The Effect of Service Quality on Customer Loyalty at BRI Syariah Bank Bone Office Branch: A Review of Law Number 8 of 1999 concerning Consumer Protection

Authors

  • Jumarni Jumarni Lecturer at the State Islamic Institute (IAIN) Bone, Indonesia

DOI:

https://doi.org/10.35673/al-bayyinah.v5i1.826

Keywords:

Service Quality, Customer Loyalty, Consumer Protection.

Abstract

This study was conducted to analyze and determine the effect of Service Quality Variables on customer loyalty in BRI Syariah Bank Bone Office Branch. This study juxtaposes the quality of customer service in banking institutions with the level of customer loyalty. In addition, the two variables are examined with the conception of consumer protection as regulated in Law number 8 of 1999. This study uses qualitative research methods and the analysis used is SPSS 20. The analysis test includes a normality test that analyzes parametic statistics, and a regression coefficient test is used to determine the effect of service quality on customer loyalty. The results obtained by the regression equation Y = 1,082 + 0,255 + ε. Based on a simple linear regression test, it shows that service quality has a positive and significant effect on customer loyalty in BRI Syariah Bank Bone Office Branch. The positive influence shows a match between service quality and customer loyalty; hence the role of service can increase customer loyalty. The relation to consumer protection regulated in Law no. 8 of 1999 concerning Consumer Protection, maximum service in its various forms is the basic rights that consumers deserve, and this has been obtained by customers of BRI Syariah Bank Bone Office Branch, thus it is relevant to consumer protection and customer service. 

References

Assauri, Sofyan, Manajemen Pemasaran, Jakarta: PT. Raja Grafindo Persada, 2007.

Akbar, Muhammad Muzahid dan Noorjahan Parvez, Impact of sevice, quality, trust and cumtemer Satisfaction on Customer Loyality, ABAC Vo. 29, No. 1 January –April p. 24 -38, 2009.

Bhuwana, Made Bagus Rangga dan Ida Bagus Sudiksa, Pengaruh Kualitas Layanan dan Kepuasan Pelanggan Terhadap Niat Pemakaian Ulang Jasa Sevice pada Bengkel Toyota Auto 2000 Denpasar, E-Journal of Management Universitas Udayana 2, (4): 2013.

Juniantara, I Made Adi dan Tjoko Dge Raka Sukawati, Pengaruh Persepsi Harga, Promosi dan Kualitas Pelayanan Terhadap Kepuasan dan Dampaknya Terhadap Loyalitas Konsumen, E-Jurnal Manajemen Unud, Vol. 7 No. 11, 2018.

Laksana, Fajar, Manajemen Pemasaran, Yogyakarta: Graha Ilmu, 2008

Muhammad dan Alimin, Etika dan Perlindungan Konsumen dalam Ekonomi Islam, Yogyakarta: BPFE, 2004.

Noohayati, Pengaruh Kualitas Produk, Harga dan Promosi Terhadap Loyalitas Pelanggan kartu Prabayar Telkomsel (Studi Kasus pada Mahasiswa STIE Muara Teweh), Jurnal Ekonomo dan Manajemen Universitas Muhammadiyah Kalimantan Timur Vol. 12 No. 1 January 2018.

Nazwirman dan Efendy Zain, Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Konsumen di Alfamart Cayur Kresek Tangerang, (Journal of Economics dan Business Aseanimics (JEBA), Vol. 2 No. 2 July - December 2017.

Otoritas Jasa Keuangan, Sejarah Perbankan Syariah, https://www.ojk.go.id/id/kanal/ syariah/tentang-syariah/Pages/Sejarah-Perbankan Syariah.aspx. (Accessed on 17 May 2020)

Parasuraman, A. Zeithaml V.A dan Berry LL. A Conceptual Model of Service Quality and its implications for future research. Jurnal of Marketing, 49/4, doi :10.2307/1251430, 1985.

Riantoro, Ahmad, Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank BRI Cabang Sukoharjo, http://eprints.ums.ac.id. (Accessed on 18 May 2020)

Suherdi dan Robby Hadilsmantho, Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah pada Bank Syyariah Mandiri KCP Pariaman, Sumatra Barat: Menara Ilmu, Vol. XI 2nd Ed. No. 78 November 2017.

Supriyanta, Analisis Ketentuan Pidana dalam UUD No. 8 Tahun 1999 tentang Perlindungan Konsumen, Jurnal Eksplorasi Vol. XVIII No. 1, 2015.

Tjiptono, Fandy, Pemasaran Jasam, Malang: Bayu Media, 2014.

Zakiy, Muhammad dan Evrita Putri Azzahroh, Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Bank Syariah dengan Kepuasan Nasabah sebagai Variabel Intervening Yogyakarta: Jurnal Ekonomi dan Bisnis Islam Universitas Muhammadiyah Yogyakarta, Vol. 3, No. 1 January – June 2017.

Downloads

Published

2021-05-25

Issue

Vol. 5 No. 1 (2021): Al-Bayyinah

Section

Articles

Citation Check

License

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike License (CC BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (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.