Work

The influence of critical factors on customer retention

Year: 2025

Type: article

Abstract: Customer retention is the main strategy used by Islamic banking to achieve success in commercial competition. This study aims to determine the determinants of customer retention at Bank NTB Syariah. The approach used is quantitative using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The sample used in this study were customers of Bank NTB Syariah. The results showed that the variables of trust, Islamic business ethics, and relationship marketing have a significant positive effect on customer retention at Bank NTB Syariah. While the variables of service and satisfaction have no effect on customer retention.

Source: Li Falah Jurnal Studi Ekonomi dan Bisnis Islam

DOI: 10.31332/lifalah.v9i2.11473

Authors: Dedi Gunawan, Syafiq Mahmadah Hanafi, Muhammad Ahsanul Amal

Institution: Sunan Kalijaga State Islamic University Yogyakarta

Language: English

Topic: Islamic Finance and Banking Studies

Subfield: Accounting

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4409843563

FWCI: 2.73

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Cited by: 1

Related to: 10