The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

Suryari Purnama · Andyani Sukmasari

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Islamic Finance and Banking Studies Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.

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2018How to Respond to the Fourth Industrial Revolution, or the Second Information Technology Revolution? Dynamic New Combinations between Technology, Market, and Society through Open Innovation 2018Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships 2018Engaging customers in value co-creation or co-destruction online 2018Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry 2018Enhancing loyalty: When improving consumer satisfaction and delight matters 2019Loyalty towards Islamic banking: service quality, emotional or religious driven?2017The role of religious norms, trust, importance of attributes and information sources in the relationship between religiosity and selection of the Islamic bank 2017The impact of customer service quality on customer satisfaction in Islamic banking

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