ISSN: 2226-3624
Open access
The purpose of this study is to analyse the effect of service quality on customer loyalty with corporate image as an intervening variable at Bank Mega Syariah Pekanbaru. The background of this study is based on the low market share of Islamic banking in Indonesia, which is caused by the publics lack of trust in the compliance of Islamic banks operations with Islamic principles. This study uses a quantitative approach, employing the Partial Least Square (PLS) analysis method to test the relationships between variables. The sample consists of 100 respondents who are active customers of Bank Mega Syariah Pekanbaru, selected using the Slovin formula. The results of the study indicate that service quality has a positive and significant effect on customer loyalty, and service quality also has a positive and significant effect on corporate image. Similarly, corporate image has a positive and significant effect on customer loyalty, and corporate image significantly mediates the effect of service quality on customer loyalty at Bank Mega Syariah Pekanbaru. These findings emphasize the importance of improving service quality and strengthening corporate image in building customer loyalty in Islamic banks.
Alfani, M. H., Saputra, H. E., Milani;, & Bella, S. O. (2024). Pengaruh religiusitas terhadap loyalitas nasabah melalui citra bank sebagai variabel interverening. Jurnal Tabarru’?: Islamic Banking and Finance, 7, 287–298.
Bruneau, V., Swaen, V., & Zidda, P. (2018). Apakah anggota program loyalitas benar-benar terlibat? Journal of Business Research, 91, 144–158.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001
Fatrio, N. (2006). Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Nasabah... Universitas Diponegoro, Semarang.
Ghozali, I., dan H. L. (2015). Partial Least Square Konsep Teknik dan Aplikasi dengan Program Smart PLS 3.0. In Universitas Diponegoro Semarang.
Griffin, J. (1995). Customer loyalty: how to earn it, how to keep it. In Choice Reviews Online (Vol. 32, Issue 11). https://doi.org/10.5860/choice.32-6312
Griffin, J. (2003). Customer loyalty?: menumbuhkan dan mempertahankan kesetiaan pelanggan. Erlangga, 2003. https://opac.perpusnas.go.id/DetailOpac.aspx?id=573722
Han, H., dan Hyun, S. S. (2018). Peran motivasi perjalanan kapal pesiar mewah, kepuasan, dan keterlibatan dalam membangun loyalitas wisatawan. International Journal of Hospitality Management, 70, 75–84.
Hart, A. E., & Rosenberger, P. J. (2004). The Effect of Corporate Image in the Formation of Customer Loyalty: An Australian Replication. 12(1992), 88–96.
Igbudu, N., Garanti, Z., & Popoola, T. (2018). Enhancing bank loyalty through sustainable banking practices: The mediating effect of corporate image. Sustainability (Switzerland), 10(11), 1–11. https://doi.org/10.3390/su10114050
Jimanto, R. B., Yohanes, D., Kunto, S., & Si, S. (2014). Pengaruh Service Quality Terhadap Loyalitas Pelanggan Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Ritel Bioskop the Premiere Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–7.
Keisidou, E., Sarigiannidis, L., Maditinos, D. I., & Thalassinos, E. I. (2013). Customer satisfaction, loyalty and financial performance: A holistic approach of the Greek banking sector. International Journal of Bank Marketing, 31(4), 259–288. https://doi.org/10.1108/IJBM-11-2012-0114
Kuswandarini, K. I., & Annisa, A. A. (2021). Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening. Journal of Management and Digital Business, 1(1), 37–51. https://doi.org/10.53088/jmdb.v1i1.46
Lee, J., & Roh, J. J. (2012). Revisiting corporate reputation and firm performance link. Benchmarking, 19(4), 649–664. https://doi.org/10.1108/14635771211258061
Madiawati, P. N., Pradana, M., & Miranda, S. (2021). Effects of Service Quality, Value Perception and Loyalty on Customer Satisfaction: Case of a Local Restaurant in South Bandung, Indonesia. Jurnal Bisnis Dan Manajemen, 22(1), 19–29. https://doi.org/10.24198/jbm.v22i1.489
Martenson, R. (2007). Corporate brand image, satisfaction and store loyalty: A study of the store as a brand, store brands and manufacturer brands. International Journal of Retail and Distribution Management, 35(7), 544–555. https://doi.org/10.1108/09590550710755921
Mjaku, G. (2020). Why is customer loyalty so important in the banking sector? - An overview?! International Journal of Scientific and Research Publications (IJSRP), 10(9), 807–810. https://doi.org/10.29322/ijsrp.10.09.2020.p10596
Murali, S., Pugazhendhi, S. dan Muralidharan, C. (2016). Memodelkan dan menginvestigasi hubungan kualitas layanan purna jual dengan kepuasan, retensi dan loyalitas pelanggan - studi kasus bisnis peralatan rumah tangga. Jurnal Ritel Dan Layanan Konsumen, 30, 67–83.
Othman, A., & Owen, L. (2001). The multi dimensionality of carter model to measure customer service quality (SQ) in Islamic banking industry: a study in Kuwait finance house. International Journal of Islamic Financial Services, 3(4), 1–12.
Pereira, D., Giantari, N. G. K., & Sukaatmadja, I. P. G. (2016). Pengaruh Service Quality Terhadap Satisfaction Dan Customer Loyalty Koperasi Dadirah Di Dili Timor-Leste. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 5(3), 463.
Prihastiti, N., & Indah Kusumastuti, Y. (2012). Analisis Pembentukan Citra Perusahaan Listrik Negara Melalui Implementasi Community Relations. Sodality: Jurnal Sosiologi Pedesaan, 6(1), 106–124. https://doi.org/10.22500/sodality.v6i1.5801
Saleem, H., & Raja, N. S. (2014). The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan. Middle - East Journal of Scientific Research, 19(5), 706–711. https://doi.org/10.5829/idosi.mejsr.2014.19.5.21018
Saravanakumar, G. (2014). Effect of service qualitiy on customer loyality empirical devidence from co-operative bank. In Int.J.Bus. Adam (Vol. 2).
Sari, N. (2018). Service Quality, Company Image, Trust and Its Influence On Customers’ Satisfaction and Loyalty at Bank Shariah Mandiri (BSM) Meulaboh Branch Office. Jurnal Ilmiah Peuradeun, 6(2), 235. https://doi.org/10.26811/peuradeun.v6i2.221
Sudarna, J., Zulkarnain, Z., & Halim, E. H. (2023). Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Citra Perusahaan Pt Asuransi Askrida Syariah Pekanbaru Dan Kepuasan Karyawan Pt Bank Riau Kepri Syariah. Jurnal Daya Saing, 9(1), 212–221.
Sugiono. (2019). Metode Penelitian Kuantitatif, Kualitatif, Dan R & D. In Sustainability (Switzerland) (Vol. 11, Issue 1).
Temporal, P., & Lee, K. C. (2002). Hi-Tech Hi-Touch Branding. salemba Empat.
Tjiptono, F. (2005). Strategi Pemasaran. Yogyakarta: Andi Offset.
Usdeldi, U., Nasir, M. R., & Ahsan, M. (2022). The Mediate Effect Of Sharia Compliance on The Performance of Islamic Banking in Indonesia. Jurnal Keuangan Dan Perbankan, 26(1), 247–264. https://doi.org/10.26905/jkdp.v26i1.6158
Winata, L. H. (2015). Pengaruh Customer Satisfaction Terhadap Customer Loyalty dan Intention To Switch Nasabah BCA Cabang Darmo di Surabaya. Calyptra, 4(2), 1–18.
Yazid, A. S., Mkheimer, I., & Mahmud, M. S. (2020). The Effect of Corporate Image on Customer Loyalty: The Mediating Effect of Customer Satisfaction. Journal of Research on the Lepidoptera, 51(2), 124–138. https://doi.org/10.36872/lepi/v51i2/301083
Zakiah, N., & Umiyati, U. (2023). Service Quality and Corporate Image through Customer Satisfaction and Their Impact on Customer Loyalty of Bank Syariah Indonesia. Jurnal Ekonomi Dan Perbankan Syariah, 11(1), 84–99. https://doi.org/10.46899/jeps.v11i1.418
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and Strategies in Services Marketing. Journal of Marketing, 49(2), 33. https://doi.org/10.2307/1251563
Alfani, M. H., Cheumar, M., & Haji-Othman, Y. (2025). The Effect of Service Quality on Customer Loyalty with Corporate Image as an Intervening Variable at Bank Mega Syariah Pekanbaru. International Journal of Academic Research in Economics and Management Sciences, 14(2), 91-102.
Copyright: © 2025 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode