The Influence of Service Quality and Customer Relationship Management on Customer Trust, Satisfaction and Loyalty in Islamic Banking in Pekanbaru City

Abstract

This study aims to examine the influence of Service Quality, Customer Relationship Management and Trust on Customer Trust, Satisfaction, and Loyalty in Islamic Banking in Pekanbaru. The population in this study comprised Islamic banking customers in Pekanbaru City. The data used in this study were primary and secondary data. Data collection method in this study involved questionnaire in which a set of written questions were given to and responded by the respondents. Data analysis technique used was Structural Equation Modeling (SEM).The results of the study prove the following points: (1) Service quality has a significant influence on customer trust. (2) Service quality has a significant influence on customer satisfaction. (3) Service quality has a significant influence on customer loyalty. (4) CRM has a significant influence on customer trust. (5) CRM has a significant influence on Customer Satisfaction. (6) CRM has a significant influence on customer loyalty. (7) Customer trust has a significant influence on customer loyalty. (8) Customer Trust has a significant influence on customer satisfaction. (9) Customer satisfaction has a significant influence on customer loyalty.

Keywords: service quality, CRM, customer trust, customer satisfaction, customer loyalty