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The Influence of Service Quality, Religious Commitment and Trust on the Customers' Satisfaction and Loyalty and Decision to do Transaction in Mandiri Sharia Bank of Jawa Timur
Hidayat, Rachmad Akhmad, Sabarudin
Hidayat, Rachmad
Akhmad, Sabarudin
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Abstract
This study investigates the causal relationship of service quality, religious commitment and trust on customers’ satisfaction, loyalty and decision to do transaction in sharia banking services. This research shows that customers’ satisfaction and loyaltyare intervening variables that linked the service quality and the customers’ trust with the decision to repeat their banking transaction. The religious commitment had insignificant influence toward the service quality; however, it had significant influence toward the loyalty and decision to repeat their banking transaction.
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2015-06
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With permission of the license/copyright holder