FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS
This research examines the influence of service quality, corporate image, customer satisfaction, and customer engagement on loyalty in Islamic banks. The study was conducted by distributing questionnaires to 500 randomly selected West Sumatra, Indonesia respondents. This research uses Structural Eq...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Hamdard Foundation
2024-03-01
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| Series: | Hamdard Islamicus |
| Subjects: | |
| Online Access: | https://www.hamdardislamicus.com.pk/index.php/hi/article/view/499 |
| _version_ | 1797234604775571456 |
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| author | RONI ANDESPA YULIA HENDRI YENI |
| author_facet | RONI ANDESPA YULIA HENDRI YENI |
| author_sort | RONI ANDESPA |
| collection | DOAJ |
| description |
This research examines the influence of service quality, corporate image, customer satisfaction, and customer engagement on loyalty in Islamic banks. The study was conducted by distributing questionnaires to 500 randomly selected West Sumatra, Indonesia respondents. This research uses Structural Equation Model Analysis. The findings of this study show that service quality and company image significantly affect customer satisfaction at Islamic banks. It is indicated that service quality and company image significantly and positively impact customer engagement. It is found that all determinant factors, directly and indirectly, affect customer loyalty to Islamic banks. From the results of this study, it is expected that Islamic bank executives must identify the elements that influence customer loyalty because these factors directly or indirectly affect the customer loyalty variable. The results of this study can be used as a consideration for Islamic bank managers in developing marketing strategies because they are closely related to the marketing performance managers need to control the service performance of Islamic banks. Theoretically, this research is also a new reference for researchers studying Islamic banks. Further researchers can adapt the model and variable indicators in this study, which can be applied further.
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| first_indexed | 2024-04-24T16:34:43Z |
| format | Article |
| id | doaj.art-2eaae3487db0487e90109623003628f3 |
| institution | Directory Open Access Journal |
| issn | 0250-7196 |
| language | English |
| last_indexed | 2024-04-24T16:34:43Z |
| publishDate | 2024-03-01 |
| publisher | Hamdard Foundation |
| record_format | Article |
| series | Hamdard Islamicus |
| spelling | doaj.art-2eaae3487db0487e90109623003628f32024-03-29T17:04:27ZengHamdard FoundationHamdard Islamicus0250-71962024-03-0147110.57144/hi.v47i1.499FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKSRONI ANDESPA0YULIA HENDRI YENI1Universitas Islam Negeri Imam Bonjol PadangUniversitas Andalas This research examines the influence of service quality, corporate image, customer satisfaction, and customer engagement on loyalty in Islamic banks. The study was conducted by distributing questionnaires to 500 randomly selected West Sumatra, Indonesia respondents. This research uses Structural Equation Model Analysis. The findings of this study show that service quality and company image significantly affect customer satisfaction at Islamic banks. It is indicated that service quality and company image significantly and positively impact customer engagement. It is found that all determinant factors, directly and indirectly, affect customer loyalty to Islamic banks. From the results of this study, it is expected that Islamic bank executives must identify the elements that influence customer loyalty because these factors directly or indirectly affect the customer loyalty variable. The results of this study can be used as a consideration for Islamic bank managers in developing marketing strategies because they are closely related to the marketing performance managers need to control the service performance of Islamic banks. Theoretically, this research is also a new reference for researchers studying Islamic banks. Further researchers can adapt the model and variable indicators in this study, which can be applied further. https://www.hamdardislamicus.com.pk/index.php/hi/article/view/499Islamic Banks; Determining Factors; Customer Loyalty; SEM Analysis |
| spellingShingle | RONI ANDESPA YULIA HENDRI YENI FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS Hamdard Islamicus Islamic Banks; Determining Factors; Customer Loyalty; SEM Analysis |
| title | FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS |
| title_full | FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS |
| title_fullStr | FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS |
| title_full_unstemmed | FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS |
| title_short | FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS |
| title_sort | fostering customer loyalty among muslim clients strategies for islamic banks |
| topic | Islamic Banks; Determining Factors; Customer Loyalty; SEM Analysis |
| url | https://www.hamdardislamicus.com.pk/index.php/hi/article/view/499 |
| work_keys_str_mv | AT roniandespa fosteringcustomerloyaltyamongmuslimclientsstrategiesforislamicbanks AT yuliahendriyeni fosteringcustomerloyaltyamongmuslimclientsstrategiesforislamicbanks |