Islamic Bank Merger: How do Perception and Service Quality Shape Customer Trust?

Abstract

Islamic banking in Indonesia has developed through the merger of three large Islamic banks to increase business coverage and strengthen capital. Good service quality and in accordance with customer expectations are very important to build trust. Public perception of this service will influence their decision to transact. Customer trust, which is built through consistent service and commitment to fairness, is a valuable asset for banks. To survive in the competition, Islamic banks must focus on improving service quality to meet customer expectations, therefore this study aims to investigate the influence of customer perception and service quality on customer trust after the merger of Bank Syariah Indonesia in Samarinda City. The approach used is quantitative, emphasizing on testing theories through measuring research variables with statistical analysis. The variables used are customer perception (X1), service quality (X2), and customer trust (Y). Primary data was obtained through the Lemeshow method with a sample of 100 respondents, using a questionnaire with 10 statements per variable. The results of the study obtained found t-test results showing a t-count value of 5.068 which is greater than the t-table of 1.984. This shows that customer perception partially influences customer trust after the merger of Bank Syariah Indonesia in Samarinda City and the t-test results show a t-count value of 4.373, which is greater than the t-table of 1.984. This shows that service quality partially influences customer trust after the merger of Bank Syariah Indonesia in Samarinda City. The F-test results show an f-count value of 42.766 which is greater than the f-table of 3.09. This shows that the variables of customer perception and service quality simultaneously influence customer trust after the merger of Bank Syariah Indonesia in Samarinda City.