Pengaruh Kepercayaan dan Kepuasan terhadap Loyalitas Pelanggan pada Bank Syariah Digital
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Abstract
This study aims to evaluate the impact of trust and satisfaction on customer loyalty in digital Islamic bank services. In the context of digital transformation, Islamic banks focus on strengthening customer loyalty by increasing trust and satisfaction through technology-based services. This research approach is quantitative with survey method. Data were obtained through distributing questionnaires to 200 respondents who are users of digital Islamic banks. Data analysis was conducted using Structural Equation Modeling (SEM) techniques. The results revealed that trust has a significant and positive influence on customer loyalty. In addition, customer satisfaction is also proven to play a crucial role in increasing loyalty. The findings suggest that the management of digital Islamic banks should continue to strengthen transparency, enhance service security, and improve user experience to create sustainable customer relationships.
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