The correlation of the value of amanah and islamic pricing theory with customer satisfaction and its implication on customer loyalty in hajj and umrah service products in Surabaya

Dina Fitrisia Septiarini, NIDN. 0719097702 (2017) The correlation of the value of amanah and islamic pricing theory with customer satisfaction and its implication on customer loyalty in hajj and umrah service products in Surabaya. Journal of Islamic Financial Studies, 3 (1). pp. 47-61. ISSN 2469-259X

[img] Text (Artikel)
Dina Fitrisia S_Karya Ilmiah002.pdf

Download (193kB)
[img] Text (Similarity)
Dina Fitrisia S_Turnitine Karya Ilmiah002.pdf

Download (1MB)
[img] Text (Peer Review)
Dina Fitrisia S_Peer Review 002.pdf

Download (814kB)
Official URL: https://journal.uob.edu.bh/handle/123456789/358

Abstract

In the highly competitive business of umrah and hajj services, every enterprise must find ways to maintain or develop customer satisfaction and customer loyalty, not only for the short period but also in the long term. The value of amanah and Islamic Pricing Theory are some of the factors which are influential in developing customer satisfaction and loyalty. This study aimed to find out the correlation between the value of amanah and Islamic Pricing Theory with customer satisfaction and their implication on customer loyalty. The approach employed in this research was quantitative using PLS analysis technique. There were three variables: which are independent, dependent, and intervening variables. The independent variables were the value of amanah and Islamic Pricing Theory while the dependent variable was customer satisfaction, and the intervening variable was customer loyalty. The subjects of the research were 100 customers that had used agencies providing umrah and/or hajj services in Surabaya. The data analysis instrument applied was SPSS. From this research, it can be concluded that Islamic Pricing Theory significantly affects customer satisfaction. This is indicated by the value of T Statistics reaching 6.666900 and shows positive correlation which is evident from the positive value of path coefficient estimation. In addition, customer satisfaction significantly affects customer loyalty as shown by the value of T Statistics reaching 3.562147 and has positive correlation. The concept of amanah does not provide a significant effect on customer satisfaction as indicated by the value of T Statistics of 1.617197. Additionally, the belief on Amanah does not provide a significant effect on customer loyalty as indicated by the value of T Statistics of 1.057132 belief is amanuh.

Item Type: Article
Uncontrolled Keywords: Amanah, Islamic Pricing Theory, Customer Satisfaction, Customer Loyalty
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc > BP174-190 The practice of Islam
H Social Sciences > HG Finance > HG4301-4480.9 Trust services. Trust companies
H Social Sciences > HJ Public Finance > HJ9-9940 Public finance > HJ6603-7390 Customs administration
Divisions: 04. Fakultas Ekonomi dan Bisnis > Ekonomi Syariah
Creators:
CreatorsNIM/NIDN
Dina Fitrisia Septiarini, NIDN. 0719097702UNSPECIFIED
Depositing User: Tn Sugeng Riyanto
Date Deposited: 23 Sep 2019 08:44
Last Modified: 23 Sep 2019 08:44
URI: http://repository.unair.ac.id/id/eprint/87248
Sosial Share:

Actions (login required)

View Item View Item