A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking
<p>This research aims to develop a measurement tool of service quality in Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM), and consumer loyalty. A convenience sampling of 235 respondents collected from seven locations in th...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Syarif Hidayatullah State Islamic University of Jakarta
2015-03-01
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| Series: | Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah |
| Subjects: | |
| Online Access: | http://journal.uinjkt.ac.id/index.php/iqtishad/article/view/1357 |
| _version_ | 1818349131865784320 |
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| author | S. Suryani Hendryadi Hendryadi |
| author_facet | S. Suryani Hendryadi Hendryadi |
| author_sort | S. Suryani |
| collection | DOAJ |
| description | <p>This research aims to develop a measurement tool of service quality in Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM), and consumer loyalty. A convenience sampling of 235 respondents collected from seven locations in the Lhokseumawe, Aceh. Partial least square -structural equation modeling- (PLS-SEM) was used to test the research hypotheses. The results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.</p><p>DOI:<span><a href="http://dx.doi.org/10.15408/aiq.v7i1.1357">10.15408/aiq.v7i1.1357</a></span></p> |
| first_indexed | 2024-12-13T18:01:05Z |
| format | Article |
| id | doaj.art-b03986365157404ebe9d3e0bc1776915 |
| institution | Directory Open Access Journal |
| issn | 2087-135X 2407-8654 |
| language | English |
| last_indexed | 2024-12-13T18:01:05Z |
| publishDate | 2015-03-01 |
| publisher | Syarif Hidayatullah State Islamic University of Jakarta |
| record_format | Article |
| series | Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah |
| spelling | doaj.art-b03986365157404ebe9d3e0bc17769152022-12-21T23:36:12ZengSyarif Hidayatullah State Islamic University of JakartaAl-Iqtishad: Jurnal Ilmu Ekonomi Syariah2087-135X2407-86542015-03-0171455810.15408/aiq.v7i1.13571228A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic BankingS. Suryani0Hendryadi Hendryadi1STAIN Malikussaleh LhokseumaweFaculty of Economic Attahiriyah Islamic University<p>This research aims to develop a measurement tool of service quality in Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM), and consumer loyalty. A convenience sampling of 235 respondents collected from seven locations in the Lhokseumawe, Aceh. Partial least square -structural equation modeling- (PLS-SEM) was used to test the research hypotheses. The results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.</p><p>DOI:<span><a href="http://dx.doi.org/10.15408/aiq.v7i1.1357">10.15408/aiq.v7i1.1357</a></span></p>http://journal.uinjkt.ac.id/index.php/iqtishad/article/view/1357Service QualityIslamic BankingWOMLoyaltyCustomer Satisfaction |
| spellingShingle | S. Suryani Hendryadi Hendryadi A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah Service Quality Islamic Banking WOM Loyalty Customer Satisfaction |
| title | A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking |
| title_full | A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking |
| title_fullStr | A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking |
| title_full_unstemmed | A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking |
| title_short | A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking |
| title_sort | developing model of relationship among service quality consumer satisfaction loyalty and word of mouth in islamic banking |
| topic | Service Quality Islamic Banking WOM Loyalty Customer Satisfaction |
| url | http://journal.uinjkt.ac.id/index.php/iqtishad/article/view/1357 |
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