The Correlation between Satisfaction, Trust, and Loyalty with Individual Characteristics as a Moderator (Case Study on Bank Syariah Customers in East Java)

Arwani, Mokhamad dan Sunarno, Ag (2011) The Correlation between Satisfaction, Trust, and Loyalty with Individual Characteristics as a Moderator (Case Study on Bank Syariah Customers in East Java). 1st Regional Meeting & International Seminar: Developing of Philosophical management in Global Asia Indonesian Managaement Scientist Associations. pp. 45-63. ISSN 978-602-99295-0-8

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Abstrak

One of the important evidences of customer’s loyalty is satisfaction. When customers are satisfied, they will not hesitate to invite others to be the customers of the Islamic banks. The main focus of this research is to reveal and interpret the mediation role of the trust between satisfaction and loyalty, as well as to test the moderator role of individual characteristics in relation with the influence of satisfaction on loyalty. The analysis showed that customers who are satisfied will be loyal to Islamic banks if the customer have adequate educational background and knowledge about Islamic banking. The satisfied customers will enhance long-term relationship with the Islamic banks in form of mutual trust, good communication, and trust that the bank will provide good services. The satisfied customers will enhance the mutual trust and good communication, which eventually create customers loyalty.

Tipe dokumen: Artikel
Uncontrolled Keywords: satisfaction, individual characteristics, trust, loyalty, Islamic bank
Subjects: Ilmu-ilmu Sosial > Perdagangan. Perniagaan > Pemasaran. Distribusi produk
Divisions: Fakultas Ekonomi > Magister Manajemen (S2)
Fakultas Ekonomi > Manajemen (S1)
Depositing User: Users 2 tidak ditemukan.
Tanggal Deposit: 14 Dec 2012 08:23
Last Modified: 26 Dec 2012 05:43
URI: http://eprints.umk.ac.id/id/eprint/577

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