SuryaniHendryadi2019-09-252019-09-252016-02-212015-01http://hdl.handle.net/20.500.12424/234680This 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.engWith permission of the license/copyright holderCustomer SatisfactionLoyaltyWOMIslamic BankingService QualityEconomic ethicsEthics of economic systemsLabour/professional ethicsReligious ethicsSpirituality and ethicsMethods of ethicsTheological ethicsPhilosophical ethicsJournal volume