Relationship Benefit to Grow Customer Loyalty of BCA Syariah in Surabaya, Indonesia

Yolanda Soedibyo, Go George Herbert

Abstract


There are indications of increasing new credit disbursement by banks in February 2023 compared to the previous month. Asosiasi Perusahaan Pembiayaan Indonesia (APPI) said that the figure for financing (credit) in Indonesia until August 2022 reached IDR 450 trillion. This number grew above 8 percent compared to last year. PT. Bank BCA Syariah ("BCA Syariah") was established and started to carry out business activities with proper principles after obtaining a Sharia operating license from Bank Indonesia based on BI Governor Decree No. 12/13/KEP.GBI/DpG/2010 dated 2 March 2009 and then officially operated as an Islamic bank on Monday, 5 April 2010.  A research study was conducted in Surabaya, with 100 BCA Syariah customers serving as the sample of respondents. Using the snowball method, the respondents were selected based on the traits of other respondents. Based on the data analysis, five hypotheses were supported.


Full Text:

PDF

References


Al-Qeisi, K., Dennis, C., Alamanos, E., & Jayawardhena, C. (2014). Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology. Journal of Business Research, 67(11), 2282–2290. https://doi.org/10.1016/j.jbusres.2014.06.016

Anderson, J. C. and Narus, J. A. (1990), A Model of Distributor Firm and Manufacturer Firm Working Partnerships? , Journal of Marketing, Vol. 54, pp. 42-58.

Amsyari. 1986. Prinsip-Prinsip Masalah Pencemaran Lingkungan. Jakarta: Ghalia.

Bitner, M.J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal Cambardella of Marketing, Vol. 56 No. 2, pp. 57-71.

Brady, M.K. dan Cronin, J.J. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. The Journal of Marketing 2001; 65(3): 34 – 49.

Brown, Charles. 2002. Order Effects On Auditor Materiality Judgments: The Impact Of Qualitative Information. The Journal of Applied Business Research.

Cambardella, C.A. and Elliot, E. T. 1992. Particulate Soil Organik Matter Changes Across a Glassland Cultivation Sequence. Soil Sci. Soc. Am. J. Vol. 56: 777- 783.

Crosby, A.L et al. (1990). “Relationship Quality in Services Selling : An Interpersonal Influence Perspective”. Journal of Marketing, Vol 71

Derlega, Valerian. (1987). Self Disclosure. New York: Springer Science+Business Media.

George dan Raymond, 2008, “ Sistem Informasi Manajemen, Jilid 10”, Penerbit Andi, Yogyakarta.

Glanz, K., et al. 2002. Health Behavior and Health Education 3 rd ed. Jossey-Bass A Wiley Imprint:150-155

Gwinner, Kevin P. et. al., 1998, “Relational Benefits in Services Industries : The Customer’s Perspective”, Academy of Marketing Science Journal, Vol. 26(2) : p.101-114

Hair, et al. 2006. Multivariate Data Analysis Pearson International Edition Edition 6. New Jersey

Kabir, S. M. (2016). Methods of Data Collection. Research Gate, 240.

Keller, L. (1993). How to manage brand equity. Penerbit Gramedia Pustaka Utama, Jakarta.

Leavy, Patricia. 2017. Reseacrh Design Quantitative, Qualitative, Mixed Methods, Arts-Based, and Community-Based Participatory Research Approaches. The Guilford Press

Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing, Vol. 63 No. 4, pp. 33-44.

Park, C.W., et al. 1986. Strategic brand concept-image management. Journal of Marketing. 50(4) October, pp.135-145.

Ranaweera, C. and Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, Vol. 14 No. 4, pp. 374-95.

Reichheld, F.F. (1996), The Loyalty Effect, Harvard Business School Press, Boston, MA.

Saxe, R., & Weitz, B. A. (1982). The SOCO scale: a measure of customer orientation of salespeople. Journal of Marketing Research, 19(3), 343–351.

Sheth, Jagdish N., 1975, Toward a Model of Individual Choice Behavior, Paper presented at the ESOMAR Seminar on Market Modeling, France, June 11

Williamson, G. dan W.J.A. Payne. 1983. Pengantar Peternakan di Daerah Tropis. Cetakan I. Gadjah Mada University Press, Yogyakarta. (Diterjemahkan oleh S.G.N.D. Darmadja).

Wu, H.-C. (2013). "An Empirical Study of the Effects of Service Quality, Perceived Value, Corporate Image, and Customer Satisfaction on Behavioral Intentions in the Taiwan Quick Service Restaurant Industry". Journal of Quality Assurance in Hospitality & Tourism, 14, 364–390.




DOI: http://dx.doi.org/10.52155/ijpsat.v46.1.6520

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Yolanda Soedibyo, Go George Herbert

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.