The loyalty of Muslim customers on the Indonesian Islamic banks: the role of corporate image, satisfaction, and trust

Abstract

This study aims to investigate the factors that affect the loyalty of Muslim customers in Indonesian Islamic banking industry. Based on the literature review, this study uses customer satisfaction, corporate image, and customer trust as variables that are expected in affecting the loyalty of Muslim customers. Data collection was conducted through a survey that involved 274 Muslim customers. The model was tested using hierarchical regression. The results show that customer's satisfaction and customer's trust have an important role to build Muslim customers loyalty in Indonesia Islamic banking industry. Furthermore, the results show that customer's trust function as a mediator role (partially) for the relationship of customer satisfaction and customer loyalty.

Merak Port Customer Loyalty

“…This is can be due to the direct effect of customer satisfaction already strong, and customer already had enough experience with the Merak Port services and feel satisfied, so they do not have to feel trust to using the services Merak Port again. This finding is in line with past research by Utami (2017), however it is different from the finding by (Aljumah et al, 2020;Rocio Carranza et al, 2018;Darmawan, 2018;Haron et al, 2020) which shows the mediating effect of trust in the relationship between satisfaction and customer loyalty.…”

“…For the further study it is hoped that can increase the amount of samples, because in this study the number of samples used was only 200 respondents, which is certainly not enough to show the actual situation at Merak Port. It is hoped that further research can use variables other than those used by researchers such as corporate image (Asnawi et al, 2019;Darmawan, 2018;Lunarindiah, 2016), Price ( Sinaga et al 2016Wulandari et al, 2016;Setyowati, 2017) or security quality variable as an independent variable that can affect customer loyalty is in accordance with the research of Chang & Thai (2016).…”