Building loyalty in Islamic banking relationship: a multiple mediation approach empirically in Indonesia

Rizaldi Yusfiarto (), Septy Setia Nugraha, Galuh Tri Pambekti and Annes Nisrina Khoirunnisa
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Rizaldi Yusfiarto: UIN Sunan Kaljaga Yogyakarta
Septy Setia Nugraha: Diponegoro University
Galuh Tri Pambekti: UIN Sunan Kaljaga Yogyakarta
Annes Nisrina Khoirunnisa: UIN Sunan Kaljaga Yogyakarta

Journal of Financial Services Marketing, 2023, vol. 28, issue 2, No 7, 306-320

Abstract: Abstract This study emphasizes the investigation of customer relationship construction with Islamic banking. The research model uses six constructs consisting of two exogenous variables (religiosity and service quality), three mediating variables (satisfaction, trust and intimacy), and one endogenous variable (loyalty). The research sample of 287 respondents was then analyzed using a structural equation modeling approach. Empirical findings highlight that the relationship between religiosity and loyalty is fully mediated by customer intimacy and the relationship between service quality and loyalty is mediated serially by customer satisfaction and trust. Furthermore, empirical findings assume that religiosity has entered a deeper appreciation aspect which has implications for the intimacy of social behavior in consumers' lives with banks. Therefore, Islamic banks must be able to respond by providing services in all aspects such as the integration of banking services with the types of community needs, so that Islamic banking services emerge as the main solution in all aspects of the life needs of the Muslim community.

Keywords: Intimacy; Trust; Satisfaction; Service quality; Religiosity; Loyalty (search for similar items in EconPapers)
JEL-codes: G21 M11 (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1057/s41264-022-00151-2

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