Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences
Vol 4, No 3 (2021): Budapest International Research and Critics Institute August

The Effects of Trust and Service Quality on Customer Loyalty of Islamic Banks Moderated By Religiosity (A Study of Islamic Bank Customers in Jakarta)

Irma Rasita Gloria Barus (Unknown)
Hery Winoto Tj (Unknown)
Soegeng Wahyoedi (Unknown)



Article Info

Publish Date
19 Aug 2021

Abstract

The objective of this study was to analyze the impact of trust and service quality on customer loyalty of Islamic Banks in which religiosity plays a role as moderator. This study identified how trust and service quality of Islamic banks in terms of their conformity with Sharia principles and their safe handling of deposits affect costumer loyalty towards them. The data for the study were collected through questionnaires from 120 individuals participated in the survey using accidental sampling method. The data were analyzed through structural equation modelling – partial least square (SEM-PLS) with WarpPLS 7.0 version of software. The results showed that trust had a positive impact on loyalty of Islamic banks customers. Moreover, it was confirmed that service quality had a positive relationship with customer loyalty of Islamic banks. However, the results could not identify any significant moderating role of religiosity on the relationship between trust on loyalty and service quality on loyalty.

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Journal Info

Abbrev

birci

Publisher

Subject

Religion Arts Humanities Economics, Econometrics & Finance Social Sciences

Description

Budapest International Research and Critics Institute (BIRCI-Journal) : Humanities and Social Sciences is a peer-reviewed journal published in February, May, August and November by Budapest International Research and Critics University Journal (BIRCU-Journal). BIRCI welcomes research papers in ...