PERBEDAAN PERSEPSI, KEPERCAYAAN DAN LOYALITAS NASABAH DALAM INDUSTRI PERBANKAN
DOI:
https://doi.org/10.31958/imara.v2i1.996Keywords:
Economis of Islam, Management,Abstract
Abstract
This article has the theme: "Sharia Business Management". The purpose of this research is to see the difference between perception, trust and loyalty of conventional bank customers with sharia bank customers in West Sumatera on attributes of deposit products and loan products. This research was conducted in West Sumatera. The research variables are customer perception, customer trust and customer loyalty. The sample is 250 conventional bank customers and 250 sharia bank customers. Analysis of research data using independent samples t-test. The result of research are: 1) There is difference of perception between conventional bank customer with syariah bank to attribute of product, 2) There is difference of trust between conventional bank customer and syariah bank to product attribute 3) There is difference of loyalty between conventional bank customer with sharia banks against product attributes.
Keywords: Customer perception, Customer trust, Customer loyalty, Product attributesReferences
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic Banks: Contrasting the Drivers of Customer Satisfaction on Image, Trust, and Loyalty of Muslim and Non-Muslim Customers in Malaysia. International Journal of Bank Marketing, 31(2), 79-97.
Brown, T. J., & Dacin, P. A. (1997). The Company and the Product: Corporate Associations and Consumer Product Responses. The Journal of Marketing, 68-84.
Davis, M., & Heineke, J. (1998). How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction. International Journal of Service Industry Management, 9(1), 64-73.
Enneking, U., Neumann, C., & Henneberg, S. (2007). How Important Intrinsic and Extrinsic Product Attributes Affect Purchase Decision. Food Quality and Preference, 18(1), 133-138.
Erol, C., Kaynak, E., & Radi, E. B. (1990). Conventional and Islamic Banks: Patronage Behaviour of Jordanian Customers. International Journal of Bank Marketing, 8(4), 25-35.
Grabner-Kräuter, S., & Faullant, R. (2008). Consumer Acceptance of Internet Banking: the Influence of Internet Trust. International Journal of Bank Marketing, 26(7), 483-504.
Hall, R. (1993). A Framework Linking Intangible Resources and Capabiliites to Sustainable Competitive Advantage. Strategic Management Journal, 14(8), 607-618.
Hornik, J. (1984). Subjective vs Objective Time Measures: A Note on the Perception of Time in Consumer Behavior. Journal of Consumer Research, 11(1), 615-618.
Hossain, M., & Leo, S. (2009). Customer Perception on Service Quality in Retail Banking in Middle East: the Case of Qatar. International Journal of Islamic and Middle Eastern Finance and Management, 2(4), 338-350.
Irawan, D. (2005). Manajemen Pemasaran Modern. Yogyakarta: Liberty.
Kotler, P., & Armstrong, G. (2010). Principles of Marketing. Pearson Education.
Metawa, S. A., & Almossawi, M. (1998). Banking Behavior of Islamic Bank Customers: Perspectives and Implications. International Journal of Bank Marketing, 16(7), 299-313.
Naser, K., Jamal, A., & Al-Khatib, K. (1999). Islamic Banking: A Study of Customer Satisfaction and Preferences in Jordan. International Journal of Bank Marketing, 17(3), 135-151.
Rani, P. (2014). Factors Influencing Consumer Behaviour. International Journal of Current Research and Academic Review, 2(9), 52-61.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456.
Semeijn, J., Van Riel, A. C., & Ambrosini, A. B. (2004). Consumer Evaluations of Store Brands: Effects of Store Image and Product Attributes. Journal of Retailing and Consumer Services, 11(4), 247-258.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer Trust, Value, and Loyalty in Relational Exchanges. Journal of Marketing, 66(1), 15-37.
Sugiyono. (2004). Metode Penelitian Bisnis, Bandung: IKAPI.
Suh, B., & Han, I. (2003). The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce. International Journal of Electronic Commerce, 7(3), 135-161.
Sunu, R. (1998). Manajemen Pemasaran Suatu Pendekatan Analisis, Edisi Kedua. Yogyakarta: BPFE.
Brown, T. J., & Dacin, P. A. (1997). The Company and the Product: Corporate Associations and Consumer Product Responses. The Journal of Marketing, 68-84.
Davis, M., & Heineke, J. (1998). How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction. International Journal of Service Industry Management, 9(1), 64-73.
Enneking, U., Neumann, C., & Henneberg, S. (2007). How Important Intrinsic and Extrinsic Product Attributes Affect Purchase Decision. Food Quality and Preference, 18(1), 133-138.
Erol, C., Kaynak, E., & Radi, E. B. (1990). Conventional and Islamic Banks: Patronage Behaviour of Jordanian Customers. International Journal of Bank Marketing, 8(4), 25-35.
Grabner-Kräuter, S., & Faullant, R. (2008). Consumer Acceptance of Internet Banking: the Influence of Internet Trust. International Journal of Bank Marketing, 26(7), 483-504.
Hall, R. (1993). A Framework Linking Intangible Resources and Capabiliites to Sustainable Competitive Advantage. Strategic Management Journal, 14(8), 607-618.
Hornik, J. (1984). Subjective vs Objective Time Measures: A Note on the Perception of Time in Consumer Behavior. Journal of Consumer Research, 11(1), 615-618.
Hossain, M., & Leo, S. (2009). Customer Perception on Service Quality in Retail Banking in Middle East: the Case of Qatar. International Journal of Islamic and Middle Eastern Finance and Management, 2(4), 338-350.
Irawan, D. (2005). Manajemen Pemasaran Modern. Yogyakarta: Liberty.
Kotler, P., & Armstrong, G. (2010). Principles of Marketing. Pearson Education.
Metawa, S. A., & Almossawi, M. (1998). Banking Behavior of Islamic Bank Customers: Perspectives and Implications. International Journal of Bank Marketing, 16(7), 299-313.
Naser, K., Jamal, A., & Al-Khatib, K. (1999). Islamic Banking: A Study of Customer Satisfaction and Preferences in Jordan. International Journal of Bank Marketing, 17(3), 135-151.
Rani, P. (2014). Factors Influencing Consumer Behaviour. International Journal of Current Research and Academic Review, 2(9), 52-61.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456.
Semeijn, J., Van Riel, A. C., & Ambrosini, A. B. (2004). Consumer Evaluations of Store Brands: Effects of Store Image and Product Attributes. Journal of Retailing and Consumer Services, 11(4), 247-258.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer Trust, Value, and Loyalty in Relational Exchanges. Journal of Marketing, 66(1), 15-37.
Sugiyono. (2004). Metode Penelitian Bisnis, Bandung: IKAPI.
Suh, B., & Han, I. (2003). The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce. International Journal of Electronic Commerce, 7(3), 135-161.
Sunu, R. (1998). Manajemen Pemasaran Suatu Pendekatan Analisis, Edisi Kedua. Yogyakarta: BPFE.
Downloads
Additional Files
Published
2018-06-30
How to Cite
Andespa, R. (2018). PERBEDAAN PERSEPSI, KEPERCAYAAN DAN LOYALITAS NASABAH DALAM INDUSTRI PERBANKAN. Imara: Jurnal Riset Ekonomi Islam, 2(1). https://doi.org/10.31958/imara.v2i1.996
Issue
Section
Articles
License
Copyright (c) 2018 Roni Andespa
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal the right of first publication with the work simultaneously licensed under?áa Creative Commons Attribution-NonCommercial 4.0 International License?áthat allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- 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.
- 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.
