Niat Berpindah Nasabah yang Termigrasi Paksa ke Bank Syariah Indonesia
DOI:
https://doi.org/10.30587/jurnalmanajerial.v10i1.4546Keywords:
Trust, Service, Quality, Intention, Switch, SyariahAbstract
Background – The merger that was done by BUMN Islamic Banks in Indonesia to form Bank Syariah Indonesia (BSI) has forced the customers to switch to the new system. This switch may create resistance. As this phenomenon is still new, therefore, there are still very limited studies that investigate it.
Aim – This study is aimed to investigate factors that influence customer switching intention to Bank Syariah Indonesia (BSI).
Design / Methodology / Approach – This study collected 106 respondents and the data is analyzed using PLS-SEM. The purposive sampling technique is chosen by creating criteria for the sample, such as ex-Bank Syariah Mandiri, BRI Syariah, and BNI Syariah customers who are forcedly switched to Bank Syariah Indonesia (BSI).
Findings – This study shows that trust has a significant effect on satisfaction, but it does not influence switching intention. Satisfaction is significantly influenced by service quality, but it has a negative effect on switching intention. Interestingly, service quality also does not influence switching intention.
Conclusion - This study concludes that customer switching intentions are significantly influenced by customer satisfaction, but not by trust and service quality.
Research Implication – The findings of this study are expected to be used by Bank Syariah Indonesia (BSI) managers in designing a customer loyalty program. So that, the customers who are forcedly switched can stay.
Limitations – Most of the respondents in this study are from Java Island. This unbalanced proportion might affect the validity of the findings.
References
Aji, H. M. (2019). Manajemen Pemasaran Syariah (1st ed.). UPP STIM YKPN.
Aji, H. M., Berakon, I. and Riza, A. F. (2020) ‘The effects of subjective norm and knowledge about riba on intention to use e-money in Indonesia’, Journal of Islamic Marketing, 12(6), pp. 1180–1196. doi: 10.1108/JIMA-10-2019-0203.
Alam, N., & Al-Amri, H. A. (2020). Service quality perception and customer satisfaction in Islamic banks of Oman. Journal of Asian Finance, Economics and Business, 7(9), 499–504. https://doi.org/10.13106/jafeb.2020.vol7.no9.499
Ali, F., Kim, W. G., Li, J., & Jeon, H. M. (2018). Make it delightful: Customers’ experience, satisfaction and loyalty in Malaysian theme parks. Journal of Destination Marketing and Management, 7, 1–11. https://doi.org/10.1016/j.jdmm.2016.05.003
Antón, C., Camarero, C., & Carrero, M. (2007). The Mediating Effect of Satisfaction on Consumers’ Switching Intention. Psychology & Marketing, 24(6), 511–538. https://doi.org/10.1002/mar.20171
Anwar, S. M., & Goso. (2016). Effect of Dimensions of Service Quality Satisfaction and Customer Loyalty of Islamic Bank in the Perspective of Islam in Palopo. Journal of Education and Vocational Research, 7(3), 48–52.
Ariffin, Z. Z., Yaakop, A. Y., Isa, N., Omar, S. S., Aliman, N. K., & Hassan, R. A. (2018). Service quality as drivers of customer loyalty and intention to switch: Modeling the mediating effect of customer satisfation. International Journal of Engineering and Technology(UAE), 7(3), 43–47. https://doi.org/10.14419/ijet.v7i3.21.17092
Ayun, N. (2016). Pengaruh Religiusitas terhadap Persepsi tentang Perbankan Syariah (Issue November).
Bansal, H. S., Taylor, S. F., & James, Y. S. (2005). “Migrating” to new service providers: Toward a unifying framework of consumers’ switching behaviors. Journal of the Academy of Marketing Science, 33(1), 96–115. https://doi.org/10.1177/0092070304267928
Bicchieri, C., Duffy, J., & Tolle, G. (2004). Trust among strangers. Philosophy of Science, 71(3), 286–319. https://doi.org/10.1086/381411
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126. https://doi.org/10.1177/0092070302250897
Calvo-Porral, C., Faíña-Medín, A., & Nieto-Mengotti, M. (2017). Satisfaction and switching intention in mobile services: Comparing lock-in and free contracts in the Spanish market. Telematics and Informatics, 34(5), 717–729. https://doi.org/10.1016/j.tele.2016.08.022
Cohen, P. R., & Levesque, H. J. (1990). Intention is choice with commitment. Artificial Intelligence, 42(2–3), 213–261. https://doi.org/10.1016/0004-3702(90)90055-5
Daud, A., Farida, N., Andriyansah, & Razak, M. (2018). Impact of customer trust toward loyalty: The mediating role of perceived usefulness and satisfaction. Journal of Business and Retail Management Research, 13(2), 235–242. https://doi.org/10.24052/JBRMR/V13IS02/ART-21
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variable and Measurement Error. 18(1), 262.
Fullerton, G. (2003). When Does Commitment Lead to Loyalty ? Journal of Service Research, 5(4), 333–344. https://doi.org/10.1177/1094670503251134
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced Issues in Partial Least Squares Structural Equation Modeling. SAGE Publications.
Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, 30(3), 619–629. https://doi.org/10.1016/j.ijhm.2010.11.006
Hidayat, R., Akhmad, S., & Machmud, M. (2015). Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java. Al-Iqtishad: Journal of Islamic Economics, 7(2), 151–164. https://doi.org/10.15408/ijies.v7i2.1681
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146–160. https://doi.org/10.1108/02652320210432936
Janahi, M. A., & Al Mubarak, M. M. S. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing, 8(4), 595–604. https://doi.org/10.1108/JIMA-07-2015-0049
Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500–507. https://doi.org/10.1016/S0148-2963(03)00140-1
Kementerian Keuangan Republik Indonesia. (2021). Merger Bank Syariah Dorong Pertumbuhan Perbankan Syariah. Kementerian Keuangan Republik Indonesia. https://www.kemenkeu.go.id/publikasi/berita/merger-bank-syariah-dorong-pertumbuhan-perbankan-syariah
Kim, S. (2019). Investigating the Mediating Effect of Switching Barriers in the Relationship Between Social Service Quality and Switching Intention. Asian Journal of Human Services, 16(0), 87–100. https://doi.org/10.14391/ajhs.16.87
Komite Nasional Keuangan Syariah. (2018). Masterplan Ekonomi Syariah Indonesia 2019-2024. Kementerian Perencanaan Pembangunan Nasional/ Badan Perencanaan Pembangunan Nasional, 1–443. https://knks.go.id/storage/upload/1573459280-Masterplan Eksyar_Preview.pdf
Kotler, P., & Armstrong, G. (2018). Principles of Marketing (17th ed.).
Kusnandar, V. B. (2021). India Negara Berpenduduk Muslim Terbesar Dunia Mulai 2030, Indonesia Kedua. Databoks. https://databoks.katadata.co.id/datapublish/2021/10/11/india-negara-berpenduduk-muslim-terbesar-dunia-mulai-2030-indonesia-kedua
Lehto, X. Y., Park, O. J., & Gordon, S. E. (2015). Migrating to New Hotels: A Comparison of Antecedents of Business and Leisure Travelers’ Hotel Switching Intentions. Journal of Quality Assurance in Hospitality and Tourism, 16(3), 235–258. https://doi.org/10.1080/1528008X.2014.925787
Lewis, J. D., & Weigert, A. (1985). Trust as a social reality. Social Forces, 63(4), 967–985. https://doi.org/10.1093/sf/63.4.967
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64(July 2020), 101487. https://doi.org/10.1016/j.techsoc.2020.101487
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69(October 2017), 41–48. https://doi.org/10.1016/j.ijhm.2017.10.015
Liébana-Cabanillas, F., Muñoz-Leiva, F., & Rejón-Guardia, F. (2013). The determinants of satisfaction with e-banking. Industrial Management and Data Systems, 113(5), 750–767. https://doi.org/10.1108/02635571311324188
Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information and Management, 43(3), 271–282. https://doi.org/10.1016/j.im.2005.08.001
Lovelock, C. H., & Wirtz, J. (2011). Services Marketing: People, Technology, Strategy (7th ed; gl). Upper Saddle River, NJ : Pearson Education.
Malhotra, N. K. (2012). Basic Marketing Research (4th ed.). Boston: Pearson Education.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), 709–734. https://doi.org/https://doi.org/10.2307/258792
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(July), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Mehrabian, A., & Russel, J. A. (1974). An Approach to Environmental Psychology. Mass: MIT press.
Menon, S., & Kahn, B. E. (1995). The Impact of Context on Variety Seeking in Product Choices. Journal of Consumer Research, 22(3), 285. https://doi.org/10.1086/209450
Monks, F. J., Knoers, A. M. P., & Haditono, S. R. (2019). Psikologi Perkembangan: Pengantar Dalam Berbagai Bagiannya. Gadjah Mada University Press.
Nilasari, E., & Istiatin. (2015). Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Pada Dealer Pt. Ramayana Motor Sukoharjo. Jurnal Paradigma Universitas Islam Batik Surakarta, 13(01), 115736.
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. https://doi.org/http://dx.doi.org/10.2307/1251430
Putri, A. F. (2019). Pentingnya Orang Dewasa Awal Menyelesaikan Tugas Perkembangannya. SCHOULID: Indonesian Journal of School Counseling, 3(2), 35. https://doi.org/10.23916/08430011
Ringle, C. M., Wende, Sven, & Becker, J.-M. (2015). Bootstrapping. https://www.smartpls.com/documentation/algorithms-and-techniques/bootstrapping/
Roscoe, J. T. (1975). Fundamental Research Statistics for the Behavioral Sciences (2nd ed.). New York, Holt, Rinehart and Winston.
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393–404. https://doi.org/10.5465/AMR.1998.926617
Saad, N. M. (2012). Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia. Asian Social Science, 8(1), 73–80. https://doi.org/10.5539/ass.v8n1p73
Saori, S. (2021). Nasabah Keluhkan Migrasi Rekening BSI Tanpa Pemberitahuan. Koropak.Co.Id. https://news.koropak.co.id/15577/ nasabah-keluhkan-migrasi-rekekning-bsi-tanpa-pemberitahuan
Saptasari, K., & Aji, H. M. (2020). Factors affecting Muslim non-customers to use Islamic bank: Religiosity, knowledge, and perceived quality. Jurnal Ekonomi & Keuangan Islam, 6(2), 165–180. https://doi.org/10.20885/jeki.vol6.iss2.art7
Sekaran, U., & Bougie, R. (2010). Research Methods for Business: A Skill Building Approach (5th ed.). John Wiley & Sons Inc.
Shukla, P. (2004). Effect of product usage, satisfaction and involvement on brand switching behaviour. Asia Pacific Journal of Marketing and Logistics, 16(4), 82–104. https://doi.org/10.1108/13555850410765285
Shukla, S. (2020). Concept of Population and Sample. How to Write a Research Paper, June. https://www.researchgate.net/publication/346426707_CONCEPT_OF_POPULATION_AND_SAMPLE
Söderlund, M., & Sagfossen, S. (2017). The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction. Journal of Retailing and Consumer Services, 39(June), 219–229. https://doi.org/10.1016/j.jretconser.2017.08.019
Sulestyono, E. (2021). BSI Perkuat Kualitas Layanan Perbankan Syariah. RRI Net. https://rri.co.id/ekonomi/1097087/bsi-perkuat-kualitas-layanan-perbankan-syariah
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction – a factor specific approach. Journal of Services Marketing, 16(4), 363–379. https://doi.org/10.1108/08876040210433248
Syah, S. R. S. R., Ibrahim, I., & Sufardi, S. (2018). Switching Behavior Nasabah Bank: Tinjauan Empiris Teori Keperilakuan Di Kota Makassar. Jurnal Ad’ministrare, 5(2), 113. https://doi.org/10.26858/ja.v5i2.7973
Tran, V. D., & Le, N. M. T. (2020). Impact of service quality and perceived value on customer satisfaction and behavioral intentions: Evidence from convenience stores in Vietnam. Journal of Asian Finance, Economics and Business, 7(9), 517–526. https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.517
Tsakiridou, E., Mattas, K., & Bazoche, P. (2012). Consumers’ response on the labels of fresh fruits and related implications on pesticide use. Food Economics, 9(1–2), 129–134. https://doi.org/10.1080/16507541.2012.695113
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63(April), 102721. https://doi.org/10.1016/j.jretconser.2021.102721
Wang, Y., Lo, H. P., & Hui, Y. V. (2003). The antecedents of service quality and product quality and their influences on bank reputation: Evidence from the banking industry in China. Managing Service Quality: An International Journal, 13(1), 72–83. https://doi.org/10.1108/09604520310456726
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
Zhu, Q., Hang, Y., Liu, J., & Lai, K. hung. (2014). How is employee perception of organizational efforts in corporate social responsibility related to their satisfaction and loyalty towards developing harmonious society in Chinese enterprises? Corporate Social Responsibility and Environmental Management, 21(1), 28–40. https://doi.org/10.1002/csr.1302
Zulganef. (2006). Pemodelan Persamaan Struktur dan Aplikasinya Menggunakan Amos 5. Bandung Pustaka.
Aji, H. M., Berakon, I. and Riza, A. F. (2020) ‘The effects of subjective norm and knowledge about riba on intention to use e-money in Indonesia’, Journal of Islamic Marketing, 12(6), pp. 1180–1196. doi: 10.1108/JIMA-10-2019-0203.
Alam, N., & Al-Amri, H. A. (2020). Service quality perception and customer satisfaction in Islamic banks of Oman. Journal of Asian Finance, Economics and Business, 7(9), 499–504. https://doi.org/10.13106/jafeb.2020.vol7.no9.499
Ali, F., Kim, W. G., Li, J., & Jeon, H. M. (2018). Make it delightful: Customers’ experience, satisfaction and loyalty in Malaysian theme parks. Journal of Destination Marketing and Management, 7, 1–11. https://doi.org/10.1016/j.jdmm.2016.05.003
Antón, C., Camarero, C., & Carrero, M. (2007). The Mediating Effect of Satisfaction on Consumers’ Switching Intention. Psychology & Marketing, 24(6), 511–538. https://doi.org/10.1002/mar.20171
Anwar, S. M., & Goso. (2016). Effect of Dimensions of Service Quality Satisfaction and Customer Loyalty of Islamic Bank in the Perspective of Islam in Palopo. Journal of Education and Vocational Research, 7(3), 48–52.
Ariffin, Z. Z., Yaakop, A. Y., Isa, N., Omar, S. S., Aliman, N. K., & Hassan, R. A. (2018). Service quality as drivers of customer loyalty and intention to switch: Modeling the mediating effect of customer satisfation. International Journal of Engineering and Technology(UAE), 7(3), 43–47. https://doi.org/10.14419/ijet.v7i3.21.17092
Ayun, N. (2016). Pengaruh Religiusitas terhadap Persepsi tentang Perbankan Syariah (Issue November).
Bansal, H. S., Taylor, S. F., & James, Y. S. (2005). “Migrating” to new service providers: Toward a unifying framework of consumers’ switching behaviors. Journal of the Academy of Marketing Science, 33(1), 96–115. https://doi.org/10.1177/0092070304267928
Bicchieri, C., Duffy, J., & Tolle, G. (2004). Trust among strangers. Philosophy of Science, 71(3), 286–319. https://doi.org/10.1086/381411
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126. https://doi.org/10.1177/0092070302250897
Calvo-Porral, C., Faíña-Medín, A., & Nieto-Mengotti, M. (2017). Satisfaction and switching intention in mobile services: Comparing lock-in and free contracts in the Spanish market. Telematics and Informatics, 34(5), 717–729. https://doi.org/10.1016/j.tele.2016.08.022
Cohen, P. R., & Levesque, H. J. (1990). Intention is choice with commitment. Artificial Intelligence, 42(2–3), 213–261. https://doi.org/10.1016/0004-3702(90)90055-5
Daud, A., Farida, N., Andriyansah, & Razak, M. (2018). Impact of customer trust toward loyalty: The mediating role of perceived usefulness and satisfaction. Journal of Business and Retail Management Research, 13(2), 235–242. https://doi.org/10.24052/JBRMR/V13IS02/ART-21
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variable and Measurement Error. 18(1), 262.
Fullerton, G. (2003). When Does Commitment Lead to Loyalty ? Journal of Service Research, 5(4), 333–344. https://doi.org/10.1177/1094670503251134
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced Issues in Partial Least Squares Structural Equation Modeling. SAGE Publications.
Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, 30(3), 619–629. https://doi.org/10.1016/j.ijhm.2010.11.006
Hidayat, R., Akhmad, S., & Machmud, M. (2015). Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java. Al-Iqtishad: Journal of Islamic Economics, 7(2), 151–164. https://doi.org/10.15408/ijies.v7i2.1681
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146–160. https://doi.org/10.1108/02652320210432936
Janahi, M. A., & Al Mubarak, M. M. S. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing, 8(4), 595–604. https://doi.org/10.1108/JIMA-07-2015-0049
Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500–507. https://doi.org/10.1016/S0148-2963(03)00140-1
Kementerian Keuangan Republik Indonesia. (2021). Merger Bank Syariah Dorong Pertumbuhan Perbankan Syariah. Kementerian Keuangan Republik Indonesia. https://www.kemenkeu.go.id/publikasi/berita/merger-bank-syariah-dorong-pertumbuhan-perbankan-syariah
Kim, S. (2019). Investigating the Mediating Effect of Switching Barriers in the Relationship Between Social Service Quality and Switching Intention. Asian Journal of Human Services, 16(0), 87–100. https://doi.org/10.14391/ajhs.16.87
Komite Nasional Keuangan Syariah. (2018). Masterplan Ekonomi Syariah Indonesia 2019-2024. Kementerian Perencanaan Pembangunan Nasional/ Badan Perencanaan Pembangunan Nasional, 1–443. https://knks.go.id/storage/upload/1573459280-Masterplan Eksyar_Preview.pdf
Kotler, P., & Armstrong, G. (2018). Principles of Marketing (17th ed.).
Kusnandar, V. B. (2021). India Negara Berpenduduk Muslim Terbesar Dunia Mulai 2030, Indonesia Kedua. Databoks. https://databoks.katadata.co.id/datapublish/2021/10/11/india-negara-berpenduduk-muslim-terbesar-dunia-mulai-2030-indonesia-kedua
Lehto, X. Y., Park, O. J., & Gordon, S. E. (2015). Migrating to New Hotels: A Comparison of Antecedents of Business and Leisure Travelers’ Hotel Switching Intentions. Journal of Quality Assurance in Hospitality and Tourism, 16(3), 235–258. https://doi.org/10.1080/1528008X.2014.925787
Lewis, J. D., & Weigert, A. (1985). Trust as a social reality. Social Forces, 63(4), 967–985. https://doi.org/10.1093/sf/63.4.967
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64(July 2020), 101487. https://doi.org/10.1016/j.techsoc.2020.101487
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69(October 2017), 41–48. https://doi.org/10.1016/j.ijhm.2017.10.015
Liébana-Cabanillas, F., Muñoz-Leiva, F., & Rejón-Guardia, F. (2013). The determinants of satisfaction with e-banking. Industrial Management and Data Systems, 113(5), 750–767. https://doi.org/10.1108/02635571311324188
Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information and Management, 43(3), 271–282. https://doi.org/10.1016/j.im.2005.08.001
Lovelock, C. H., & Wirtz, J. (2011). Services Marketing: People, Technology, Strategy (7th ed; gl). Upper Saddle River, NJ : Pearson Education.
Malhotra, N. K. (2012). Basic Marketing Research (4th ed.). Boston: Pearson Education.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), 709–734. https://doi.org/https://doi.org/10.2307/258792
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(July), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Mehrabian, A., & Russel, J. A. (1974). An Approach to Environmental Psychology. Mass: MIT press.
Menon, S., & Kahn, B. E. (1995). The Impact of Context on Variety Seeking in Product Choices. Journal of Consumer Research, 22(3), 285. https://doi.org/10.1086/209450
Monks, F. J., Knoers, A. M. P., & Haditono, S. R. (2019). Psikologi Perkembangan: Pengantar Dalam Berbagai Bagiannya. Gadjah Mada University Press.
Nilasari, E., & Istiatin. (2015). Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Pada Dealer Pt. Ramayana Motor Sukoharjo. Jurnal Paradigma Universitas Islam Batik Surakarta, 13(01), 115736.
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. https://doi.org/http://dx.doi.org/10.2307/1251430
Putri, A. F. (2019). Pentingnya Orang Dewasa Awal Menyelesaikan Tugas Perkembangannya. SCHOULID: Indonesian Journal of School Counseling, 3(2), 35. https://doi.org/10.23916/08430011
Ringle, C. M., Wende, Sven, & Becker, J.-M. (2015). Bootstrapping. https://www.smartpls.com/documentation/algorithms-and-techniques/bootstrapping/
Roscoe, J. T. (1975). Fundamental Research Statistics for the Behavioral Sciences (2nd ed.). New York, Holt, Rinehart and Winston.
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393–404. https://doi.org/10.5465/AMR.1998.926617
Saad, N. M. (2012). Comparative analysis of customer satisfaction on Islamic and conventional banks in Malaysia. Asian Social Science, 8(1), 73–80. https://doi.org/10.5539/ass.v8n1p73
Saori, S. (2021). Nasabah Keluhkan Migrasi Rekening BSI Tanpa Pemberitahuan. Koropak.Co.Id. https://news.koropak.co.id/15577/ nasabah-keluhkan-migrasi-rekekning-bsi-tanpa-pemberitahuan
Saptasari, K., & Aji, H. M. (2020). Factors affecting Muslim non-customers to use Islamic bank: Religiosity, knowledge, and perceived quality. Jurnal Ekonomi & Keuangan Islam, 6(2), 165–180. https://doi.org/10.20885/jeki.vol6.iss2.art7
Sekaran, U., & Bougie, R. (2010). Research Methods for Business: A Skill Building Approach (5th ed.). John Wiley & Sons Inc.
Shukla, P. (2004). Effect of product usage, satisfaction and involvement on brand switching behaviour. Asia Pacific Journal of Marketing and Logistics, 16(4), 82–104. https://doi.org/10.1108/13555850410765285
Shukla, S. (2020). Concept of Population and Sample. How to Write a Research Paper, June. https://www.researchgate.net/publication/346426707_CONCEPT_OF_POPULATION_AND_SAMPLE
Söderlund, M., & Sagfossen, S. (2017). The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction. Journal of Retailing and Consumer Services, 39(June), 219–229. https://doi.org/10.1016/j.jretconser.2017.08.019
Sulestyono, E. (2021). BSI Perkuat Kualitas Layanan Perbankan Syariah. RRI Net. https://rri.co.id/ekonomi/1097087/bsi-perkuat-kualitas-layanan-perbankan-syariah
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction – a factor specific approach. Journal of Services Marketing, 16(4), 363–379. https://doi.org/10.1108/08876040210433248
Syah, S. R. S. R., Ibrahim, I., & Sufardi, S. (2018). Switching Behavior Nasabah Bank: Tinjauan Empiris Teori Keperilakuan Di Kota Makassar. Jurnal Ad’ministrare, 5(2), 113. https://doi.org/10.26858/ja.v5i2.7973
Tran, V. D., & Le, N. M. T. (2020). Impact of service quality and perceived value on customer satisfaction and behavioral intentions: Evidence from convenience stores in Vietnam. Journal of Asian Finance, Economics and Business, 7(9), 517–526. https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.517
Tsakiridou, E., Mattas, K., & Bazoche, P. (2012). Consumers’ response on the labels of fresh fruits and related implications on pesticide use. Food Economics, 9(1–2), 129–134. https://doi.org/10.1080/16507541.2012.695113
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63(April), 102721. https://doi.org/10.1016/j.jretconser.2021.102721
Wang, Y., Lo, H. P., & Hui, Y. V. (2003). The antecedents of service quality and product quality and their influences on bank reputation: Evidence from the banking industry in China. Managing Service Quality: An International Journal, 13(1), 72–83. https://doi.org/10.1108/09604520310456726
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
Zhu, Q., Hang, Y., Liu, J., & Lai, K. hung. (2014). How is employee perception of organizational efforts in corporate social responsibility related to their satisfaction and loyalty towards developing harmonious society in Chinese enterprises? Corporate Social Responsibility and Environmental Management, 21(1), 28–40. https://doi.org/10.1002/csr.1302
Zulganef. (2006). Pemodelan Persamaan Struktur dan Aplikasinya Menggunakan Amos 5. Bandung Pustaka.
Downloads
Published
2023-01-24
How to Cite
Sari, B. F. N. E., & Aji, H. M. (2023). Niat Berpindah Nasabah yang Termigrasi Paksa ke Bank Syariah Indonesia. Jurnal Manajerial, 10(01), 37–55. https://doi.org/10.30587/jurnalmanajerial.v10i1.4546
Issue
Section
Articles
P-ISSN: 2354-8592 __ E-ISSN: 2621-5055 
