Factors Affecting Customer Loyalty of Bank Syariah Indonesia

Muhammad Agus Supriyanto; Siswanto; Yayuk Sri Rahayu

doi:10.23887/ijssb.v7i2.53520

Authors

Muhammad Agus Supriyanto Islamic State University of Malang
Siswanto Islamic State University of Malang https://orcid.org/0000-0003-0190-627X
Rahayu Islamic State University of Malang https://orcid.org/0000-0001-6315-7943

DOI:

https://doi.org/10.23887/ijssb.v7i2.53520

Keywords:

Loyalty, Service quality, Customer satisfaction, Religiosity

Abstract

This study aims to analyze the factors that influence customer loyalty at Bank Syariah Indonesia. The study used five hypotheses and examined the relationship between service quality, customer satisfaction, religiosity, and customer loyalty. This study used quantitative data with descriptive methods. The population used in this study is all customers of Bank Syariah Indonesia. The study samples amounted to 158 samples taken using non-probability sampling techniques. Data analysis was carried out using Structural Equation Modeling (SEM) with the help of SmartPLS software. The results showed that service quality has a significant direct influence on customer satisfaction. Customer satisfaction also has a significant direct influence on customer loyalty. Religiosity cannot moderate service quality in influencing customer satisfaction. This research contributes to Bank Syariah Indonesia in developing more effective marketing strategies and strengthening relationships with customers. This study also provides a theoretical contribution by examining the relationship between factors that influence customer loyalty at Bank Syariah Indonesia. Future research may consider other variables that may affect customer loyalty, such as value perception and brand image.

Author Biographies

Siswanto, Islamic State University of Malang

Vice dean for academics and institutional development of the faculty of economics

Rahayu, Islamic State University of Malang

Head of Islamic banking study program

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