging business recently. One of the important factors in managing the Shariah business, such as the banking sector, is how to create customer loyalty. This preliminary study examines the influence of service quality and customer satisfaction on Shariah bank’s customer loyalty. The population of this study is the customers of Shariah banks in West Sumatera. We used Structural Equation Modelling (SEM) with Partial Least Squares (PLS) as the data analysis. This study found that the service quality has a positive and significant impact on customer satisfaction. Customer satisfaction is also a significant and positive antecedent of loyalty. Surprisingly, we found that service quality also has a positive and significant influence on customer loyalty. Hence, the link between service quality and customer loyalty has been partially mediated by customer satisfaction. Furthermore, some limitation and future study are discussed.

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Paper citation in several formats:

Abror, A.; Patrisia, D. and Engriani, Y. (2019). Service Quality, Customer Satisfaction and Customer Loyalty: Preliminary Findings. In Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC; ISBN 978-989-758-387-2; ISSN 2184-5212, SciTePress, pages 14-19. DOI: 10.5220/0008436300140019

@conference{seabc19,
author={Abror Abror. and Dina Patrisia. and Yunita Engriani.},
title={Service Quality, Customer Satisfaction and Customer Loyalty: Preliminary Findings},
booktitle={Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC},
year={2019},
pages={14-19},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008436300140019},
isbn={978-989-758-387-2},
issn={2184-5212},
}

TY - CONF

JO - Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC
TI - Service Quality, Customer Satisfaction and Customer Loyalty: Preliminary Findings
SN - 978-989-758-387-2
IS - 2184-5212
AU - Abror, A.
AU - Patrisia, D.
AU - Engriani, Y.
PY - 2019
SP - 14
EP - 19
DO - 10.5220/0008436300140019
PB - SciTePress