Bank Syariah Indonesia Customer Loyalty After Merger: Analysis of Trust, Service Quality, and Religiosity

ABSTRACT: The purpose of this study was to analyze the effect variables on level trust, service quality, religiosity, and corporate image customer loyalty in Bank Syariah Indonesia (BSI), a new bank resulting from merger three state-owned banks, namely BRI Syariah, BNI Mandiri Syariah. uses quantitative approaches with causality description techniques. analysis technique used is Partial Least Square-Structural Equation Modeling (SEM-PLS) sample 405 BSI customers. results showed that trust religiosity had positive post-merger loyalty. In addition, quality has no after merger. Meanwhile, did not moderate However, as predictor, direct findings show play very important role growing BSI's Therefore, should consider developing strategy increase Keywords: Customer Loyalty, Trust, Service Quality, Religiosity, Corporate Image ABSTRAK: Tujuan penelitian ini adalah untuk menganalisis pengaruh variabel tingkat kepercayaan, kualitas layanan, religiusitas, dan citra perusahaan terhadap loyalitas nasabah baru hasil dari tiga BUMN, yaitu Penelitian menggunakan metodependekatan kuantitatif dengan teknik deskripsi kausalitas. Teknik analisis yang digunakan sampel sebanyak BSI. Hasil menunjukkan bahwa kepercayaan religiusitas berpengaruh positif pasca Selain itu, layanan tidak pelanggan setelah Sedangkan memoderasi Namun sebagai prediktor, langsung Temuan memainkan peran sangat penting dalam menumbuhkan . Oleh karena dapat mempertimbangkan aspek-aspek tersebut menyusun strategi meningkatkan nasabahnya. 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