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EFFECTS OF SERVICE QUALITY, CUSTOMER TRUST AND CUSTOMER RELIGIOUS COMMITMENT ON CUSTOMER SATISFACTION AND LOYALTY OF ISLAMIC BANKS IN EAST JAVA
Hidayat, Rachmad Akhmad, Sabarudin Machmud
Hidayat, Rachmad
Akhmad, Sabarudin
Machmud
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Abstract
The purpose of this study is to describe the relationships among service quality, customer trust and customer religious commitment on customer satisfaction and loyalty of Islamic banks in East Java. Respondents are Islamic banks’ customers domiciled in East Java. A predetermined number of samples are taken by the use of a simple random sampling technique. Analysis is performed using the Structural Equation Modeling (SEM). The results indicate that service quality and customer trust of Islamic banks jointly have significant effects on customer satisfaction. The service quality and customer trust have direct and indirect effects on customer loyalty mediated by satisfaction of Islamic banks’ customers in East Java. Religious commitment has no direct and indirect effect on customer satisfaction and customer loyalty.
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2015-07
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With permission of the license/copyright holder