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p-Index From 2019 - 2024
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All Journal West Science Social and Humanities Studies
Arisondha, Edy
Unknown Affiliation
Humanities Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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Analysis of the Role of Sharia Product Innovation and Service Digitalization on Customer Satisfaction and Loyalty in West Java Islamic Banks Judijanto, Loso; Arisondha, Edy; Arini, Rani Eka
West Science Social and Humanities Studies Vol. 2 No. 09 (2024): West Science Social and Humanities Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsshs.v2i09.1284

Abstract

This study examines the influence of Sharia Product Innovation and Service Digitalization on Customer Satisfaction and Customer Loyalty in Islamic banks in West Java. Using a quantitative research approach, data were collected from 230 respondents through a structured survey, with responses measured using a 5-point Likert scale. The analysis was conducted using Structural Equation Modeling (SEM) with Partial Least Squares (PLS) to test the proposed hypotheses. The findings indicate that both Sharia Product Innovation and Service Digitalization significantly enhance Customer Satisfaction, which in turn positively influences Customer Loyalty. While product innovation has a stronger effect on satisfaction, both factors contribute meaningfully to loyalty. Customer Satisfaction serves as a critical mediator in the relationship between these variables and loyalty. The study provides practical insights for Islamic banks seeking to improve customer engagement and retention through innovation and digital service enhancements.
Co-Authors Arini, Rani Eka Judijanto, Loso