Impak Kepercayaan dan Kesetiaan Pendeposit Lembaga Tabung Haji (TH) Terhadap Risiko Kecairan

Abstract

Recently Lembaga Tabung Haji (TH) has been negatively accused from various aspects which may tarnish its reputation. This scenarioreceivesbad reaction from depositors, reducing their trust and loyalty, which leadsto withdrawal of deposits. This study aims to identify factors that influence the trust and loyalty of TH besides capturing the trust and loyalty traits of depositors as mediating factors of liquidity risk. This study adopts purposive sampling method and a total of 200 respondents respond to the questionnaires via online and enumerator service. Analysis using PLS-SEM technique revealed that trust mediates the relationship between financial information, security deposit, service quality and image with liquidity risk. Besides that, loyalty mediates the relationship between service quality, customer satisfaction and image with liquidity risk. Therefore, good corporate governance has to be enhanced to gain back the depositors' trust. Results from this study are expected to assist the management of TH as well as the government to properly manage liquidity risk in ensuring the sustainability of TH in future.