The Effect Of Service Quality, Bank Image, Customer Satisfaction, And Customer Attitude Mediation Role On The Loyalty Of Sharia Banking Customer In Islamic Perspective In Pekanbaru

International Journal of Economics and Management Studies

© 2019 by SSRG - IJEMS Journal

Volume 6 Issue 8

Year of Publication : 2019

Authors : Eva Sundari, Yuzwar Z. Basri, Tatik Mariyanti, Zulhelmy

10.14445/23939125/IJEMS-V6I8P106

How to Cite?

Eva Sundari, Yuzwar Z. Basri, Tatik Mariyanti, Zulhelmy, "The Effect Of Service Quality, Bank Image, Customer Satisfaction, And Customer Attitude Mediation Role On The Loyalty Of Sharia Banking Customer In Islamic Perspective In Pekanbaru," SSRG International Journal of Economics and Management Studies, vol. 6,  no. 8, pp. 39-51, 2019. Crossref, https://doi.org/10.14445/23939125/IJEMS-V6I8P106

Abstract:

In order to face competition, sharia banking needs to know their customers’ loyalty, so that it can encourage the growth and development of the 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 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 showsthat 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 affects the customers’ satisfaction, where attitude acts as intervening variable.

Keywords:

Service Quality, Bank Image, Customers’ Satisfaction, Customers’ Attitude and Customers’ Loyalty.

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