Faktor yang Mempegaruhi Perilaku Peralihan Pelanggan: Peran Mediasi Kepuasan dan Kepercayaan Pelanggan
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Published:
Feb 12, 2022
Keywords:
service quality, religiosity, customer experience, customer satisfaction, trust, customer switching behavior
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Abstract
This study aims to examine and discuss the factors that influence customer switching behavior to other products and/or institutions with respondents consisting of customers of Islamic banks in the Surakarta area using the convenience sampling technique. The results are: (1) there is a positive effect between service quality on customer satisfaction and customer trust, between religiosity on customer trust, between customer experience on customer satisfaction and customer trust; (2) customer satisfaction has a negative effect on customer switching behavior; (3) a mediating role of customer satisfaction on the effect of service quality and customer switching behavior. Whatever the outcome, managers and/or employees must periodically expand their efforts to achieve customer satisfaction and customer trust through increased service quality excellence, sharia value conformity, and the excellent customer experience to anticipate possible customer switching behavior. The theoretical and practical implications, as well as the limitations of research, will be later discussed.
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How to Cite
Muthmainah, & Cholil, M. (2022). Faktor yang Mempegaruhi Perilaku Peralihan Pelanggan: Peran Mediasi Kepuasan dan Kepercayaan Pelanggan. Jurnal Riset Bisnis Dan Investasi, 7(3), 125-136. https://doi.org/10.35313/jrbi.v7i3.3437
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Regular Article
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References
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Chiguvi, D. & Guruwo, P. T. 2017. Impact of customer satisfaction on customer loyalty in the banking sector.International Journal of Scientific Engineering and Research (IJSER), Vol. 5 (2), 55-63.
Choudhury, K. 2014. The influence of customer-perceived service quality on customers’ behavioural intentions: a study of public and private sector banks, class and mass banking and consumer policy implications. International Review on Public and Nonprofit Marketing, Vol. 11 (1), 47-73.
Delgado, B. E., & Aleman, J. L. M. (2001). Brand trust in contex of customer loyalty. European Journal of Marketing, Vol. 15 (11/12), 1238-1258.
Devia, A. D., Aisyah, A., & Puspaningrum, A. 2018. The Influence of Brand Experience and Service Quality to customer loyalty mediated by customer satisfaction. Management and Economics Journal, Vol. 2 (2), 161-169.
Edward, M., & Sahadev, S. 2011. Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics, Vol. 23 (3), 327–345. https://doi.org/10.1108/13555851111143240
Fecikova, I. 2004. An index method for measurement of customer satisfaction. The TQM Magazine, Vol. 16 (1): 57-66.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. 2010. An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, Vol. 24 (2), 142–156.
Grace, D. & O’Cass, A. 2003. Child care services: an exploratory study of choice, switchingand search behaviour. European Journal of Marketing, Vol. 37 (1/2), 107-132.
Golmohammadi, A. & Jahandideh, B. 2010. Prioritizing service quality dimensions: A neural network approach. World Academy of Science, Engineering and Technology, Vol. 4, 231-236.
Hidayat, H. & Akhmad, S. 2015. Effect of service quality customer trust and customer religious commitment on customer satisfaction and loyalty of Islamic banks in East Java. Al- Iqtishad , Vol. 7 (2), 152-164.
Hong, I. B. & Cho, H. 2011. The Impact of Consumer Trust on Attitudinal Loyalty and Purchase Intention in B2C E-marketplace: Intermediary Trust vs Seller Trust. International Journal of Information Management, Vol. 31 (5), 469-479.
Hossain M. & Leo, S. 2009. Customer perception on service quality in retail banking in Middle East: the case of Qatar. Int. Journal of Islamic and Middle Eastern Fin. and Mgt. Vol. 2 (4): 338-350.
Ismah, O., Husniyati, A., Anizah, Z., Wan Edura, W. R., & Kamaruzaman, J. 2009. Customer satisfaction in Malaysian Islamic banking. International Journal of Economics and Finance, Vol. 1 (1), 197-202.
Handayani, N. U., & Zelika, A. 2015. Pengaruh Customer Experience terhadap Purchase Intention pada KFC Semarang. Seminar Nasional (Industrial Engineering National Conference).
Hashim, N. & Latifah, S. 2010. The effect of corporate image, customer perceived value, relationship quality, and switching intention among Islamic banking customer in Malaysia. Business Mgt. Quarterly Review, Vol. 1 (4), 60-74.
Kahle, L. R., Kau, A. K., Tambyah, S. K., Jun, S. J., & Jung, K. 2005. Religion, religiosity, and values: Implications for consumer behavior. Paper presented at the Australian and New Zealand Marketing Academy Conference.
Keaveney, S. M. 1995. Customer Switching Behavior in Service Industries: An Explorative Study. Journal of Marketing, Vol. 59, 71-82. http://dx.doi.org/10.2307/1252074
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Mahmoud, M. A. 2011. Market orientation and business performance among SMEs in Ghana. International Business Research, Vol. 4 (1), 241-251. doi:10.1109/HICSS.2001.927053
Matthews, C. & Murray, D. 2007. Helping bank customers switch: A case study. Journal of Financial Services Marketing, Vol. 11 (4), 360-370.
Mcknight, D. H. & Chervany, N. L. 2013. A Typology and E-Commerce Customer Relationships Model. Proceedings of the 34th Annual Hawaii International Conference on Conceptualizing Trust.
Metawa, S. A. & Almossawi, M. 1998. Banking Behavior of Islamic Bank Customer: Perspective and Implication. International Journal of Bank Marketing, Vol. 16 (7), 299-313.
Meyer, C. & Schwager, A. 2007. Understanding customer experience. Harvard Business Review, Vol. 85 (2), 116-126.
Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. 2001. Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from banking sector Pakistan. Inter Journal of Business and Social Science, Vol. 2 (16), 263-270.
Muslim, A., Zaidi, I. and Rodrigue, F. 2013. Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, Vol. 31 (2), 79-97.
Nguyen, N., Leclerc, A., & LeBlanc, G. 2013. The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management, Vol. 6 (1), 96-109.
Oyeniyi, J .O. & Abiodun, J. A. 2009. Switching Cost and Customers Loyalty in the Mobile Phone Market: The Nigerian Experience. Business Intelligence Journal, 111-121.
Pramita, P. E. G. 2019. Effect of experience in building satisfaction, trust and loyalty. Journal of Applied Management (JAM), Vol. 17 (1), 76-86.
Pramudita, Arina, Y., & Japarianto, E. 2013. Analisa Pengaruh Customer Value dan Customer Experience Terhadap Customer Satisfactiondi De Kasteel Resto Surabaya. Jurnal Manajemen Pemasaran Petra, Vol. 1 (1), 1-7.
Reichheld, F. F. & Sasser, E. 1990. Zero Defections: Quality Comes to Services. Harvard Business Review, Vol. 68, 105-111.
Ribbink, D., Van Riel, A. C. R., Liljander, V. & Streukens, S. 2004. Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, Vol. 14, 446-456.
Riptiono, S., Suroso, A., & Anggraeni, A. I. 2020. Examining the determinant factors on consumer switching intention toward Islamic bank in Central Java, Indonesia. Humanities & Social Sciences Reviews, Vol. 8 (2), 364-372. https://doi.org/10.18510/hssr.2020.824
Saeed, R., Iqbal, A., Lodhi, R. A., Sami, A., Riaz, A., & Munir, M. 2014. Impact of Service Quality on Customer Loyalty in Islamic Banking Sector of Pakistan: A Mediating Role of Customer Satisfaction. Journal of Basic and Applied Scientific Research, Vol. 4 (2), 135-143.
Siddiqui, K. 2011. Personality influences Customer Switching. Interdisciplinary Journal of Contemporary Research in Business, Vol. 2 (10), 363-372.
Sirdeshmukh, D., Singh, J., & Sabol, B. 2002. Consumer trust, value and loyalty in relational exchanges. Journal of Marketing, Vol. 66 (1), 15-37.
Schmitt, B. H. 1999. Experiential Marketing. Journal of Marketing Management, Vol. 15, 53-67.
Stan, V., Caemmerer, B., & Cattan-Jallet, R. 2013. Customer Loyalty Development: The Role Of Switching Costs. Journal of Applied Business Research (JABR), Vol. 29 (5), 1541–1554. https://doi.org/10.19030/jabr.v29i5.8069
Suhartanto, D., Farhani, N. H., Muflih, M., & Setyawan. 2018. Loyalty Intention towards Islamic Bank: The role of religiousity, image and trust. International Journal of Economy and Management, Vol. 12 (1), 137-151.
Sureshchanndra, G. S., Rajendran, C., & Anantharaman, R. N. 2003. The relationship between service quality and customer satisfaction - a factor specific approach. Journal of Service Marketing, Vol. 16 (4), 363-379.
Tronvoll, B. 2011. Negative emotions and their effect on customer complaint behaviour. Journal of Service Management, Vol. 22 (1), 111-134.
Wahyoedi, S., Sudiroa, A., Sunaryo, S., & Sudjatno, S. 2021. The effect of religiosity and service quality on customer loyalty of Islamic banks mediated by customer trust and satisfaction. Management Science Letters, Vol. 11, 187–194.
Zhang, Y., Fang, Y., Wei, K., Ramsey, E., McCole, P., & Chen, H. 2011. Repurchase intention in B2C e-commerce-A relationship quality perspective. Information & Management, Vol. 48 (6), 192–200.
Altwijrya, O I. & Abduh, M. 2013.Customer Satisfaction and Switching Behavior in Saudi Islamic Banks: An Exploratory Study. Journal of Islamic Finance, Vol. 2 (2), 17 – 25.
Abou-Youssef, M. M. H., Kortam, W., Abou-Aish, E., & El-Bassiouny, N. 2015. Effects of Religiosity on Consumer Attitudes Toward Islamic Banking in Egypt. International Journal of Bank Marketing, Vol. 33 (6), 786-807.
Almossawi, M. M. 2012. Customer satisfaction in the mobile telecom industry in Bahrain: Antecedents and consequences. International Journal of Marketing Studies, Vol. 4 (6), 139-156.
Brady, M. K., & Cronin, J. J. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, Vol. 65 (3): 34 – 49.
Chiguvi, D. & Guruwo, P. T. 2017. Impact of customer satisfaction on customer loyalty in the banking sector.International Journal of Scientific Engineering and Research (IJSER), Vol. 5 (2), 55-63.
Choudhury, K. 2014. The influence of customer-perceived service quality on customers’ behavioural intentions: a study of public and private sector banks, class and mass banking and consumer policy implications. International Review on Public and Nonprofit Marketing, Vol. 11 (1), 47-73.
Delgado, B. E., & Aleman, J. L. M. (2001). Brand trust in contex of customer loyalty. European Journal of Marketing, Vol. 15 (11/12), 1238-1258.
Devia, A. D., Aisyah, A., & Puspaningrum, A. 2018. The Influence of Brand Experience and Service Quality to customer loyalty mediated by customer satisfaction. Management and Economics Journal, Vol. 2 (2), 161-169.
Edward, M., & Sahadev, S. 2011. Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics, Vol. 23 (3), 327–345. https://doi.org/10.1108/13555851111143240
Fecikova, I. 2004. An index method for measurement of customer satisfaction. The TQM Magazine, Vol. 16 (1): 57-66.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. 2010. An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, Vol. 24 (2), 142–156.
Grace, D. & O’Cass, A. 2003. Child care services: an exploratory study of choice, switchingand search behaviour. European Journal of Marketing, Vol. 37 (1/2), 107-132.
Golmohammadi, A. & Jahandideh, B. 2010. Prioritizing service quality dimensions: A neural network approach. World Academy of Science, Engineering and Technology, Vol. 4, 231-236.
Hidayat, H. & Akhmad, S. 2015. Effect of service quality customer trust and customer religious commitment on customer satisfaction and loyalty of Islamic banks in East Java. Al- Iqtishad , Vol. 7 (2), 152-164.
Hong, I. B. & Cho, H. 2011. The Impact of Consumer Trust on Attitudinal Loyalty and Purchase Intention in B2C E-marketplace: Intermediary Trust vs Seller Trust. International Journal of Information Management, Vol. 31 (5), 469-479.
Hossain M. & Leo, S. 2009. Customer perception on service quality in retail banking in Middle East: the case of Qatar. Int. Journal of Islamic and Middle Eastern Fin. and Mgt. Vol. 2 (4): 338-350.
Ismah, O., Husniyati, A., Anizah, Z., Wan Edura, W. R., & Kamaruzaman, J. 2009. Customer satisfaction in Malaysian Islamic banking. International Journal of Economics and Finance, Vol. 1 (1), 197-202.
Handayani, N. U., & Zelika, A. 2015. Pengaruh Customer Experience terhadap Purchase Intention pada KFC Semarang. Seminar Nasional (Industrial Engineering National Conference).
Hashim, N. & Latifah, S. 2010. The effect of corporate image, customer perceived value, relationship quality, and switching intention among Islamic banking customer in Malaysia. Business Mgt. Quarterly Review, Vol. 1 (4), 60-74.
Kahle, L. R., Kau, A. K., Tambyah, S. K., Jun, S. J., & Jung, K. 2005. Religion, religiosity, and values: Implications for consumer behavior. Paper presented at the Australian and New Zealand Marketing Academy Conference.
Keaveney, S. M. 1995. Customer Switching Behavior in Service Industries: An Explorative Study. Journal of Marketing, Vol. 59, 71-82. http://dx.doi.org/10.2307/1252074
Kim, M. J., Chung, N., & Lee, C. K. 2011. The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, Vol. 32 (2), 256–265.
Mahmoud, M. A. 2011. Market orientation and business performance among SMEs in Ghana. International Business Research, Vol. 4 (1), 241-251. doi:10.1109/HICSS.2001.927053
Matthews, C. & Murray, D. 2007. Helping bank customers switch: A case study. Journal of Financial Services Marketing, Vol. 11 (4), 360-370.
Mcknight, D. H. & Chervany, N. L. 2013. A Typology and E-Commerce Customer Relationships Model. Proceedings of the 34th Annual Hawaii International Conference on Conceptualizing Trust.
Metawa, S. A. & Almossawi, M. 1998. Banking Behavior of Islamic Bank Customer: Perspective and Implication. International Journal of Bank Marketing, Vol. 16 (7), 299-313.
Meyer, C. & Schwager, A. 2007. Understanding customer experience. Harvard Business Review, Vol. 85 (2), 116-126.
Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. 2001. Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from banking sector Pakistan. Inter Journal of Business and Social Science, Vol. 2 (16), 263-270.
Muslim, A., Zaidi, I. and Rodrigue, F. 2013. Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, Vol. 31 (2), 79-97.
Nguyen, N., Leclerc, A., & LeBlanc, G. 2013. The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management, Vol. 6 (1), 96-109.
Oyeniyi, J .O. & Abiodun, J. A. 2009. Switching Cost and Customers Loyalty in the Mobile Phone Market: The Nigerian Experience. Business Intelligence Journal, 111-121.
Pramita, P. E. G. 2019. Effect of experience in building satisfaction, trust and loyalty. Journal of Applied Management (JAM), Vol. 17 (1), 76-86.
Pramudita, Arina, Y., & Japarianto, E. 2013. Analisa Pengaruh Customer Value dan Customer Experience Terhadap Customer Satisfactiondi De Kasteel Resto Surabaya. Jurnal Manajemen Pemasaran Petra, Vol. 1 (1), 1-7.
Reichheld, F. F. & Sasser, E. 1990. Zero Defections: Quality Comes to Services. Harvard Business Review, Vol. 68, 105-111.
Ribbink, D., Van Riel, A. C. R., Liljander, V. & Streukens, S. 2004. Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, Vol. 14, 446-456.
Riptiono, S., Suroso, A., & Anggraeni, A. I. 2020. Examining the determinant factors on consumer switching intention toward Islamic bank in Central Java, Indonesia. Humanities & Social Sciences Reviews, Vol. 8 (2), 364-372. https://doi.org/10.18510/hssr.2020.824
Saeed, R., Iqbal, A., Lodhi, R. A., Sami, A., Riaz, A., & Munir, M. 2014. Impact of Service Quality on Customer Loyalty in Islamic Banking Sector of Pakistan: A Mediating Role of Customer Satisfaction. Journal of Basic and Applied Scientific Research, Vol. 4 (2), 135-143.
Siddiqui, K. 2011. Personality influences Customer Switching. Interdisciplinary Journal of Contemporary Research in Business, Vol. 2 (10), 363-372.
Sirdeshmukh, D., Singh, J., & Sabol, B. 2002. Consumer trust, value and loyalty in relational exchanges. Journal of Marketing, Vol. 66 (1), 15-37.
Schmitt, B. H. 1999. Experiential Marketing. Journal of Marketing Management, Vol. 15, 53-67.
Stan, V., Caemmerer, B., & Cattan-Jallet, R. 2013. Customer Loyalty Development: The Role Of Switching Costs. Journal of Applied Business Research (JABR), Vol. 29 (5), 1541–1554. https://doi.org/10.19030/jabr.v29i5.8069
Suhartanto, D., Farhani, N. H., Muflih, M., & Setyawan. 2018. Loyalty Intention towards Islamic Bank: The role of religiousity, image and trust. International Journal of Economy and Management, Vol. 12 (1), 137-151.
Sureshchanndra, G. S., Rajendran, C., & Anantharaman, R. N. 2003. The relationship between service quality and customer satisfaction - a factor specific approach. Journal of Service Marketing, Vol. 16 (4), 363-379.
Tronvoll, B. 2011. Negative emotions and their effect on customer complaint behaviour. Journal of Service Management, Vol. 22 (1), 111-134.
Wahyoedi, S., Sudiroa, A., Sunaryo, S., & Sudjatno, S. 2021. The effect of religiosity and service quality on customer loyalty of Islamic banks mediated by customer trust and satisfaction. Management Science Letters, Vol. 11, 187–194.
Zhang, Y., Fang, Y., Wei, K., Ramsey, E., McCole, P., & Chen, H. 2011. Repurchase intention in B2C e-commerce-A relationship quality perspective. Information & Management, Vol. 48 (6), 192–200.