TY  - JOUR
T1  - The Role of Customer Satisfaction Mediates the Quality of Islamic Services in Increasing
Customer Retention of State-Owned Islamic Banks in Indonesia
AU - Sulistiyawan, Edy AU - Salim, Ubud AU - Rofiq, Ainur AU - , Rofiaty 
JO  - Journal of Engineering and Applied Sciences
VL  - 15
IS  - 17
SP  - 3207
EP  - 3213
PY  - 2020
DA  - 2001/08/19
SN  - 1816-949x
DO  - jeasci.2020.3207.3213
UR  - https://makhillpublications.co/view-article.php?doi=jeasci.2020.3207.3213
KW  - Sharia Bank Marketing
KW  -Service System
KW  -Responsiveness
KW  -Ribawi
KW  -Islamic Service Quality Dimensions
AB  - The results of intensive socialization by
regulators over the past few years. Like a fruit that starts
ripe, enthusiasm from the community is ready to be
picked by Islamic banks who are observant and alert in
seeing market opportunities. The purpose of this research,
study can clarify the issue of the quality of service of
state-owned Islamic banks in providing satisfaction to
customers who are able to increase retention to Islamic
customers. This study is also expected to contribute to the
development of marketing management disciplines and to
managerial practitioners in order to improve the quality of
Islamic services, customer satisfaction and retention that
is Islamic. The approach taken in this research study uses
a quantitative approach (positivism). The data used are
primary data from the results of the questionnaire to
customers and secondary from information in a
state-owned Islamic bank. The SEM-PLS method applied
in data processing is expected to be able to provide the
expected information. In this study, the data sources were
taken from 3 three different banks, namely: BRI Syariah
Bank, BNI Syariah Bank and Mandiri Syariah Bank. The
findings of this research study can be explained as
follows: of the seven dimensions of service quality that
have a significant influence on customer satisfaction are
the dimensions of the Islamic Service System, the
Responsibility dimension and the rest are influenced by
other variables not contained in this research model.
Customer retention is significantly influenced by
customer satisfaction while the rest is influenced by other
variables that need to be further identified.
ER  -