Value Co Creation , Sharia Experience Quality terhadap Loyalitas Pelanggan dimediasi Perceived Value dan Kepuasan Pelanggan Bank Syariah Studi pada nasabah Bank Syariah Jawa Timur

Prastiwi, Estik Hari and Prof.Dr. Surachman,, SE, MSIE and Drs.Sunaryo,, MSI. Ph.D and Ananda Sabil Hussein,, SE, MCom. Ph.D (2021) Value Co Creation , Sharia Experience Quality terhadap Loyalitas Pelanggan dimediasi Perceived Value dan Kepuasan Pelanggan Bank Syariah Studi pada nasabah Bank Syariah Jawa Timur. Doctor thesis, Universitas Brawijaya.

Abstract

Tujuan Penelitian ini adalah untuk mengkaji secara empirik peran value co creation, sharia experience quality terhadap loyalitas pelanggan pada pelanggan bank syariah. Studi pada nasabah Bank Syariah Jawa Timur. Pengembangan model dilakukan dengan menguji dan menganalisis baik pengaruh langsung value co creation terhadap loyalitas pelanggan maupun pengaruh langsung sharia experience quality terhadap loyalitas pelanggan. Penelitian ini juga meneliti pengaruh tidak langsung value co creation terhadap loyalitas pelanggan dengan mediasi perceived value dan kepuasan pelanggan. Populasi target penelitian ini adalah pelanggan Bank Syariah yang melakukan transaksi pada Bank Syariah Propinsi Jawa Timur. Tehnik pengambilan sampel yang digunakan purposive sampling pada pelanggan Bank Syariah yang pernah melakukan pembiayaan. Sampel yang berhasil di peroleh sebesar 150 pelanggan Bank Syariah propinsi Jawa Timur. Model analisis yang digunakan adalah model struktural dengan pendekatan Partial Least Square (PLS), sedangkan analisisnya menggunakan software WarpPLS. 6. Hasil penelitian mengungkapkan bahwa sharia experince quality dapat secara langsung meningkatkan loyalitas pelanggan sedangkan value co creation tidak dapat meningkatkan secara langsung loyalitas pelanggan. Hasil pengujian mediasi menunjukkan perceived value tidak memberikan peran mediasi pada pengaruh value co creation terhadap loyalitas, perceived value juga tidak dapat menjadi mediasi pengaruh expereince quality terhadap loyalitas pelanggan. Kepuasan pelanggan berperan sebagai mediasi partial value co creation terhadap kepuasan pelanggan, kepuasan pelanggan juga berperan sebagai mediasi pengaruh experience quality terhadap loyalitas pelanggan. Penelitian selanjutnya disarankan untuk mengembangkan ukuran sampel dan ruang lingkup penelitian yang lebih luas. Kontribusi dari penelitian ini merupakan pengembangan middle range theory service dominant logic dengan menggabungkan variabel experience quality dengan religiousitas sehingga menjadi variabel sharia experience quality. Hasil analisa dengan second order menunjukkan dialogue, acces, risk assesment dan transparancy merupakan dimensi value co creation. Interaction quality, physical enviroment quality, outcome quality, complience sharia knowlegde dan responsive religious experience merupakan dimensi sharia experience quality

English Abstract

The objective of this study is to empirically assess the impact of value co-creation and sharia experience quality towards the loyalty of Islamic bank customers in East Java. The model was developed by assessing and analyzing the direct impact of value co-creation on customer loyalty and the direct influence of sharia experience quality on customer loyalty. This study also examines the indirect impact of value creation on customer loyalty through perceived value and customer satisfaction. The target population of this research is Islamic bank customers who have made transactions in Islamic banks in East Java. Using purposive sampling, customers of Islamic banks in East Java who had used financing service from the bank were selected as the respondents. From 220 questionnaires, only 150 that were returned. The analysis model used is a structural model with Partial Least Square (PLS) approach, while the analysis used the WarpPLS. 6 software. This study finds that sharia experience quality directly improved customer loyalty, meanwhile value co-creation did not directly enhance customer loyalty. The results of the mediation test show that perceived value does not provide a mediating role on the effect of value co creation towards loyalty, and also perceived value cannot mediate the effect of experience quality towards customer loyalty. Customer satisfaction acts as a mediation of partial value co creation on customer satisfaction, and customer satisfaction also acts as an effect mediation of experience quality towards customer loyalty. Further research is suggested to develop a wider sample size and scope of research. The contribution of this research is the development of the middle range theory service dominant logic by combining the experience quality variable with religiosity so that it becomes the sharia experience quality variable. The results of the second order analysis show that dialogue, access, risk assessment and transparency are dimensions of value co creation. Interaction quality, physical environment quality, outcome quality, complience sharia knowlegde dan responsive religious experience are dimensions of sharia experience quality

Item Type:	Thesis (Doctor)
Identification Number:	062102
Uncontrolled Keywords:	Value Co Creation, Sharia Experience Quality, Perceived Value, Kepuasan Pelanggan , Loyalitas Pelanggan,Value Co Creation, Sharia Experience Quality, Perceived Value, Kepuasan Pelanggan , Loyalitas Pelanggan.
Subjects:	600 Technology (Applied sciences) > 657 Accounting
Divisions:	S2/S3 > Doktor Ilmu Manajemen, Fakultas Ekonomi dan Bisnis
Depositing User:	soegeng sugeng
Date Deposited:	10 Jan 2022 06:18
Last Modified:	23 Feb 2022 04:57
URI:	http://repository.ub.ac.id/id/eprint/188061

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