The Effect of Service Quality, Bank Image, Customer Satisfaction, and Custumer Attitude Mediation Role on The Loyalty of Sharia Banking Customer in Islamic Perspective in Pekanbaru

Sundari, Eva and Basri, Yuzwar Z. and Mariyanti, Tatik and Zulhelmy, Zulhelmy (2019) The Effect of Service Quality, Bank Image, Customer Satisfaction, and Custumer Attitude Mediation Role on The Loyalty of Sharia Banking Customer in Islamic Perspective in Pekanbaru. IJEMS: International Journal of Economics and Management Studies, 6 (8). pp. 39-51. ISSN 2393 - 9126

Text 17. The Effect of Service Quality, Bank Image, Customer Satisfaction,.pdf - Published Version Download (689kB)

Abstract

In order to face competition, sharia banking needs to know their customers’ loyalty, so that it can encourage the growth and development of sharia banking. This research aims to analyze the effect of the service quality, bank image, and customers’ satisfaction, mediated by the customers’ attitude on the loyalty of the sharia banking customers in the Islamic perspective in Pekanbaru. This research used purposive sampling and snowball sampling techniques with 172 respondents from 5 (five) sharia bankings in Pekanbaru. The data analysis method used is AMOS (Analysis of Moment Structure) application, while the technique used is SEM (Structural Equation Model). The finding of this research shows that the service quality significantly affects the bank image, the bank image significantly affects the customers’ attitude, the customers’ attitude significantly affects the customers’ satisfaction, the customers’ satisfaction significantly affects the customers’ loyalty the bank image significantly affects the loyalty, and the service quality does not significantly affect the customers’ satisfaction, where attitude acts as intervening variable.

Actions (login required)

View Item