THE EFFECT OF ISLAMIC SERVICE QUALITY, BANKING  IMAGE AND CORPORATE SOCIAL RESPONSIBILITY TOWARDS  CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS  INTERVENING VARIABLES

Vita Nur Janah; Iskandar Iskandar

doi:10.31958/imara.v5i2.3255

THE EFFECT OF ISLAMIC SERVICE QUALITY, BANKING IMAGE AND CORPORATE SOCIAL RESPONSIBILITY TOWARDS CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS INTERVENING VARIABLES

Vita Nur Janah, Iskandar Iskandar

Abstract

The purpose of this study was to determine the effect of Islamic servis quality, banking image and corporate social responsibility on customer loyalty with satisfaction as an intervening variable (case study of BPRS Sukowati Sragen customer). This study uses quantitative methods aimed at obtaining results from field data with existing theories. Samples were obtained as many as 100 respondents of BPRS Sukowati Sragen customers with accidental sampling technique. The data in this study are primary data obtained from respondents by filling out a questionnaire. Data analysis using instrument test, multiple regression analysis test, instrument test, classical assumption test and Path Analysis test with the help of SPSS version 25.

The results of this study conclude that the quality of Islamic services has a positive and significant effect on customer loyalty. Banking image has a positive and significant effect on customer loyalty. CSR has a positive and significant effect on customer loyalty. The quality of Islamic services has a positive and significant effect on satisfaction. Banking image has a positive and significant effect on satisfaction. CSR has a positive and significant effect on satisfaction. Satisfaction is able to mediate all independent variables.

Keywords

Islamic service quality, banking image, csr, loyalty. satisfaction

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DOI: http://dx.doi.org/10.31958/imara.v5i2.3255