Article Sidebar

Download
PDF
Statistic
Read Counter : 158 Download : 128

Downloads

Download data is not yet available.

Main Article Content

Abstract

This study aims to analyze the role of Experiential Marketing, Perceived Value, and Sharia Service Quality on Customer Satisfaction of Bank Syariah Indonesia in Teluk Kuantan City. This study involves 120 samples as respondents using the Purposive Sampling method, whereas the sample criteria are customers of Bank Syariah Indonesia, Teluk Kuantan City. They have been with the Bank for  at least 1 year. The data are collected from the structured questionnaire distributed to all respondents. As for the data analysis, Multiple Linear Regression method with SPSS Version 26 software is implemented. The results of this study prove that the Experiential Marketing, the Perceived Value, and the Sharia Service Quality have a positive and significant effect on Customer Satisfaction. In addition, it is emphasized that 62,8% of Customer Satisfaction is affected by Experiential Marketing, Perceived Value, and Sharia Service Quality. The perceived value is the variable with the most effects on customer satisfaction at Bank Syariah Indonesia in Teluk Kuantan City.

Keywords

Experiential Marketing Perceived Value Sharia Service Quality Customer Satisfaction

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Diskhamarzaweny. (2023). The Role of Experiential Marketing, Perceived Value, and Sharia Service Quality as Determinants of Customer Satisfaction . Ilomata International Journal of Management, 4(3), 386-400. https://doi.org/10.52728/ijjm.v4i3.822

References

  1. Adella, L. A., & Mulyaningtyas, D. (2022). Pengaruh Kualitas Layanan Perbankan, Peningkatan Fasilitas E-Banking dan Kepuasan Nasabah terhadap Loyalitas pada PT BNI Cabang Hangnadim Batam. Journal of Applied Business Administration , 6(1), 27–33.
  2. Adhitya, F. (2021). Pengaruh Islamic Branding, Pelayanan Syariah, Phisical Environment terhadap Corporate Image (Studi Kasus pada Nasabah Bank Syariah Kota Semarang). Procuratio : Jurnal Ilmiah Manajemen, 9(1), 54–65. http://www.ejournal.pelitaindonesia.ac.id/ojs32/index.php/PROCURATIO/index
  3. Ahmad, F., Qaisar, M. N., Mariam, S., & Hamid, S. A. R. (2021). Interactive Effect of Perceived Value and Service Quality on Banking Customers’ Satisfaction and Loyalty in Pakistan. CUST International Business Research Conference. https://www.researchgate.net/publication/357421842
  4. Aisyah, M. (2018). Islamic Bank Service Quality and Its Impact on Indonesian Customers’ Satisfaction and Loyalty. Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah (Journal of Islamic Economics), 10(2), 367–388. https://doi.org/10.15408/aiq.v10i2.7135
  5. Akram, M. W., Abbas, A., & Khan, I. A. (2022). Effects of Perceived Value, Service Quality and Customer Trust in Home Delivery Service Staff on Customer Satisfaction: Evidence from Pakistan. International Journal of Management Research and Emerging Sciences, 12(4), 128–152. https://doi.org/10.56536/ijmres.v12i4.351
  6. Al Thuwaini, S., Nauman Khan, M., Raziuddin Ahmad, S., Salman Shabbir, M., Ziaur Rehman, M., & Khokhar, I. (2022). The Effect of Customer Service Quality on Customer Satisfaction in the Gulf Cooperation Council’s Islamic Banking Industry. Cuadernos de Economía, 45(127), 21–32. https://doi.org/10.32826/cude.v1i124.500
  7. Alsaid, K. N., & Ben Amor, N. E. H. (2020). Experiential Marketing Impact on Experiential Value and Customer Satisfaction : Case of Winter Wonderland Amusement Park in Saudi Arabia. Expert Journal of Marketing, 8(2), 118–128. http://hdl.handle.net/11159/6217
  8. Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the Effect of Electronic Banking Service Quality on Customer Satisfaction and Loyalty: An Implication for Technological Innovation. Journal of Innovation and Entrepreneurship, 12(1), 1–18. https://doi.org/10.1186/s13731-023-00287-y
  9. Azhar, F. N., & Nirawati, L. (2022). Pengaruh Experiential Marketing dan Emotional Branding Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Starbucks di Surabaya. J-MAS (Jurnal Manajemen Dan Sains), 7(2), 528–535. https://doi.org/10.33087/jmas.v7i2.445
  10. Bayir, T. (2022). Experiential Marketing and Practices: The Perspective of Customer Satisfaction and Loyalty. In Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices (pp. 143–165). IGI Global. https://doi.org/10.4018/978-1-6684-4380-4.ch008
  11. Cuison, R. R., Ingalla, R. M. V, Amor, J. H. R. B., Remigio, J. L., Guerra, K. X., Arellano, G. A. D., Asis, P. G. M., Gabrillo, J. A., & Francisco, C. D. (2021). The Effects of Perceived Value and Customer Satisfaction in Online Businesses. International Journal of Academic Multidisciplinary Research (IJAMR), 5(1), 41–45. www.ijeais.org/ijamr
  12. Cuong, D. T. (2020). The Effect of Physical Environment and Perceived Value on Customer Satisfaction and Behavioral Intention at the Cinema in Vietnam. Test Engineering & Management, 82(January-February), 1665–1674. https://www.researchgate.net/publication/338556167
  13. Dhillon, R., Agarwal, B., & Rajput, N. (2021). Determining the Impact of Experiential Marketing on Consumer Satisfaction: A Case of India’s Luxury Cosmetic Industry. Innovative Marketing, 17(4), 62–74. https://doi.org/10.21511/im.17(4).2021.06
  14. Fan, W. (2023). The Effects of Customer Perceived Values’ Dimensions on Satisfaction and Consequently on Customer Loyalty. International Journal of Advanced Engineering and Management Research, 8(03), 31–38. https://doi.org/10.51505/ijaemr.2023.8303
  15. Fatoki, O. P., & Fatoki, T. H. (2020). Experiential Marketing: Effects on Brand, Customer and Market Experience, and Industrial Applications with Perspectives from Nigeria. Marketing – from Information to Decision Journal, 3(1), 58–66. https://doi.org/10.2478/midj-2020-0005
  16. Febriani, A., & Tiorida, E. (2019). Pengaruh Perceived Value Spotify Premium Terhadap Kepuasan Pelanggan (Studi Pada Mahasiswa di Wilayah Bandung Raya). Prosiding Industrial Research Workshop and National Seminar, 1193–1203.
  17. Ferdinand, A. (2011). Metode Penelitian Manajemen, Pedoman Penelitian untuk Penulisan Skripsi, Tesis, dan Disertasi Ilmu Manajemen. Penerbit Universitas Diponegoro.
  18. Habibi, S., & Zakipour, M. (2022). The Effect of Perceived Value on Customer Loyalty by Examining the Mediating Role of Electronic Word-of-Mouth Advertising and Customer Satisfaction: Case Study of Jabama Company. International Journal of Applied Research in Management and Economics, 5(4), 59–77. https://doi.org/10.33422/ijarme.v5i4.971
  19. Ichsan, R. N., & Karim, A. (2021). Kualitas Pelayanan Terhadap Kepuasan Nasabah PT Jasa Raharja Medan. Jurnal Penelitian Pendidikan Sosial Humaniora, 6(1), 54–57.
  20. Irlia, B. T. (2022). Analisis E-Service Quality Dan Perceived Value Terhadap Kepuasan Pengguna Aplikasi Dompet Digital. Management Studies and Entrepreneurship Journal, 3(4), 2183–2189. http://journal.yrpipku.com/index.php/msej
  21. Isler, D. B. (2015). The Effect of Experiential Marketing on Satisfaction of Microblogging Sites: A Study on Twitter Users. International Journal of Social Ecology and Sustainable Development, 6(1), 28–43. http://www.igi-global.com/authorseditors/titlesubmission/newproject.aspx
  22. 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
  23. Jeon, H. (2013). The Effect of Experiential Marketing on Customer Satisfaction and Revisit Intention of Beauty Salon Franchise Stores. Journal of Fashion Business, 17(3), 109–121. https://doi.org/10.12940/jfb.2013.17.3.109
  24. K., A., Paly, M. B., & Abdullah, M. W. (2023). Customer Loyalty Islamic Banks in Indonesia: Service Quality which Mediated by Satisfaction and Customer Trust. International Journal of Professional Business Review, 8(4), 1–23. https://doi.org/10.26668/businessreview/2023.v8i4.1286
  25. Kasinem. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329–339.
  26. Khamis, F. M., & AbRashid, R. (2018). Service Quality and Customer’s Satisfaction in Tanzania’s Islamic Banks. Journal of Islamic Marketing, 9(4), 884–900. https://doi.org/10.1108/JIMA-09-2016-0068
  27. Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education, Inc.
  28. Kristiani, M. A. (2019). Pengaruh Experiential Marketing Dan Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Sebagai Variabel Intervening (Studi Pada Pelanggan TX Travel Klampis Surabaya). Jurnal Pendidikan Tata Niaga (JPTN), 7(3), 539–547.
  29. Mainardes, E. W., & Freitas, N. P. de. (2023). The Effects of Perceived Value Dimensions on Customer Satisfaction and Loyalty: A Comparison Between Traditional Banks and Fintechs. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-10-2022-0437
  30. Maskun, L., Soegoto, A. S., & Jorie, R. J. (2018). Pengaruh Experiential Marketing Kualitas Jasa terhadap Kepuasan Pelanggan pada Steiner Salon Manado. Jurnal EMBA, 6(3), 1268–1277.
  31. Mega T., M., & Harsono, S. (2013). Pengaruh Harga, Nilai Manfaat, Dan Kualitas Terhadap Kepuasan Pelanggan Handphone Blackberry Di Surabaya. Journal of Business and Banking, 3(2), 135–150. http://www.salingsharing.com.
  32. Munggaran, A. P., Danial, R. D. M., & Z., F. M. (2020). Peningkatan Kepuasan Pelanggan Melalui Experiential Marketing dan Nilai Pelanggan. BUDGETING : Journal of Business, Management and Accounting, 2(1), 360–371. https://doi.org/10.31539/budgeting.v2i1.1736
  33. Navarro, R. M., & Bacatan, J. R. (2023). Analyzing the Relationship between Service Quality and Customer Satisfaction on the Power Services Delivery of Northern Davao Electric Cooperative. International Journal for Innovative Research in Multidisciplinary Field, 9(6), 201–210. https://doi.org/10.2015/IJIRMF/202306031
  34. Raji, Mohd. N. A., & Zainal, A. (2016). The Effect of Customer Perceived Value on Customer Satisfaction: A Case Study of Malay Upscale Restaurants. Malaysian Journal of Society and Space, 12(3), 58–68.
  35. Rane, N. L., Achari, A., & Choudhary, S. P. (2023). Enhancing Customer Loyalty through Quality of Service: Effective Strategies to Improve Customer Satisfaction, Experience, Relationship, and Engagement. International Research Journal of Modernization in Engineering Technology and Science, 5(5), 427–452. https://doi.org/10.56726/irjmets38104
  36. Rangkuti, F. (2008). Measuring Customer Satisfaction : Gaining Customer Relationship Strategy – Teknik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan dan Analisis Kasus PLN-JP. PT Gramedia Pustaka Utama.
  37. Sanjaya, I. G. N., Rumini, L. P. I., Lasmini, N. K., Sarjana, I. M., & Marheni, L. (2022). The Effect of Experiential Marketing on Consumer Satisfaction and Behavioral Intentions. International Journal of Business, Economics & Management, 5(4), 388–392. https://doi.org/10.21744/ijbem.v5n4.2009
  38. Shah, I. A., Rajper, Z. A., Ghumro, I. A., & Mahar, S. W. (2018). Experiential Value Mediates Relationship Between Experiential Marketing and Customer Satisfaction. Sukkur IBA Journal of Management and Business, 5(2), 45–61. https://doi.org/10.30537/sijmb.v5i2.315
  39. Sondoh Jr., S. L., Ming Fook, L., Tanakinjal, G. H., & Ling Chai, W. (2020). Perceived Value and Customer Satisfaction of Smartphone Brand among Youth: The Moderating Effect of Gender. Malaysian Journal of Business and Economics (MJBE), 7(1), 39–55. https://doi.org/10.51200/mjbe.vi.2564
  40. Tjiptono, F. (2011). Service Quality & Satisfaction (3rd ed.). Penerbit Andi.
  41. Topal, Y. K., Karadeniz, M., & Pektas, G. O. E. (2013). The Effects of Experiential Marketing and Service Quality on Customer Satisfaction and Customer Loyalty at Shopping Centers. Journal of Naval Science and Engineering, 9(1), 46–66. https://www.researchgate.net/publication/342736863
  42. Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2022). Web Design and Trust as Moderators in the Relationship between e-Service Quality, Customer Satisfaction and Customer Loyalty. The TQM Journal, December. https://doi.org/10.1108/TQM-10-2022-0298
  43. Wiguna, N. A. S., Ramdan, A. M., & Norisanti, N. (2022). Analisis Inovasi Layanan Drive Thru Dan Perceived Value Terhadap Kepuasan Konsumen Makanan Cepat Saji Di Masa Pandemi Covid-19. Management Studies and Entrepreneurship Journal, 3(3), 1505–1509. http://journal.yrpipku.com/index.php/msej
  44. Wu, M.-Y., & Tseng, L.-H. (2015). Customer Satisfaction and Loyalty in an Online Shop: An Experiential Marketing Perspective. International Journal of Business and Management, 10(1), 104–114. https://doi.org/10.5539/ijbm.v10n1p104