ENHANCING CONSUMER LOYALTY IN ISLAMIC BANKING THROUGH THE APPLICATION OF CARTER

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ENHANCING CONSUMER LOYALTY IN ISLAMIC BANKING THROUGH THE APPLICATION OF CARTER

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Title: ENHANCING CONSUMER LOYALTY IN ISLAMIC BANKING THROUGH THE APPLICATION OF CARTER
Author: Pratminingsih, Sri Astuti; Hendri, Meriza; Tasyrifan, Ahmad
Abstract: The Islamic banks development in Indonesia experienced very remarkable growth. Central Bank of Indonesia revealed that assets of the Indonesia Islamic banking industry has risen more than 35 times from $1.79 billion in 2000 to $100.8 billion in 2010, with an average of 53.32% growth per year over the past eight years. In spite of this phenomenal growth, Islamic banks only gain 3.2% of banking industry market share. In order to increase its market share in the modern customer centric competitive arena'the bank have to satisfl its customers. There has been evidence that when customers are satisfied they will become loyal customers of the bank. The purpose of this paper was to examine major factors that reflected customers' perception and satisfaction on Islamic Bank.This research was conducted through the application of CARTER for evaluating service quality and its influence on customers' satisfaction levels and customers' loyalty in Islamic bank. Research was conducted in Bandung (Indonesia) with 300 customers as respondents. The survey questions were organized based on CARTER attributes. The collected data was analyzed by using SPSS software. The research findings indicated that service quality and customers' satisfaction has\d a significant and positive relationship with customers' loyalty.
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/3386
Date: 2012-01-25


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COVER.pdf 2.683Mb PDF View/Open
COVER DALAM.pdf 204.6Kb PDF View/Open
ORGANIZING COMMITTEE.pdf 376.4Kb PDF View/Open
PREFACE.pdf 441.8Kb PDF View/Open
CONTENTS.pdf 1.387Mb PDF View/Open
CONTENT SRI ASTUTI.pdf 3.839Mb PDF View/Open
COVER BELAKANG.pdf 2.388Mb PDF View/Open

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