Analysis Of The Foundation Of Customer Loyalty: The Influence Of Service Quality, Brand Image And Trust On Customer Loyalty Of Bank Syariah Indonesia KC Medan S. Parman 2025
Abstract
This study aims to analyze the influence of service quality, brand image, and trust on customer loyalty with trust as an intervening variable in Bank Syariah Indonesia KC Medan S. Parman in 2025. The research uses a quantitative approach with a survey method to 200 customers through purposive sampling techniques. The data was analyzed using Structural Equation Modeling (SEM) with the help of AMOS 26 software. The results showed that service quality and brand image had a positive and significant effect on customer trust with a path coefficient value of 0.427 and 0.385 (p<0.05), respectively. Trust was proven to mediate the relationship between service quality and brand image on customer loyalty with a total influence of 0.519 and 0.462. These findings make a theoretical and practical contribution to the development of Islamic banking marketing strategies in increasing customer loyalty in today's digital era.
Downloads
Copyright (c) 2025 Muhammad Arief Caesario, Roro Rian Agustin
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
An author who publishes in the Jurnal Fokus Manajemen (JFM) agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Jurnal Fokus Manajemen (JFM) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
You are free to:
Share — copy and redistribute the material in any medium or format
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.
