Pengaruh Physical Evidence terhadap Loyalitas Nasabah Bank Syariah: Peran Kepuasan sebagai Variabel Pemediasi

Muhammad Basyir

Abstract


This study analyzes the effect of physical evidence on customer satisfaction and loyalty of sharia banks in Banda Aceh. The sharia banks comprise Bank Aceh Syariah, BRI Syariah, BNI Syariah, Bank Mandiri Syariah, and Bank Danamon Syariah. Data gathering through distributing questionnaires to 250 customers who were determined by purposive sampling. Using multivariate statistical structural equation modeling (SEM) as a data analysis means, the study found that physical evidence has a positive effect on customer satisfaction and loyalty. The existence of customer satisfaction mediates the effect of physical evidence on customer loyalty.

 

Keywords: Physical evidence, customer’s satisfaction, customer’s loyalty and structural equation modeling.

Full Text:

PDF

References


Amri, K. (2012). Faktor-faktor yang mempengaruhi kepercayaan pengguna layanan perawatan kecantikan, Jurnal Manajemen dan Keuangan, 1(1), 10-21.

Amri, K. (2013). Faktor-faktor yang mempengaruhi loyalitas konsumen surat kabar Harian Serambi Indonesia di kota Banda Aceh. Jurnal Ekonomi Manajemen dan Bisnis, 1 (1), 229-242.

Amri, K., Qurratul’aini, I., & Julianty, J. (2018). Preferensi nasabah memilih produk pembiayaan bank aceh syariah di kota Banda Aceh, Jurnal Samudra Ekonomi dan Bisnis, 9(1), 31-41.

Bae, S., Slevitch, L., & Tomas, S. (2018). The effects of restaurant attributes on satisfaction and return patronage intentions: Evidence from solo diners’ experiences in the United States. Cogent Business & Management, 5(1), 1–16. doi:10.1080/23311975.2018.1493903

Chen, C.-M., & Liu, H.-M. (2017). The moderating effect of competitive status on the relationship between customer satisfaction and retention. Total Quality Management & Business Excellence, 1–24. doi:10.1080/14783363.2017.1333413

Chopra, K. (2014). Empirical study on role of customer service in delivering satisfaction at branded retail outlets in Pune. Procedia Economics and Finance, 11, 239–246. doi:10.1016/s2212-5671(14)00192-0

Farnita, I., & Amri, K. (2013). Persepsi mahasiswa terhadap kualitas layanan Pendidikan Akademi Manajemen Informatika dan Komputer Indonesia (AMIKI) Banda Aceh. Jurnal Ekonomi Manajemen dan Bisnis 1 (1), 118-139

Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the Sultanate of Oman. SAGE Open, 10(2), 215824402091951. doi:10.1177/2158244020919517

Ghozali, I. (2013). Structural Equition Modelling, Metode Alternatif Dengan Partial Least Square PLS, Badan Penerbit Universitas Diponegoro, Semarang.

Giddens, N., & Hofmann, A. (2012), Brand Loyalty. (online) http://www. extension.iastate.edu/agdm/wholefarm.

Gong, T., & Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing, 35(6), 427–442. doi:10.1002/mar.21096

Hutchens, M. J. (2017). Structural Equation Modeling. The International Encyclopedia of Communication Research Methods, 1–9. doi:10.1002/9781118901731.iecrm0243.

Ikhsan, Fitri, C. D., Maulana, H., & Amri, K. (2020). Effect of inflation on total deposits and financing of sharia commercial banks: A monthly data evidence from Indonesia, Regional Science Inquiry 12 (1), 103-114.

Kushwaha, G., Agrawal, S., (2015). An Indian customer surrounding 7P׳s of service marketing. Journal of Retailing and Consumer Services, 22, 85-95.

Kusumawati, I., Andarwati, & Hadiwidjojo, D (2017). Pengaruh Kualitas Produk Dan Layanan Terhadap Loyalitas Pelanggan Coffee Shop, Ekonomi Bisnis, 22(2), 123-129.

Lentell, R. (2000). Untangling the tangibles: “physical evidence” and customer satisfaction in local authority leisure centres. Managing Leisure, 5(1), 1–16. doi:10.1080/136067100375704

Lin, I. Y., & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived congruency on customers’ emotions and satisfaction. Journal of Hospitality Marketing & Management, 19(8), 819–841. doi:10.1080/19368623.2010.514547

Loebis, P. H., Utami, S., Basyir, M., Rakhmawati, L., Fahmi, I., Aprilia, C., & Fauziati, R. (2018). Mediated effect of consumer satisfaction on the influences of experiential marketing and product quality on customer loyalty of maybelline cosmetic products in Banda Aceh, Indonesia, Advances in Social Science, Education and Humanities Research, 292, 713-719.

Lovelock, C.H., & Wright, K. L. (2012) Manajemen Pemasaran Jasa, PT. Indeks, Jakarta.

Maulan, S. (2016). Consumers’ loyalty toward islamic banking system: Does ḥala̅l brand awareness matter?. International Journal of Economics, Management and Accounting, 24(2), 209-226.

Miles, P., Grant, M., dan Alan, C., (2012). Linking servicescape to customer satisfaction: Exploring the role of competitive strategy, International Journal of Operations & Production Management, 32(7), 772-795.

Mora, O., & Basyir, M. (2018). Pengaruh healthscape terhadap behavioral intention yang dimediasi oleh service quality pada rumah sakit harapan bunda di Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 3(4), 16-28.

Mukhsina & Brahmatih, I. A. (2014) The Impact of product, people, process dan physical evidence on customer loyalty at PT. samudera shipping services - Surabaya, Jurnal Ilmu Ekonomi & Manajemen, 1(1), 43-73.

Nashem, T. N., Issa, M. S., Iapadre, G., & Hamdan, F. I. (2018). Does the physical evidence in emergency department affect the loyalty of the beneficiaries in Jordanian Healthcare Organizations? International Journal of Medical Research & Health Sciences, 7(7), 151-161.

Oliver, R. (1997). Satisfaction: A behavioural perspective on the consumer. McGraw Hill. New York.

Payne, A. (2000). The Essense of Service Marketing, Alih Bahasa: Fandy Tjiptono, Penerbit Andi, Yogyakarta.

Qanun Aceh No 11 Tahun 2018 tentang Lembaga Keuangan Syariah (LKS)

Ratnawati & Amri, K. (2013). Pengaruh keadilan organisasional, kepercayaan pada atasan terhadap perilaku kewargaan organisasi (organizational citizenship behavior). Jurnal Ekonomi Manajemen dan Bisnis, 1(1), 56-73.

Shen, X., & Bae, B-R. (2018). The Effect of Coffee Shop's Servicescape on the Customer Loyalty - Focused on Jeonju Area, International Journal of Industrial Distribution & Business, 9(3),89-98.

Saeed, R., Iqbal, A., Lodhi, R. N., Sami, A., Riaz, A., Munir, M., & Mizna. (2014). Impact of service quality on customer loyalty in islamic banking sector of Pakistan: A mediating role of customer satisfaction. Journal of Basic and Applied Scientific Research, 4 (2), 135-143.

Said, M., Hamzah, D., Muis, M., & Jusni (2016). Implications of establishing location, physical evidence, and customer satisfaction level of customer loyalty in ritel modern In Makassar, International Journal Of Scientific & Technology Research, 5(1), 107-114.

Sanjaya, S., & Pratiwi, N. (2018). Pengaruh people, process, dan physical evidence terhadap kepuasan atas pelayanan pada perbankan syariah di kota Padang, Al-Masraf: Jurnal Lembaga Keuangan dan Perbankan, 3(2), 194-201.

Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction. The TQM Journal, 32(3), 543–558. doi:10.1108/tqm-07-2019-0187.

Suhartanto, D., Farhania, N. H., Mufliha, M., & Setiawan. (2018). Loyalty intention towards islamic bank: The role of religiosity, image, and trust. International Journal of Economics and Management, 12(1), 137-151.

Susanty, A., & Kenny, E. (2015). The Relationship between Brand Equity, Customer Satisfaction, and Brand Loyalty on Coffee Shop: Study of Excelso and Starbucks, Asean Marketing Journal, 7(1), 14-27.

Tjan, S. (2015). The impact of marketing mix on customer loyalty towards plaza indonesia shopping center, iBuss Management, 3(2), 392-402.

Verma, Y., & Singh, M. R. P. (2017). Marketing mix, customer satisfaction and loyalty: an empirical study of telecom sector in Bhutan, Indian Journal of Commerce & Management Studies, 8(2), 121-129.

Wahid, S. D. M., Mohamad, N. I., & Zahari, S. N. F. (2012). Measuring physical evidences and customers’ satisfactions at hotels & resorts in Lumut, Elixir Marketing Mgmt. 50, 10253-10256.

Widyarini. (2018). Loyalty of Islamic bank’s costumers: A meta-analysis study. Journal of Islamic Economics Lariba, 4(2), 83-96

Xia, Y., & Yang, Y. (2018). RMSEA, CFI, and TLI in structural equation modeling with ordered categorical data: The story they tell depends on the estimation methods. Behavior Research Methods. doi:10.3758/s13428-018-1055-2.

Ya-Ling Wu, & Eldon Y. Li,. (2018). Marketing mix, customer value, and customer loyalty in social commerce: A stimulus-organism-response perspective. Internet Research, 28(1), 74-104.

Yusof, J. M., & Arifin, S. (2016). The influence of self-congruity, functional image, and emotional attachment on loyalty. Procedia Economics and Finance, 37, 350-357.




DOI: https://doi.org/10.35870/emt.v4i2.155

Refbacks

  • There are currently no refbacks.