A DEVELOPING MODEL OF RELATIONSHIP AMONG SERVICE QUALITY, CONSUMER SATISFACTION, LOYALTY AND WORD OF MOUTH IN ISLAMIC BANKING
Journal: Al-IQTISHAD : Jurnal Ilmu Ekonomi Syariah (Vol.7, No. 1)Publication Date: 2015-01-01
Authors : Suryani; Hendryadi Hendryadi;
Page : 45-58
Keywords : Service Quality; Islamic Banking; WOM; Loyalty; Customer Satisfaction;
Abstract
This research aims to develop a measurement tool of service quality in Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM), and consumer loyalty. A convenience sampling of 235 respondents collected from seven locations in the Lhokseumawe, Aceh. Partial least square -structural equation modeling- (PLS-SEM) was used to test the research hypotheses. The results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.
Other Latest Articles
- THE ROLE OF RELIGIOUS NORMS ON SELECTING THE ISLAMIC BANK
- EVALUATING THE MODELS OF SHARIA MICROFINANCE IN INDONESIA: AN ANALYTICAL NETWORK PROCESS (ANP) APPROACH
- MAPPING AND CORRELATION ANALYSIS OF EFFICIENCY AND PROFITABILITY: THE CASE OF ISLAMIC RURAL BANK IN INDONESIA
- Design and Implementation of Enhanced version of MRC6 algorithm for data security
- Fail Fast - Fail Often: Enhancing Agile Methodology using Dynamic Regression, Code Bisector and Code Quality in Continuous Integration (CI)
Last modified: 2015-06-27 12:20:26