“EFFORTS TO INCREASE CUSTOMER LOYALTY OF BANK INDONESIAN SYARIAH OFFICE OF THE MAIN BRANCH OF BANDUNG BY INCREASING PERFORMANCE OF PHYSICAL EVIDENCE, PROCESS AND PEOPLE”
Keywords:
Physical Evidence, Process, People, Customer LoyaltyAbstract
The service industry is one of the business sectors that has a competitive level of business competition. One service industry that faces high competition is the banking sector. The condition of banks in Indonesia is currently growing and shows an increasingly competitive level of competitiveness. Bank Syariah Indonesian is one of the companies engaged in the Indonesian banking sector. One of the main businesses of . Bank Syariah Indonesian is consumer lending. This study aims to determine the effect of physical evidence, process and people on the debtor loyalty of Bank Syariah Indonesian di Bandung both partially and simultaneously. The research method used is the explanatory method.. The data analysis technique used is multiple linear regression analysis. The results of the study show that physical evidence, process, people and debtor loyalty are included in the "Low" condition. Partially the evidence physical process, process, people have a positive and significant influence on customer loyalty. Simultaneously, physical evidence, process, and people influence customer loyalty. Suggestions for proposed improvements to the management of Bank Syariah Indonesian include improvements in terms of people by increasing the number of loan officers by first taking into account the cost and benefit aspects, providing special service space for retired customers, conducting product assessments regularly and disseminating information / updating credit provisions the latest.
Downloads
References
Widodo, W. and M.C. Kumala, THE INFLUENCE OF PRICE AND PRODUCT QUALITY ON ALUMINUM CUSTOMER LOYALTY. Jurnal Manajemen Bisnis Krisnadwipayana, 2019. 7(2): p. 57.DOI: https://doi.org/10.35137/jmbk.v7i2.291.
Wilson, A., et al., Services marketing: Integrating customer focus across the firm. 2016: McGraw Hill.
Suparjiman, S., W. Zulkarnaen, and I. Sasangka, WORK STRESS: A NEGATIVE CAUSE AND IMPACT ANALYSIS. Jurnal Ilmiah MEA (Manajemen,Ekonomi, & Akuntansi), 2021. 5(1): p. 1743-1756.
Tjan, S., The Impact of Marketing Mix On Customer Loyalty Towards Plaza Indonesia Shopping Center. iBuss Management, 2015. 3(2): p. 158-168.
Pratiwi, K.N.C. and N.P.S. Suryantini, The Influence of Bank Risk on Profitability of Rural Banks in Denpasar City. E-Jurnal Manajemen Unud, 2018. 7(7): p. 3886-3914.DOI: https://doi.org/10.24843/EJMUNUD.2018.v07.i07.p16.
Sudari, S., et al., Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products. Management Science Letters, 2019. 9(9): p. 1385-1396.DOI: https://doi.org/10.5267/j.msl.2019.5.012.
Yasendalika, R., S. Sawirman, and R. Marnita, THE TRANSITIVITY OF COVID-19 HOAX DISCOURSE IN INDONESIAN MEDIA. LINGUISTIK: Jurnal Bahasa dan Sastra, 2021. 5(1): p. 187-199.
GezegİN, B.B.A.L. and B.A.S. Melike, Metadiscourse in academic writing: A comparison of research articles and book reviews. Eurasian Journal of Applied Linguistics, 2020. 6(1): p. 45-62.DOI: https://doi.org/10.32601/ejal.710204.
Ameur, I., M. Keltouma, and Y. Souar, The impact of marketing mix elements on customer loyalty for an Algerian telecommunication company. Expert Journal of Marketing, 2015. 3(1): p. 189-215.
Khoram, A., A.D. Bazvand, and J.S. Sarhad, Error feedback in second language speaking: Investigating the impact of modalities of error feedback on intermediate EFL students’ speaking ability. Eurasian Journal of Applied Linguistics, 2020. 6(1): p. 63-80.DOI: https://doi.org/10.32601/ejal.710205.
Mukhsinah, M., The Impact of Product, People, Process Dan Physical Evidence on Customer Loyalty at PT. Samudera Shipping Services-Surabaya. p. 145-164.
Erwin, K., E. Abubakar, and I. Muda, The Relationship of Lending, Funding, Capital, Human Resource, Asset Liability Management to Non-Financial Sustainability of Rural Banks (BPRs) in Indonesia. Journal of Applied Economic Sciences, 2018. 13(2): p. 85-101.
Molla, N.L., THE EFFECTIVENESS OF GTM PLUS ON STUDENTS’ ENGLISH READING ACHIEVEMENT AT JUNIOR HIGH SCHOOL 1 TEGAL. Cakrawala: Jurnal Pendidikan, 2014. 8(2): p. 157-177.
Oliver, R.L., Whence consumer loyalty? Journal of marketing, 1999. 63(4_suppl1): p. 33-44.DOI: https://doi.org/10.1177/00222429990634s105.
Barabadi, E., M.A. Robatjazi, and M. Bayat, A phraseological examination of research articles in the field of environment using key phrase frame. Eurasian Journal of Applied Linguistics, 2020. 6(1): p. 81- 100.DOI: https://doi.org/10.32601/ejal.710217.
Esmaili, S., et al., The impact of marketing mix on perceived value, destination image and loyalty of tourists (case study: Khalkhal City, Iran). Modern Applied Science, 2017. 11(11): p. 96-108.DOI: https://doi.org/10.5539/mas.v11n11p96.
Yakut, İ., Promoting the correct production of English sounds in extensive reading-circle classes: Explicit vs. implicit pronunciation training. Eurasian Journal of Applied Linguistics, 2020. 6(1): p. 101-118.DOI: https://doi.org/10.32601/ejal.710224.
Gujarati, D., N., and Dawn C., Porter,(2009),“. Basic Econometrics, 2009. 5: p. 1-15.
Valizadeh, M. and F. Soltanpour, Focused direct corrective feedback: Effects on the elementary English learners’ written syntactic complexity. Eurasian Journal of Applied Linguistics, 2021. 7(1): p. 132- 150.DOI: https://doi.org/10.32601/ejal.911207.
Hadiyati, P. and M.F.A. Nain, ANALYSIS OF THE INFLUENCE OF FINANCIAL PERFORMANCE ON RETURN ON ASSET (ROA) IN SHARIA COMMERCIAL BANKS (BUS). Perbanas Review, 2018. 3(1): p. 217-229.
Herawaty, T., P.W. Tresna, and I.L. Liany, The Effect of Customer Relationship Management on Customer Loyalty (Study at Crown Hotel in Tasikmalaya). Review of Integrative Business and Economics Research, 2019. 8: p. 150-156.
Mahfud, M.A.G. and V. Soltes, Effect Of E-Service Quality On Consumer Interest Buying (Case Study On The Website Korean Denim),‖. IOSR J. Econ. Financ, 2016. 7(4): p. 61-67.DOI: https://doi.org/10.9790/5933-0704016167.
Deveci, T., The introduction section of research articles in English and Turkish: The case of educational sciences–a preliminary study. Eurasian Journal of Applied Linguistics, 2020. 6(1): p. 119-140.DOI: https://doi.org/10.32601/ejal.710233.
Farnia, M. and S. Mohammadi, Exploring EFL Teachers' and Learners' Perception of L2 Humor: A Case Study of Iranian English Language Institutes. Eurasian Journal of Applied Linguistics, 2021. 7(1): p. 151- 168.DOI: https://doi.org/10.32601/ejal.911225.
Ahmed, R. and A.L.K. Abdu, Online and face-to-face peer review in academic writing: Frequency and preferences. Eurasian Journal of Applied Linguistics, 2021. 7(1): p. 169-201.DOI: https://doi.org/10.32601/ejal.911245.
Downloads
Published
Issue
Section
License
Copyright (c) 2022 Author
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
