| Issue |
E3S Web Conf.
Volume 571, 2024
1st International Conference on Management and Sustainable Environment (ICOMSE 2024)
|
|
|---|---|---|
| Article Number | 02005 | |
| Number of page(s) | 10 | |
| Section | Marketing Management in Sustainable Environment | |
| DOI | https://doi.org/10.1051/e3sconf/202457102005 | |
| Published online | 20 September 2024 | |
The Influence of Islamic Service Quality, Emotional Attachment, and Religiosity on Satisfaction for Loyalty in the Context of Sharia Banking
Universitas Muhammadiyah Yogyakarta
* Corresponding author: indahfatmawati@umy.ac.id
This study aims to determine the influence of Islamic service quality, emotional attachment, and religiosity on customer satisfaction and loyalty in Sharia banking. The authors conducted a quantitative explanatory study to test the research hypotheses. Respondents are customers of state- owned Sharia bank in Indonesia. Data collection uses Google Forms, and sample selection uses purposive sampling involving 176 respondents. The AMOS SEM data analysis reveals that Islamic service quality, emotional attachment and religiosity affect customer satisfaction and loyalty. Customer satisfaction also affects customer loyalty. The mediating analysis also showed the mediating effect of customer satisfaction on the relationship of Islamic service quality to customer loyalty, emotional attachment on customer loyalty, and religiosity on customer loyalty. Our findings showed that Islamic service quality is essential to maintaining customer satisfaction and loyalty, despite Sharia banks engaging in a strong emotional attachment with the customer and identifying the right segment with good religiosity.
© The Authors, published by EDP Sciences, 2024
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.
Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.
Initial download of the metrics may take a while.