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THE IMPACT OF SHARIA COMPLIANCE AND SERVICE QUALITY ON CUSTOMER LOYALTY WITH RELIGIOSITY AS A MEDIATING VARIABLE

Background – It is undeniable that there are still many people who do not fully
believe in Islamic banking activities whether they are free from things that are
prohibited in Islam. This makes the customer's religiosity needs to be investigated
further how it affects the loyalty of Islamic bank customers.
Objective -The purpose of this study is to analyze the loyalty of customer
depositors at Islamic banks in Bogor Regency with sharia compliance, service
quality and religiosity as mediating variables.
Research Method - In this study, there were 277 respondents as the research
sample using stratified random sampling with proportional allocation technique,
using the Structural Equation Modeling (SEM) method with IBM AMOS (Analysis
of Structural Moment) V.22 software for testing the available data.
Findings - The results of the study found that the direct test of compliance with
sharia mediation and religiosity had an effect on customer loyalty, while service
quality had no effect on customer loyalty either directly or through religion as a
variable. Another result is that religiosity acts as a mediating between sharia
compliance and customer loyalty. This research is the role of religiosity which is
very important in encouraging customer loyalty in Islamic banks. The higher the
religiosity owned by customers, the more loyal they are to Islamic banks

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2549-9270
Available
Detail Information
Series Title
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Call Number
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Publisher
Padang : At-Tijaroh: Jurnal Ilmu Manajemen dan Bisnis Islam.,
Collation
Volume 8 (2), 2022: 272 - 293
Language
English
ISBN/ISSN
2549-9270
Classification
NONE
Content Type
-
Media Type
-
Carrier Type
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Edition
Vol.8, No.2
Subject(s)
Customer Loyalty
Service Quality
religiosity
Sharia Compliance
Specific Detail Info
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Statement of Responsibility
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