Open AccessInfluence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty
Author(s) -
Afifah Afifah,
Nurul Alfiah Kurniawati
Publication year - 2021
Publication title -
journal of islamic economic laws
Language(s) - English
Resource type - Journals
eISSN - 2655-9617
pISSN - 2655-9609
DOI - 10.23917/jisel.v4i2.15089
Subject(s) - loyalty business model , customer satisfaction , business , service quality , customer equity , marketing , customer retention , customer advocacy , customer delight , nonprobability sampling , service (business) , population , sociology , demography
trengthening Islamic banking funding is one of particular strategies in the Indonesian Islamic banking master plan for 2019-2024, as one of their expected outputs is to increase market share and customer satisfaction of Islamic banks. This study aims to identify influence of service quality dimensions on customer satisfaction and their impacts on customer loyalty in Islamic banks in Indonesia. This study used a quantitative approach. Its data were collected by an online questionnaire with five Likert scales randomly given to 136 customers from several Islamic banks who had direct transactions at the Islamic banks. The sampling technique of this study used a purposive sampling technique, and its analysis technique used Structural Equation Modeling based on Partial Least Square (SEM-PLS). The findings of this paper indicate that the dimensions of both compliance and responsiveness have significant influence on customer satisfaction and customer loyalty. Meanwhile, assurance, reliability, and empathy dimensions have no significant impacts on customer satisfaction and customer loyalty. Tangible dimension has significant influence on customer satisfaction but has no significant influence on customer loyalty. Customer satisfaction has a significant impact on customer loyalty.Keywords: Islamic bank, CARTER model, customer satisfaction, customer loyalty