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Management Science Letters

ISSN 1923-9343 (Online) - ISSN 1923-9335 (Print)
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Volume 11 Issue 1 pp. 187-194 , 2021

The effect of religiosity and service quality on customer loyalty of Islamic banks mediated by customer trust and satisfaction Pages 187-194 Right click to download the paper Download PDF

Authors: Soegeng Wahyoedi, Achmad Sudiro, S. Sunaryo, S. Sudjatno

DOI: 10.5267/j.msl.2020.8.016

Keywords: Islamic Banking, Loyalty, Religiosity, Satisfaction, Service quality, Trust

Abstract: The presence of Islamic banking in Indonesia is to provide banking services for Muslim communities who need banks in accordance with sharia (Islamic law). Empirical facts show that the Muslim population using Islamic banks is approximately 14% of the total population. Meanwhile, Islamic banking assets are less than 5% of the total national banking assets. This shows that there are problems in customer loyalty of the Islamic banking industry in Indonesia. This study aimed to examine and explain the direct and indirect effects of the variables of religiosity, service quality, satisfaction, and trust on Islamic bank customer loyalty through a study on Islamic bank customers in the Special Capital Region (DKI) of Jakarta. The paradigm used in this research was quantitative positivist using survey methods in data collection. The population in this study was Islamic bank customers in DKI Jakarta, and the number of samples was 120 with a purposive sampling method. Data analysis was performed by descriptive and inferential analysis using SmartPLS statistical computational tools version 3.3.2. The results of the study indicated that religiosity, service quality, and satisfaction significantly directly affected loyalty. There was not enough evidence to state that trust directly affected the loyalty of Islamic bank customers. In testing the indirect effect, customer satisfaction partially mediated the effect of service quality on loyalty; however, it failed to mediate the effect of religiosity on loyalty. There was not enough evidence to state that trust mediated the effect of religiosity and service quality on customer loyalty of Islamic banks in DKI Jakarta.


How to cite this paper
Wahyoedi, S., Sudiro, A., Sunaryo, S & Sudjatno, S. (2021). The effect of religiosity and service quality on customer loyalty of Islamic banks mediated by customer trust and satisfaction.Management Science Letters , 11(1), 187-194.

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Journal: Management Science Letters | Year: 2021 | Volume: 11 | Issue: 1 | Views: 1988 | Reviews: 0

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