ANALYSIS OF STRENGTHENING CUSTOMER LOYALTY IN DEPOSIT PRODUCTS AT BMT-UGT SIDOGIRI PAMEKASAN BRANCH

Moh Sholehuddin; Azis  Ashari

doi:10.32806/nja.v3i1.798

Authors

Moh Sholehuddin IAI Al-Khairat Pamekasan
Azis Ashari IAI Al-Khairat Pamekasan

DOI:

https://doi.org/10.32806/nja.v3i1.798

Keywords:

Customer loyalty, Deposit products, BMT-UGT Sidogiri

Abstract

The main focus of this study is to evaluate the factors that affect customer loyalty and identify effective strategies for increasing customer satisfaction and attachment to deposit products. The qualitative research approach was used with a case study method at BMT-UGT Sidogiri Pamekasan Branch. Data was collected through in-depth interviews with customers, satisfaction surveys, and document analysis related to deposit management policies and practices. Data analysis is carried out descriptively to identify the main factors that affect customer loyalty, such as service quality, product benefits, and effective communication. The results show that several factors contribute significantly to strengthening customer loyalty, including satisfactory service, loyalty programs, and transparency in product information. In addition, a good communication strategy between BMT-UGT Sidogiri and customers has also been proven to increase satisfaction and loyalty. However, there are challenges such as the need for improved product features and responsiveness to customer feedback. This research provides insight into how BMT-UGT Sidogiri Pamekasan Branch can strengthen customer loyalty to deposit products through an integrated strategy that focuses on customer satisfaction. The recommendations provided are expected to help financial institutions in increasing customer engagement and achieving long-term success.

References

Abu Tapanjeh, A. M., & AlTarawneh, A. R. (2020). Applicability of Forensic Accounting to Reduce Fraud and its Effects on Financial Statement of Jordanian Shareholding Companies From the Perspective of Judiciary and Certified Public Accountant. International Journal of Financial Research, 11(2), 436. https://doi.org/10.5430/ijfr.v11n2p436

Adriwati, Handayani, H., & Anita. (2023). Business Analysis of Micro Enterprises Sector: Social Media Digital Marketing Approach. KnE Social Sciences, 8(11), 604–618. https://doi.org/10.18502/kss.v8i11.13576

Agustina, S., & Purnomo, L. I. (2022). THE EFFECT OF FUNDAMENTAL FACTORS, EARNING PER SHARE AND EXCHANGE RATE ON STOCK RETURNS WITH DIVIDEND POLICY AS INTERVENING VARIABELS. KEUNIS, 10(2), Article 2. https://doi.org/10.32497/keunis.v10i2.3463

Alexander, M., & Jaakkola, E. (2015). Customer engagement behaviours and value co-creation. Dalam Customer Engagement. Routledge.

Andania, N. P., & Yadnya, I. P. (2020). The Effect of Sustainability Report Disclosure on Banking Company Financial Performance in Indonesia Stock Exchange.

F. Rahman, A. W. (2023). Pengaruh Pembiayaan Murabahah Terhadap Profitabilitas (ROA) Sibisa Al-Khairat Pamekasan. Jurnal Ekonomi dan Perbankan Syariah, 01(April), 112–124.

Fauji, D. A. S., PuspasariI, I. D., Aisyah, E. N., Rahadjeng, E. R., Saptaria, L., Rahman, F., Nurjannah, D., Mahmud, Subhan, E. S., Arisman, & Utami, B. (2021). Transformasi Bisnis Digital. Dalam Fakultas Ekonomi Universitas Nusantra PGRI Kediri.

Jaya, I. M. L. M. (2020). Metode Penelitian Kuantitatif dan Kualitatif: Teori, Penerapan, dan Riset Nyata. Anak Hebat Indonesia.

Juniatmoko, P., Fuad Hasyim, Annida Unatiq Ulya, Nurwulan Purnasari, Ronnawan. (2019). Metodologi Penelitian (Kuantitatif, Kualitatif dan Mix Method). GUEPEDIA.

Kadir, A., & Rahman, F. (2022). Implementasi Sistem Bagi Hasil Pada Produk Deposito Di Koppontren Auba Bata-Bata Palengaan Pamekasan. Investi, 05, 82–95.

Kotler, P. (2020). Marketing and Value Creation. Journal of Creating Value, 6(1), 10–11. https://doi.org/10.1177/2394964320903559

Kurniawaty, Y., Arie, M., Riza, M., & Liman, P. D. (2024). The Essence of Supervision of Registration of Individual Company Legal Entities for Micro, Small and Medium Enterprises. Journal of Law and Sustainable Development, 12(1), e2819–e2819. https://doi.org/10.55908/sdgs.v12i1.2819

Mujiono, S. (2017). EKSISTENSI LEMBAGA KEUANGAN MIKRO: CIKAL BAKAL LAHIRNYA BMT DI INDONESIA. Al-Masraf: Jurnal Lembaga Keuangan dan Perbankan, 2(2), Article 2. https://doi.org/10.15548/al-masraf.v2i2.138

Rahman, F. (2022). Manajemen Pemasaran Syariah Konsep Dasar, E-Marketing, Dan Strategi. Dalam CV. Literasi Nusantara Abadi (Vol. 1, Nomor 1).

Rahman, F., & Handayati, P. (2023). The Effect of Buying and Selling Financing and Profit Sharing Financing on Financial Performance at BPRS Bhakti Sumekar. internasional Jurnal of Integrative Science, 1(4), 219–232. https://doi.org/10.55927

Rahman, F., Mukhlis, I., Murwani, F. D., Said, A. A., Pamekasan, I. A. I. A., & Malang, U. N. (2023). Analysis of Micro Small Enterprises ( MSEs ) Customer Satisfaction in a Global Context Studies on Shoraya Batik Indonesia. International Journal of Scientific Multidisciplinary Research, 1(3), 167–180. https://doi.org/10.55927

Rahman, F, Sudarmiatin, Hermawan, A. (2023). Marketing Digitalization In Micro, Small, And Medium Enterprises (MSMES) of Pamekasan Regency In Post-Pandemic. Indonesian Interdisciplinary Journal of Sharia Economics (IJJSE), 6(1), 154–167. https://doi.org/10.31538/iijse.v6i1.1916

Ramin, M. (2023). PENTINGNYA KOMUNIKASI PUBLIK DALAM PEMASARAN PRODUK. TOPLAMA, 1(1 September), Article 1 September. https://doi.org/10.61397/tla.v1i1.31