ANALYSIS OF FACTORS AFFECTING CONSUMER DISSATISFACTION AND SWITCHING BEHAVIOR IN CUSTOMERS SYARIAH BANK IN SURABAYA
Abstract
This study aims to examine and analyze Service Quality, Brand Image, Trust, Customer commitment to Customer Dissatisfaction and Switching Behavior at Islamic banks in Surabaya.The population in this study were all customers of Islamic banks in Surabaya who made credit application withdrawals at the customer's initiative. With the number of samples set as many as 100 customers spread across nine Islamic banks in Surabaya. The test used in this study is the path analysis testBased on the results of the research that has been done, it can be concluded as follows: The results show that Service Quality has a significant effect on Customer Dissatisfaction. The results showed that Brand Image has no significant effect on Customer Dissatisfaction. The results showed that trust has a significant effect on customer dissatisfaction. The results showed that customer commitment had a significant effect on customer dissatisfaction. The results showed that service quality had a significant effect on switching behavior. The results showed that Brand Image had no significant effect on Switching Behavior. The results showed that trust had no significant effect on Switching Behavior. The results showed that trust has a significant effect on Switching Behavior. The results showed that Customer Dissatisfaction had a significant effect on Switching Behavior
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