Pengaruh Service Innovation dan E-Service Quality terhadap Loyalitas Nasabah pada Bank Muamalat KC Sumber
The Influence of Service Innovation and E-Service Quality on Customer Loyalty at Bank Muamalat KC Sumber
DOI:
https://doi.org/10.24260/jkubs.v5i1.5406Keywords:
Service Innovation , E-Service, Customer Loyalty, Islamic Banking, PLS-SEMAbstract
Purpose: This study aims to analyze and measure the effect of Service Innovation and E-Service Quality on customer loyalty at Bank Muamalat KC Sumber.
Design/methodology/approach: This research uses a quantitative approach with survey design, involving 100 customer respondents. Data were analyzed using PLS-SEM to test the relationships between the variables.
Research Findings: The results indicate that both Service Innovation (X1) and E-Service Quality (X2) have a positive and significant effect on customer loyalty (Y). Simultaneously, X1 and X2 explain 83% of the variance in customer loyalty, while the remaining 17% is influenced by other factors outside this study.
Contribution/Originality/Novelty: This study contributes to the literature on Islamic banking by highlighting the importance of service innovation and digital service quality in building customer loyalty. It also provides practical implications for bank management in designing service strategies that align with Islamic principles.
References
Asnawi, N., & Setyaningsih, N. D. (2021). Islamic Banking Service Innovation In Customer Co-Creation: Its Impact On Customer Trust, Satisfaction, And Loyalty. Journal Of Southwest Jiaotong University, 56(2), 65–82.
Chua, Y. P. (2023). A step-by-step guide: PLS-SEM data analysis using SmartPLS 4. Researchtree. https://www.researchgate.net/publication/362790516_A_step-by-step_guide_PLS-SEM_data_analysis_using_SmartPLS_4
Hair, J., & Alamer, A. (2022). Partial Least Squares Structural Equation Modeling (PLS-SEM) In Second Language And Education Research: Guidelines Using An Applied Example. Research Methods In Applied Linguistics.
Halimah, P., Wahyudin, U., & Damayanti, T. (2025). Analysis of Customer-Based Brand Equity Strategy Through The Digital Branding Process in The Social Sharing Happiness Campaign As A Social Crowdfunding Startup. Journal Eduvest – Journal of Universal Studies, 5(4), 4432–4451. http://eduvest.greenvest.co.id
Hamidin, F., Iriani, N., Taaha, Y. R., Julian, S. F., & Putera, W. (2025). Penerapan Inovasi Layanan Dalam Mempengaruhi Kepuasan Pelanggan Guna Meningkatkan Loyalitas Nasabah TIN : Terapan Informatika Nusantara. TIN: Terapan Informatika Nusantara, 5(8), 454–464. https://doi.org/10.47065/tin.v5i8.6509
Ighomereho, O. S., Ojo, A. A., Omoyele, O. S., & Olabode, O. S. (2022). From Service Quality to E-Service Quality: Measurement, Dimensions and Model. Journal of Management Information and Decision Sciences, 25(1), 1–15. https://www.abacademies.org/articles/from-service-quality-to-eser
Kanwal, R., & Yousaf, S. (2019). Impact of Service Innovation on Customer Satisfaction: An Evidence from Pakistani Banking Industry. Emerging Economy Studies, 5(2), 125–140. https://doi.org/10.1177/0976747919870876
Kosasih, O., Hidayat, K., Hutahayan, B., & Sunarti. (2024). Achieving Sustainable Customer Loyalty in the Petrochemical Industry: The Effect of Service Innovation, Product Quality, and Corporate Image with Customer Satisfaction as a Mediator. Sustainability (Switzerland), 16(16). https://doi.org/10.3390/su16167111
Maulana, M. I. S., Firdan, M., Sabilla, S. R., & Hakam, A. (2022). Perkembangan Perbankan Syariah Di Era Digitalisasi. Iqtisadie: Journal Of Islamic Banking And Shariah Economy, 2(1).
Nguyen, H. M., Ho, T. K. T., & Ngo, T. T. (2024). The Impact Of Service Innovation On Customer Satisfaction And Customer Loyalty: A Case In Vietnamese Retail Banks. Future Business Journal, 10(1), 61.
Pertiwi, R. R., Jannah, S. M., & Sodik, F. (2024). Human Capital Drivers to Service Innovation: Evidence from Islamic Banking in Indonesia. Journal of Islamic Monetary and Financial Economics, 10(2), 123–140. https://doi.org/10.21098/jimf.v10i2.1969
Saidi, S. S., & Siew, N. M. (2019). Investigating the Validity and Reliability of Survey Attitude towards Statistics Instrument among Rural Secondary School Students. International Journal of Educational Methodology, 5(4), 651–661. https://doi.org/10.12973/ijem.5.4.651
Santoso, D. C., & Hakimah, E. N. (2024). Membangun Loyalitas Konsumen Melalui Inovasi Pelayanan Dalam Supply Chain Management Pada Pizza Hut Delivery Kota Kediri. Prosiding Simposium Nasional Manajemen Dan Bisnis, 3, 964–969.
Sarstedt, M., Hair, J. F., Nitzl, C., Ringle, C. M., & Howard, M. C. (2020). Beyond a tandem analysis of SEM and PROCESS: Use of PLS-SEM for mediation analyses! International Journal of Market Research, 62(3), 288–299. https://doi.org/10.1177/1470785320915686
Setyawan, A. A. (2023). The Effect of E-service Quality and Convenience of Online Services on E-customer Loyalty through E-customer Satisfaction on Livin by Mandiri Users. South Asian Journal of Social Studies and Economics, 18(3), 50–58. https://doi.org/10.9734/sajsse/2023/v18i3660
Stefany, S. H. (2024). Memperkuat Fondasi Ekonomi dan Keuangan Syariah: Tantangan dan Program Unggulan Menuju Tahun 2024. Kementrian Keuangan. https://setjen.kemenkeu.go.id/In/Post/Memperkuat-Fondasi-Ekonomi-Dan-Keuangan-Syariah-Tantangan-Dan-Program-Unggulan-Menuju-Tahun-2024
Widiastuti, E., Jati, D. P., Nawarini, A. T., & Setyawati, S. M. (2020). Analisis Dampak Inovasi Layanan Keuangan Berbasis Teknologi Dan Literasi Keuangan Terhadap Perilaku Keuangan. Prosiding Seminar Nasional Dan Call for Papers, 10(1), 32–39.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Atiatul Maollah, Refaldo Fanther, Rita Kusumadewi
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
