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The purpose of this study to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The research method used Structural Equation Modelling Lisrel. The results showed: 1) there is no effect of failure on the experience of online transactions; 2) there is an effect of service recovery on the customer experience of online transactions; 3) there is an influence of customer experience on customer satisfaction in online transactions; 4) there is an effect of customer satisfaction on customer loyalty using online transactions; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions. As for the novelty of this study, religiosity affects customers in the relationship between customer experience and customer satisfaction and loyalty.

aptisi transactions on management

The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking