The Influence of Islamic Service Quality, Emotional Attachment, and Religiosity on Satisfaction for Loyalty in the Context of Sharia Banking

Abstract

This study aims to determine the influence of Islamic service quality, emotional attachment, and religiosity on customer satisfaction and loyalty in Sharia banking. The authors conducted a quantitative explanatory study to test the research hypotheses. Respondents are customers of state- owned Sharia bank in Indonesia. Data collection uses Google Forms, and sample selection uses purposive sampling involving 176 respondents. The AMOS SEM data analysis reveals that Islamic service quality, emotional attachment and religiosity affect customer satisfaction and loyalty. Customer satisfaction also affects customer loyalty. The mediating analysis also showed the mediating effect of customer satisfaction on the relationship of Islamic service quality to customer loyalty, emotional attachment on customer loyalty, and religiosity on customer loyalty. Our findings showed that Islamic service quality is essential to maintaining customer satisfaction and loyalty, despite Sharia banks engaging in a strong emotional attachment with the customer and identifying the right segment with good religiosity.

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