Building loyalty in Islamic banking relationship: a multiple mediation approach empirically in Indonesia

Yusfiarto, Rizaldi; Nugraha, Septy Setia; Pambekti, Galuh Tri; Khoirunnisa, Annes Nisrina

doi:10.1057/s41264-022-00151-2

Cited by 10 publications

(9 citation statements)

References 74 publications

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“…This is consistent with the research which shows that image has a positive effect on customer satisfaction (Dandis et al, 2021;Fauzi et al, 2022;Han & Hyun, 2017). Other studies have also shown that brand image significantly affects customer satisfaction (Mohammed & Rashid, 2018;Sharma et al, 2018;Yusfiarto et al, 2022).…”

Section: Discussionsupporting

confidence: 92%

“…Acceptance of the fourth hypothesis indicates a positive and significant effect on customer satisfaction toward the intention to recommend to others. It also proves that the indicators of customers satisfaction (service that meets customer expectations, additional services that complement the primary services, costs which are aligned with the quality of service, and overall satisfactory service quality) have a positive and significant effect on the intention to recommend Islamic banking to other parties (Yusfiarto et al, 2022). The data shows that a company's image regarding Islamic banking is an essential marketing strategy, and this will affect customers' intention to recommend the services to others, hence proving the mediation of customer satisfaction between study variables.…”

Section: Discussionmentioning

confidence: 80%

“…When customers experience the products or services of a particular company, they use this experience as the basis for assessing the company. When the result is a positive assessment, it will affect a better company image (Adirestuty, 2019;Yusfiarto, Nugraha, Pambekti, & Khoirunnisa, 2022), and this positive image encourages customers to make recommendations to others. In the Sharia banking business, the overall importance of service aspects is the most essential factor in achieving customer satisfaction (Kaakeh et al, 2019).…”

Section: Customer Satisfaction As a Mediatormentioning

confidence: 99%

See 2 more Smart Citations

The Influence of Sharia Banks’ Corporate Image and Sharia Service Standardization on the Intention to Recommend to Others: The Mediating Role of Customer Satisfaction

Warsito

Solikhin

Farhah

et al. 2022

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Grounded in marketing theory, the current study aims to investigate the role of corporate image and service standardization on the intention to recommend to others, as well as the role of customer satisfaction as a mediator. Following a quantitative research design, the cross-sectional field survey was conducted on a sample of 200 customers of Islamic banks in Indonesia. The data were analyzed through SmartPLS and SPSS to test the proposed hypotheses, and the results revealed a positive significant impact of Sharia banking image and Sharia service standardization on people’s intention to recommend the service to others. Similarly, customer satisfaction also revealed a positive impact on the intention to make recommendations. Additionally, the mediation of customer satisfaction rendered significant support from study results as proposed in the theoretical model. The study is incremental in Islamic banking literature for integrating and testing a unique theoretical framework in an Indonesian context. Several theoretical and policy implications as well as future research directions are suggested.

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Section: Discussionsupporting

confidence: 92%

Section: Discussionmentioning

confidence: 80%

Section: Customer Satisfaction As a Mediatormentioning

confidence: 99%

See 1 more Smart Citation

The Influence of Sharia Banks’ Corporate Image and Sharia Service Standardization on the Intention to Recommend to Others: The Mediating Role of Customer Satisfaction

Warsito

Solikhin

Farhah

et al. 2022

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“…Religiosity can be described as the appreciation of religion involving symbols, beliefs, values and behavior driven by spiritual encouragement (Pramintasari and Fatmawati, 2017). Religiosity is a continuous construct to measure the level of religious commitment of individuals that represent their faith, especially in Islamic financial products (Eid and El-Gohary, 2015; Muslichah et al , 2019; Yusfiarto et al , 2023). In this context, religiosity can be inferred as how the belief in Islamic teaching encourages muzakki to pay zakat through digital payment.…”

Section: Literature Reviewmentioning

confidence: 99%

Does financial technology improve intention to pay zakat during national economic recovery? A multi-group analysis

Mutmainah,

Berakon,

Yusfiarto

2024

JIMA

Self Cite

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Purpose Zakat has succeeded in becoming one of the safety nets for welfare during the crisis. As a result, continuous improvement is a necessity, especially through strengthening technology adaptation. This study aims to explore the factors determining Muslim behavior on their intention to pay zakat by taking into consideration the adoption of digital technology using the modified Unified Theory of Acceptance and Use of Technology (UTAUT). Design/methodology/approach The data collected were 265 respondents who live in urban and suburban areas. They were processed using the partial least square structural equation modeling (PLS-SEM) design. Furthermore, the multigroup analysis (MGA) was conducted to capture the difference results between urban and suburban. Findings The findings show that performance expectancy, social influence, facilitating conditions, perceived security and privacy and zakat literacy significantly increase the intention of Muzakki to adopt financial technology. Perceived security and privacy has succeeded in being an important predictor of digital payment adoption for Muzakki. This paper provides a specific description of the adoption of Muzakki living in urban and suburban areas by using MGA. The research findings illustrate that there is a different urgency between the related variables. Suburban communities have more significant results regarding the research model used. Research limitations/implications This research provides new component variables that can drive individuals’ intentions to use digital services to pay zakat online by using the redesigned UTAUT model. Further research can explore more variables related to zakat digitalization, such as social media interaction, by conducting in-depth interviews with stakeholders to improve zakat performance in this digital era. Practical implications The result of this research recommends that zakat institutions enhance their zakat literacy and education among the Muslim population to improve zakat performance. The government should pay attention to the digital ecosystem to attract the community to use a digital platform. Originality/value This research modified the UTAUT model by integrating several other important constructs to produce more comprehensive findings in investigating the factors that can influence an individual's intention to pay zakat through an online digital platform. This study also examined the indirect effect to obtain significant results by positioning perceived security and privacy as an intervening variable. The implementation of the MGA was conducted to divide research respondents into two categories (urban and suburban) and compare the test results.

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“…Satisfaction and loyalty are two closely related things. Several studies have shown that the higher customer satisfaction, the greater customer loyalty to a company (Yusfiarto et al, 2023). In the banking context, loyalty can be defined as protection that customers often do to certain banks for a long time (Ladhari, 2010;Yusfiarto et al, 2022).…”

Section: Customers Loyaltymentioning

confidence: 99%

Investigating E-Banking Service Quality in Islamic Banking: A Moderated Mediation Approach

Saibil

2023

IQTISHADIA

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The main objective of this study is to analyze the relationship between the quality of e-banking services and customer loyalty through e-satisfaction. It also aims to consider the role of self-efficacy as moderation from the perspective of internet banking and mobile banking in Islamic banking. This study employs WebQual TM and E-S-Qual as a measurement scale for e-banking service quality. In addition, the study also utilizes the moderated mediation approach to verifying the variables that influence customer loyalty in the context of Islamic banking e-platforms. Empirically, the findings show that self-efficacy, when operating as a moderator, has a considerable impact on the nexus between e-banking service quality and customer loyalty via e-satisfaction. This study also provides several theoretical contributions to the existing literature that underline the insight into loyalty, e-banking service quality, and customer psychological characteristics.

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Building loyalty in Islamic banking relationship: a multiple mediation approach empirically in Indonesia

Cited by 10 publications

References 74 publications

The Influence of Sharia Banks’ Corporate Image and Sharia Service Standardization on the Intention to Recommend to Others: The Mediating Role of Customer Satisfaction

The Influence of Sharia Banks’ Corporate Image and Sharia Service Standardization on the Intention to Recommend to Others: The Mediating Role of Customer Satisfaction

Does financial technology improve intention to pay zakat during national economic recovery? A multi-group analysis

Investigating E-Banking Service Quality in Islamic Banking: A Moderated Mediation Approach

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