The Effect of Pick-up Service Savings on Customer Loyalty of BPRS Bhakti Sumekar Pragaan Branch Office Moderated Customer Satisfaction

Authors

  • Moh. Helmi Hidayat Institut Dirosat Islamiyah Al-Amien Prenduan Madura
  • Kholifatul Hasanah Institut Dirosat Islamiyah Al-Amien Prenduan Madura
  • Iqbal Rafiqi Institut Dirosat Islamiyah Al-Amien Prenduan Madura

DOI:

https://doi.org/10.30736/jes.v8i1.443

Keywords:

pick-up service, loyalty, satisfaction

Abstract

This research is a quantitative research by using multiple linier regression analysis and interaction analysis (MRA). The method of data collection uses a questionnaire. The goal of this research is to analyze the effect of barokah savings pick-up service and customer satisfaction on customer loyalty of BPRS Bhakti Sumekar Pragaan Branch Office. It also analyzes the relation of barokah savings pick-up service on customer loyalty of BPRS Bhakti Sumekar Pragaan Branch Office moderated by customer satisfaction. The results of multiple linear regression analysis show that the p-value of the pick-up service variable is 0.111 > 0.05, and customer satisfaction is 0.001<0.05, Based on the results of the MRA test, the p-value of interaction variable between the pick-up service and customer satisfaction is 0.009 < 0.05. These results mean that the barokah savings pick-up service has no significant effect on customer loyalty at BPRS Bhakti Sumekar, customer satisfaction has a significant influence on customer loyalty BPRS Bhakti Sumekar Pragaan Branch Office. Customer’s satisfaction, however, can moderate the interaction between the savings pick-up service and customer loyalty. Thus, for increasing customer loyalty on the firm, the employees have to pay attention to the service provided and try to provide it according to what is communicated to the costumers.

References

Afriansyah, Jazak Yus. Dear Costumer, I Love You. Jakarta: Elex Media Komputindo, 2019.

Amalia, Desy. “Pengaruh Promosi dengan Layanan Jemput Bola Terhadap Minat Nasabah Bertransaksi Pembiayaan Murabahah di Baitul Maal Wa Tamwil Daarussalaam Kuala Pembuangâ€. Skripsi—IAIN Palangkaraya, 2020.

Argantara, Zaid Raya, et.al.. “Pengaruh Karakteristik Bank Terhadap Profitabilitas Perbankan Syariah Melalui Good Corporate Governance (GCG) Sebagai Variabel Moderasiâ€, Jurnal Lentera: Kajian Keagamaan, Keilmuan, dan Teknologi, Volume 20, Number 2 (September 2021).

Arianto, Nurmin and Fiki Kurniawan. “Pengaruh Kualitas Pelayanan dan Promosi terhadap Loyalitas dengan Kepuasan sebagai Variabel Intervening (Studi Home Industri Produk Pakaian Sablon & Bordir)â€, Jurnal Pemasaran Kompetitif, Volume 4, Number 2 (2021).

Arief. Pemasaran Jasa & Kualitas Pelayanan. Malang: Bayumedia Publishing, 2020.

Budiyono and Sutianingsih. “Peran Kepuasan Pelanggan dalam Memoderasi Pengaruh Perceived Value Terhadap Loyalitas Pelangganâ€, Ekuitas: Jurnal Ekonomi dan Keuangan, Volume 5, Number 4 (December 2021).

Daryanto and Ismanto Setyobudi. Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media, 2020.

Faiza, Nurlaili Adkhi Rizfa. “Religiusitas, Kepuasan Pelayanan, dan Pengaruhnya terhadap Loyalitas Nasabah Bank Syariah di Kota Surabaya (Analisis Regresi Purposed Mediator dengan Bootstrap Matrix)â€, JES: Jurnal Ekonmi Syariah, Volume 7, Number 2 (September 2022).

Febiatillah, Syara Aulia. “Analisis Pengaruh Kualita Pelayanan Islam terhadap Loyalitas Nasabah (Studi pada BPR Syariah Bhakti Sumekar Kabupaten Jember)â€. Skripsi--Universitas Jember, 2020.

Haryanto, Rudy. Manajemen Pemasaran Bank Syariah. Pamekasan: Duta Media Publishing, 2020.

Inawati, Yuni, et.al.. “Kepuasan Sebagai Pemoderasi Pengaruh Kualitas Layanan terhadap Loyalitas Pemustakaâ€, Juremi: Jurnal Riset Ekonomi, Volume 1, Number 1 (July 2021).

Kasmir. Manajemen Perbankan. Jakarta: Rajawali, 2014.

Kotler, Philip and Gary Armstrong. Prinsip-Prinsip Pemasaran. Jakarta: Erlangga, 2008.

________ and Kevin Lane Keller. Manajemen Pemasaran. Jakarta: Erlangga, 2012.

________ and Kevin Lane Keller. Marketing Management. London: Prentice Hall, 2012.

Lusiah. Monograf Loyalitas Pelanggan. Yogyakarta: Deepublish, 2018.

Lutfi, Sochi Kholilul. “Strategi Pemasaran Pick-up Service pada Tabungan Pendidikan di BPRS Bina Finasia Semarangâ€. Skripsi--Universitas Islam Negri Walisongo, 2019.

Otoritas Jasa Keuangan (OJK), “Laporan Perkembangan Keuangan Syariah Indonesia 2020â€, in https://www.ojk.go.id/id/kanal/syariah/data-dan-statistik/laporan-perkembangan-keuangan-syariah-indonesia/Pages/Laporan-Perkembangan-Keuangan-Syariah-Indonesia-2020.aspx. Accessed 10 January 2022.

Rafiqi, Iqbal and Nor Lailina Ulfa. “Pengaruh Fee Based Income (FBI) Terhadap Return on Asset (ROA) di PT. Bank Syariah Mandiriâ€, Al-Ulum: Jurnal Pemikiran dan Penelitian Keislaman, Volume 9, Number 3 (July 2022).

Rofik, Interview, Madura, 15 March 2022.

Romadhoni, Imani Rusli and Iqbal Rafiqi. “Strategi Marketing Syariah Tabungan Gaul IB Bagi Generasi Millenial pada BPRS Bhakti Sumekar Sumenepâ€, Equilibrium: Jurnal Ilmu Manajemen, Volume 1, Number 2 (April 2021).

Saleh, Akh. Muwafik. Komunikasi Pelayanan Publik. Malang: Intrans Publishing, 2021.

Sari, Inggit Puspita and Zakiyah Zahara. “Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Nasabah Bank Mandiri Syariah Cabang Paluâ€, JIMUT: Jurnal Ilmu Manajemen Universitas Tadulako, Volume 7, Number 1 (2021).

Sugiyono. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: ALFABETA, 2019.

Tanjung, Shinta Sekar, et.al.. “Pengaruh Kualitas Pelayanan terhadap Loyalitas Mitra yang Dimoderasi oleh Kepuasan Mitra melalui Kinerja Pemasaran pada Kerja Sama Operasi (KSO) Laundry Medikâ€, JIMMBA: Jurnal Ilmiah Mahasiswa Manajemen, Bisnis & Akuntansi, Volume 3, Number 2 (May 2021).

Wahab, Wirdayani. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Industri Perbankan Syariah di Kota Pekanbaruâ€, Maqdis: Jurnal Kajian Ekonomi Islam, Volume 2, Number 1 (June 2017).

Downloads

PlumX Metrics

Published

2023-01-16

How to Cite

Hidayat, Moh. Helmi, Kholifatul Hasanah, and Iqbal Rafiqi. “The Effect of Pick-up Service Savings on Customer Loyalty of BPRS Bhakti Sumekar Pragaan Branch Office Moderated Customer Satisfaction”. JES (Jurnal Ekonomi Syariah) 8, no. 1 (January 16, 2023): 38–52. Accessed May 2, 2024. http://jes.unisla.ac.id/index.php/jes/article/view/443.

Issue

Vol. 8 No. 1 (2023): Maret

Section

Articles

License

Copyright Notice

Authors who publish with this journal agree to the following terms:

  1. Copyright on any article is retained by the author(s).
  2. The author grants the journal, right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work’s authorship and initial publication in this journal.
  3. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  4. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
  5. The article and any associated published material is distributed under the Creative Commons Attribution-ShareAlike 4.0 International License

Creative Commons License

 

 

 

Crossref
Scopus
Google Scholar
Europe PMC
bonus veren siteler