Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven?
Islamic banking is an essential element in the development and establishment of Indonesia’s economy, for that it is crucial for management to have a good marketing strategy to be sustainable. Thus, this research aims to explore the route of consumer loyalty by emphasizing religiosity, intimacy, and...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2022-08-01
|
| Series: | Studies in Business and Economics |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/sbe-2022-0040 |
| _version_ | 1828158380545409024 |
|---|---|
| author | Yusfiarto Rizaldi Nugraha Septy Setia Pambudi Dwi Santosa Pambekti Galuh Tri |
| author_facet | Yusfiarto Rizaldi Nugraha Septy Setia Pambudi Dwi Santosa Pambekti Galuh Tri |
| author_sort | Yusfiarto Rizaldi |
| collection | DOAJ |
| description | Islamic banking is an essential element in the development and establishment of Indonesia’s economy, for that it is crucial for management to have a good marketing strategy to be sustainable. Thus, this research aims to explore the route of consumer loyalty by emphasizing religiosity, intimacy, and service quality as the factors of consumer satisfaction of Indonesian Islamic banking. This study applies a structural equation model (SEM) to analyze data collected from 308 Islamic bank consumers in Indonesian Islamic communities and Islamic institutions. The empirical results show that the service quality dimensions (PAKSERV scale); tangibility, reliability, assurance, sincerity, personalization, and formality play an essential role in increasing consumer satisfaction and consumer loyalty. There is no direct relationship between consumer religiosity and consumer loyalty, whereas consumer intimacy and service quality have a direct positive impact on consumer satisfaction and consumer loyalty. Furthermore, consumer satisfaction act as fully mediating role between service quality and consumer loyalty. Practically, the findings of this study can be used by Islamic banking management to focus on modifying service quality by emphasizing the dimensions of sincerity, personalization, and formality. And stay focused on the customer relationship with the company |
| first_indexed | 2024-04-11T23:44:11Z |
| format | Article |
| id | doaj.art-2bede47467954a7f92e2aa08ede78dac |
| institution | Directory Open Access Journal |
| issn | 2344-5416 |
| language | English |
| last_indexed | 2024-04-11T23:44:11Z |
| publishDate | 2022-08-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Studies in Business and Economics |
| spelling | doaj.art-2bede47467954a7f92e2aa08ede78dac2022-12-22T03:56:42ZengSciendoStudies in Business and Economics2344-54162022-08-0117230031810.2478/sbe-2022-0040Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven?Yusfiarto Rizaldi0Nugraha Septy Setia1Pambudi Dwi Santosa2Pambekti Galuh Tri3Sharia Finance Management Department, UIN Sunan KalijagaYogyakarta, IndonesiaGraduated from Master Management Department, Diponegoro University, IndonesiaSharia Banking Department, Ahmad Dahlan University, IndonesiaSharia Accounting Department, UIN Sunan KalijagaYogyakarta, IndonesiaIslamic banking is an essential element in the development and establishment of Indonesia’s economy, for that it is crucial for management to have a good marketing strategy to be sustainable. Thus, this research aims to explore the route of consumer loyalty by emphasizing religiosity, intimacy, and service quality as the factors of consumer satisfaction of Indonesian Islamic banking. This study applies a structural equation model (SEM) to analyze data collected from 308 Islamic bank consumers in Indonesian Islamic communities and Islamic institutions. The empirical results show that the service quality dimensions (PAKSERV scale); tangibility, reliability, assurance, sincerity, personalization, and formality play an essential role in increasing consumer satisfaction and consumer loyalty. There is no direct relationship between consumer religiosity and consumer loyalty, whereas consumer intimacy and service quality have a direct positive impact on consumer satisfaction and consumer loyalty. Furthermore, consumer satisfaction act as fully mediating role between service quality and consumer loyalty. Practically, the findings of this study can be used by Islamic banking management to focus on modifying service quality by emphasizing the dimensions of sincerity, personalization, and formality. And stay focused on the customer relationship with the companyhttps://doi.org/10.2478/sbe-2022-0040customer loyaltycustomer satisfactionservice quality (pakserv)customer intimacyand customer religiosity |
| spellingShingle | Yusfiarto Rizaldi Nugraha Septy Setia Pambudi Dwi Santosa Pambekti Galuh Tri Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven? Studies in Business and Economics customer loyalty customer satisfaction service quality (pakserv) customer intimacy and customer religiosity |
| title | Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven? |
| title_full | Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven? |
| title_fullStr | Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven? |
| title_full_unstemmed | Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven? |
| title_short | Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven? |
| title_sort | islamic banking and loyalty service quality intimacy or religious driven |
| topic | customer loyalty customer satisfaction service quality (pakserv) customer intimacy and customer religiosity |
| url | https://doi.org/10.2478/sbe-2022-0040 |
| work_keys_str_mv | AT yusfiartorizaldi islamicbankingandloyaltyservicequalityintimacyorreligiousdriven AT nugrahaseptysetia islamicbankingandloyaltyservicequalityintimacyorreligiousdriven AT pambudidwisantosa islamicbankingandloyaltyservicequalityintimacyorreligiousdriven AT pambektigaluhtri islamicbankingandloyaltyservicequalityintimacyorreligiousdriven |