Authors : Edy Sulistiyawan, Ubud Salim, Ainur Rofiq and Rofiaty
Abstract: The results of intensive socialization by regulators over the past few years. Like a fruit that starts ripe, enthusiasm from the community is ready to be picked by Islamic banks who are observant and alert in seeing market opportunities. The purpose of this research, study can clarify the issue of the quality of service of state-owned Islamic banks in providing satisfaction to customers who are able to increase retention to Islamic customers. This study is also expected to contribute to the development of marketing management disciplines and to managerial practitioners in order to improve the quality of Islamic services, customer satisfaction and retention that is Islamic. The approach taken in this research study uses a quantitative approach (positivism). The data used are primary data from the results of the questionnaire to customers and secondary from information in a state-owned Islamic bank. The SEM-PLS method applied in data processing is expected to be able to provide the expected information. In this study, the data sources were taken from 3 three different banks, namely: BRI Syariah Bank, BNI Syariah Bank and Mandiri Syariah Bank. The findings of this research study can be explained as follows: of the seven dimensions of service quality that have a significant influence on customer satisfaction are the dimensions of the Islamic Service System, the Responsibility dimension and the rest are influenced by other variables not contained in this research model. Customer retention is significantly influenced by customer satisfaction while the rest is influenced by other variables that need to be further identified.
Edy Sulistiyawan, Ubud Salim, Ainur Rofiq and Rofiaty , 2020. The Role of Customer Satisfaction Mediates the Quality of Islamic Services in Increasing Customer Retention of State-Owned Islamic Banks in Indonesia. Journal of Engineering and Applied Sciences, 15: 3207-3213.