International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020


IJSTR >> Volume 6 - Issue 7, July 2017 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

The Role Of Customer Delight And Brand Trust Toward Customer Loyalty (A Study At Bank Acehthat Has Been Converted Into Islamic Bank)

[Full Text]



Yusniar, Saiful Bahri, Ricky Alfanda



customer loyalty, customer delight, brand trust, Islamic Bank, Aceh.



This research focused on PT. Bank ACEH that has been converted into Islamic bank which has an emphasis on Customer loyalty as the most expected result from a research on consumer behavior. For the company, customer loyalty can be achieved through Customer Delight. There were 350 (three hundred and fifty) respondents as the sample of this research. The selection of bank customers was conducted in branch offices with a consideration that there are more varied banking transactions conducted in branch offices than in the sub-branch, cash, and unit offices. Given that the number of customers in each branch office is not similar, therefore, the researcher used proportioned stratified random sampling to determine the number of respondents. The factor of brand trust has a role as a partial mediating variable between Customer Delight and customer loyalty of PT. Bank Aceh



[1]. Kumar, A., R.W. Olshavsky, M.F. “King Exploring Alternative Antecedents Of Customer Delight”, Journal of Consumer Brand trust, Disbrand Trust and Complaining Behavior, Vol. 14, pp. 14–26, 2001.

[2]. Nandan, S, “An Exploration Of The Brand Identity-Brand Image Linkage: A Communications Perspective”, Brand Management, 12(4), 264–278, 2005.

[3]. Nguyen, N., LeBlanc, G,” Image and Reputation of Higher Education Institutions in Students' Retention Decisions and Loyalty Behavior”, International Journal of Educational Management. Vol. 15, Issue 6, 2001.

[4]. Shandler, “Quality: Beyond Brand Trust”, Journal of Business and Social Science Vol. 2 No. 1, 1989.

[5]. Sekaran, Uma, “Research Methods for Business”, Edition 4 Salemba Empat, Jakarta, 2010.

[6]. Schlossbergh, “Satisfying Customers Is A Minimum; You Really Have To Delight Them”. Marketing Ne, 24 (May 28), 10-11, 2000.

[7]. Sirdesmukh, Deepak, Jadpig Singh, Berry Sabool, “Customer Trust, Value, And Loyalty In Relational Exchanges”, Journal of Marketing, Vol. 66. No. 1 pp.15-37, 2002.

[8]. Oliver, R.L, “When The Consumer Loyalty?” Journal of Marketing, 63 (Special Issue), 33–44, 1999.

[9]. Rajeev Batra, “The Situational Impact Of Brand Image Beliefs To Loyalty Intention”, Journal of Consumer and Physicology 14(3), 318–330, 2004.

[10]. Rasheed, Masoumeh F. Abadi. “Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries“, Malaysia, 2000.

[11]. Reynolds, W. H. “The Role Of The Consumer In Image Building Toward Loyalty”, Journal of Sociological Research2014, Vol. 5, No.1(1965).

[12]. Rowley, Jennifer, “The Four Cs of Customer Loyalty”, Marketing Intelligence & Planning, Vol. 23 No. 6, pp. 574-581, 2005.

[13]. Roth, M. S, “Effects of Global Market Conditions on Brand Image Customization And Brand Performance”, Journal of Advertising, 24(4), 55–72, 1995.

[14]. Roth, M. S, “Effects Of Global Market Conditions On Brand Image Customization And Brand Performance. Journal of Advertising Vol. 24, No. 4 (Winter, 1995), pp. 55-75, 1995.

[15]. Rundle-Thiele, Sharyn and Mackay, Marisa Maio. “Assessing The Performance of Customer Loyalty Measures”. Journal of Services Marketing, Vol. 15, No. 7, 2001.

[16]. Tabachnick, B.G., L.S. Fidell, “Using Multivariate Statistics”, Harper-Collin, New York, 2001.

[17]. Vahie, Archna and Paswan, Audhesh. “Private Label Brand Image: Its Relationship with Store Image and National Brand”. International Journal of Retail & Distribution Management, Vol. 34 No. 1, pp. 67-84., 2006.

[18]. Vahie, Archna and Paswan, Audhesh, “Private Label Brand Image: Its relationship With Store Image and National Brand”. Journal of Retail and Distribution and Management. Vol. 34, No.1. 2006.

[19]. Vogt, W.P, “Dictionary of Statistics and Methodology”, Newbury Park, CA: Sage, 1993.

[20]. Zohaib Ahmed, “Effect Of Brand Trust And Brand Trust On Customer Loyalty In Bahawalpur”. Journal of Sociological, 2014.