Article Sidebar

Download
PDF
Statistic
Read Counter : 3 Download : 3

Downloads

Download data is not yet available.

Main Article Content

Abstract

Purpose – This study examines the effects of service quality, service convenience, religious motivation, and customer satisfaction on word-of-mouth (WOM) behavior in Indonesian Islamic banking. It also investigates whether religious motivation moderates the relationship between customer satisfaction and WOM.
Methodology – A quantitative approach was employed using purposive sampling of Islamic bank customers who had maintained an active account for at least one year. Data were collected from 195 respondents and analyzed using WarpPLS 6.0 to assess the measurement and structural models and test the proposed hypotheses.
Findings – The results demonstrate that service quality and service convenience significantly enhance customer satisfaction. Furthermore, service quality, religious motivation, and customer satisfaction have significant positive effects on WOM behavior. However, service convenience does not directly influence WOM, and religious motivation does not moderate the relationship between customer satisfaction and WOM. These findings indicate that customer satisfaction is the primary driver of customers’ willingness to recommend Islamic banks, regardless of their level of religious motivation.
Implications – Islamic banks should prioritize improving service quality and sustaining customer satisfaction to encourage positive WOM and strengthen customer advocacy. Although religious motivation does not strengthen the satisfaction–WOM relationship, reinforcing Sharia values remains an important strategy for differentiating Islamic banks in an increasingly competitive market.
Originality – This study extends the Islamic banking literature by examining the moderating role of religious motivation in the customer satisfaction–WOM relationship, an area that has received limited empirical attention. Unlike previous studies emphasizing customer loyalty and behavioral intention, this study identifies WOM as a distinct and important behavioral outcome in the Islamic banking context.

Keywords

Islamic banking, service quality religious motivation Customer Satisfaction word-of-mouth (WOM) service convenience

Article Details

License

Copyright (c) 2026 La Diadhan Hukama, Any Setianingrum, Efendy Zain, Zainal Zawir Simon, Muh. Ghazali

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution ShareAlike License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).

How to Cite
Hukama, L. D., Setianingrum, A., Zain, E., Simon, Z. Z., & Ghazali, M. (2026). Exploring religious motivation as a moderator of word-of-mouth in Islamic banking. Asian Journal of Islamic Management (AJIM), 8(1), 98–118. https://doi.org/10.20885/AJIM.vol8.iss1.art6
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Abdou, A. H., Chan, M. P., Rehman, S. U., Albakhit, A. I. A., & Almakhayitah, M. Y. (2024). Islamic food laws: customer satisfaction effect halal purchase intention in China. Moderating role of religiosity. British Food Journal, 126(8), 3088–3112. https://doi.org/10.1108/BFJ-10-2023-0875
  2. Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
  3. Addae, J. A., Boakye, K. G., Ampong, G. O. A., Anyigba, H., Majeed, M., Abubakari, A., & Ofori, K. S. (2025). The interplay between multichannel integration quality, service convenience, service experience, multichannel perceived value and e-WoM. International Journal of Quality & Reliability Management, 11(4), 1110–1131. https://doi.org/10.1108/IJQRM-08-2023-0264
  4. Ahmed, M. A., Zulfiqar, R., Haq, M. A. ul, Kausar, N., & Khalid, S. (2020). Customer purchase intentions toward Islamic banking products in Pakistan: A study of religiosity-based. Asian Economic and Financial Review, 10(10), 1187–1202. https://doi.org/10.18488/journal.aefr.2020.1010.1187.1202
  5. Ahmed, S., Mohiuddin, M., Rahman, M., Tarique, K. M., & Azim, M. (2022). The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality. Journal of Islamic Marketing, 13(9), 1829–1842. https://doi.org/10.1108/JIMA-11-2020-0346
  6. Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
  7. Albaity, M., & Rahman, M. (2021). Customer loyalty towards Islamic banks: The mediating role of trust and attitude. Sustainability (Switzerland), 13(19), 1–19. https://doi.org/10.3390/su131910758
  8. Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627
  9. Amini, N. H., Muflih, M., & Marwansyah. (2020). The effect of religiosity and financial considerations on behavioral intention toward Islamic banking industry: The mediating role of attitude. 198(Issat), 552–559. https://doi.org/10.2991/aer.k.201221.091
  10. Ananda, S., Kumar, R. P., & Singh, D. (2023). A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector. Journal of Financial Services Marketing, 28(3), 570–584. https://doi.org/10.1057/s41264-022-00160-1
  11. Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5–17. https://doi.org/10.1177/109467059800100102
  12. Anouze, A. L. M., Alamro, A. S., & Awwad, A. S. (2019). Customer satisfaction and its measurement in Islamic banking sector: a revisit and update. Journal of Islamic Marketing, 10(2), 565–588. https://doi.org/10.1108/JIMA-07-2017-0080
  13. Appiah, T., & Agblewornu, V. V. (2025). The interplay of perceived benefit, perceived risk, and trust in Fintech adoption: Insights from Sub-Saharan Africa. Heliyon, *11*(2), e41992. https://doi.org/10.1016/j.heliyon.2025.e41992
  14. Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
  15. Bansal, H. S., & Voyer, P. A. (2000). Word-of-mouth processes within a services purchase decision context. Journal of Service Research, 3(2), 166–177. https://doi.org/10.1177/109467050032005
  16. Benoit, S., Klose, S., & Ettinger, A. (2017). Linking service convenience to satisfaction: dimensions and key moderators. Journal of Services Marketing, 31(6), 527–538. https://doi.org/10.1108/JSM-10-2016-0353
  17. Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of Marketing, 66(3), 1–17. https://doi.org/10.1509/jmkg.66.3.1.18505
  18. Brown, J. J., & Reingen, P. H. (1987). Social ties and word-of-mouth referral behavior. Journal of Consumer Research, 14(December), 350–362.
  19. Brown, T. J., Barry, T. E., Dacin, P. A., & Gunst, R. F. (2005). Spreading the word: Investigating antecedents of consumers’ positive word-of-mouth intentions and behaviors in a retailing context. Journal of the Academy of Marketing Science, 33(2), 123–138. https://doi.org/10.1177/0092070304268417
  20. Butt, I., Ahmad, N., Naveed, A., & Ahmed, Z. (2018). Determinants of low adoption of Islamic banking in Pakistan. Journal of Islamic Marketing, 9(3), 655–672. https://doi.org/10.1108/JIMA-01-2017-0002
  21. Carvache-Franco, M., Loaiza-Torres, J., Carvache-Franco, O., Fernandez-Cruz, J. E., & Carvache-Franco, W. (2024). The patronage of religious tourism seen from its motivations that predict satisfaction and loyalty: The Virgin of Chaguaya in Bolivia. PLoS ONE, 19(8), 1–17. https://doi.org/10.1371/journal.pone.0307664
  22. Choudhury, D., & Bhattacharjee, D. (2018). Satisfaction an antecedent of word-of-mouth among electronic banking users: A study on salaried employees. Jindal Journal of Business Research, 7(2), 1–20. https://doi.org/10.1177/2278682118785800
  23. Colwell, S. R., Aung, M., Kanetkar, V., & Holden, A. L. (2008). Toward a measure of service convenience: Multiple-item scale development and empirical test. Journal of Services Marketing, 22(2), 160–169. https://doi.org/10.1108/08876040810862895
  24. Danyal, A., Zain, F., Fida, I., Abbas, M. Z., & Ali, M. R. (2024). Does service quality impact word of mouth, customer loyalty and customer retention through consumer engagement: Evidence from Pakistan. Pakistan Journal of Law, Analysis and Wisdom, 3(7), 84–101. https://pjlaw.com.pk/index.php/Journal/article/view/v3i7-84-101
  25. Darmawan, B. A. (2018). The loyalty of Muslim customers on the Indonesian Islamic banks: the role of corporate image, satisfaction, and trust. Jurnal Siasat Bisnis, 22(2), 132–143. https://doi.org/10.20885/jsb.vol22.iss2.art2
  26. Dusuki, A. W., & Abdullah, N. I. (2007). Why do Malaysian customers patronise Islamic banks? International Journal of Bank Marketing, 25(3), 142–160. https://doi.org/10.1108/02652320710739850
  27. Eklof, J., Podkorytova, O., & Malova, A. (2020). Linking customer satisfaction with financial performance: an empirical study of Scandinavian banks. Total Quality Management and Business Excellence, 31(15–16), 1684–1702. https://doi.org/10.1080/14783363.2018.1504621
  28. Elahinia, N., & Karami, M. (2019). The influence of service quality on Iranian students satisfaction, loyalty and WOM: A case study of North Cyprus. Journal of Management, Marketing and Logistics (JMML), 6(1), 21–34. https://doi.org/10.17261/pressacademia.2019.1031
  29. Ezeh, P. C., Okeke, T. C., & Nkamnebe, A. D. (2022). Moderating role of religion in the relationship between SERVQUAL dimensions and hotel guest satisfaction. Journal of Islamic Marketing, 13(12), 2542–2562. https://doi.org/10.1108/JIMA-09-2020-0271
  30. Fairul, F. F., & Sari, L. P. (2026). The influence of Sharia compliance, service quality, and promotion on e-loyalty of Bank Jago Syariah customers. The 3rd Jakarta Economic Sustainability International Conference, KnE Social Sciences, 241–256. https://doi.org/10.18502/kss.v9i20.16516
  31. Faiz, M. W., & Firmansyah, F. (2024). The moderating effect of religiosity on intention to use product financing. Asian Journal of Islamic Management, 6(1), 50–62. https://doi.org/10.20885/AJIM.vol6.iss1.art5
  32. Farquhar, J. D., & Rowley, J. (2009). Convenience: A services perspective. Marketing Theory, *9*(4), 425–438. https://doi.org/10.1177/1470593109346894
  33. Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269–289. https://doi.org/10.1108/JIMA-04-2017-0048
  34. Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in Islamic banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517
  35. Hafasnuddin, & Majid, M. S. A. (2022). What drives Islamic banking customers’ satisfaction and loyalty: financial or spiritual benefits? Journal of Sustainable Finance & Investment, 1–27. https://doi.org/10.1080/20430795.2022.2105789
  36. Hair, J. F., Black, Jr, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis. Pearson New International Edition.
  37. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). SAGE Publications, Inc.
  38. Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 28–52. https://doi.org/10.1002/dir.10073
  39. Herr, P. M., Kardes, F. R., & Kim, J. (1991). Effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. Journal of Consumer Research, 17(March), 454–463. https://doi.org/10.1086/208570
  40. Hershafira, A. Z., Nurasyiah, A., Adawiyah, R. A. Al, Aulia, R., & Ismail, S. (2025). Islamic service quality and customer satisfaction on Islamic microfinance in Bank Syariah Indonesia. Global Conference on Business, Management and Entrepreneurship (GCBME 2024), Advances in Economics, Business and Management Research, GCBME 2024. https://doi.org/10.2991/978-94-6463-817-2
  41. Hukama, L. D. (2023). Peran mediasi customer satisfaction pada pengaruh service convenience dan religious motive terhadap word of mouth nasabah Bank Syari’ah. Jurnal Ilmiah Ekonomi Islam, 9(3), 4353–4363. https://doi.org/10.29040/jiei.v9i3.10897
  42. Huma, S., Ahmed, W., Ikram, M., & Najmi, A. (2025). Influence of mobile application service quality and convenience on young customer retention. Spanish Journal of Marketing, 29(4), 402–424. https://doi.org/10.1108/SJME-11-2023-0310
  43. Iyer, P., Yazdanparast, A., & Strutton, D. (2017). Examining the effectiveness of WOM/eWOM communications across age-based cohorts: implications for political marketers. Journal of Consumer Marketing, 34(7), 646–663. https://doi.org/10.1108/JCM-11-2015-1605
  44. Karlina, D., & Haryanti, D. S. (2021). Faktor-faktor yang mempengaruhi word of mouth pada nasabah bank. Media Bisnis, 13(1), 21–30. https://doi.org/10.34208/mb.v13i1.950
  45. Khan, N., Patras, W., & Saeed, A. (2023). Impact of service quality, customer engagement & customer satisfaction on customer loyalty with the moderating role of religiosity. Journal of Social Research Development, 4(01), 100–107. https://doi.org/10.53664/jsrd/04-01-2023-08-100-107
  46. Khazaei, A., Manjiri, H., Samiey, E., & Najafi, H. (2014). The effect of service convenience on customer satisfaction and behavioral responses in bank industry. International Journal of Basic Sciences & Applied Research, 3(1), 16–23. https://www.researchgate.net/publication/285829207_The_Effect_of_Service_Convenience_on_Customer_Satisfaction_and_Behavioral_Responses_in_Bank_Industry
  47. Kock, N. (2021). WarpPLS user manual: Version 7.0. ScriptWarp Systems.
  48. Koeswandana, N. A., & Yulfiatmi, M. Y. (2025). Do cyberattacks and religiosity impact customers’ loyalty? Study on Bank Syariah Indonesia. Jurnal Ekonomi & Keuangan Islam, 11(22023), 179–195. https://doi.org/10.20885/JEKI.vol11.iss2.art2
  49. Kotler, P., & Armstrong, G. (2017). Principles of marketing (17th ed.). Pearson.
  50. Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. https://doi.org/10.1016/j.tourman.2007.05.011
  51. Luthfiyah, A., & Wulandari, N. (2024). Investigating factors affect perceived value and e-word of mouth (e-WOM) in choosing Islamic digital banks. Paradigma: Journal of Science, Religion and Culture Studies, 21(2), 290–307. https://doi.org/10.33558/paradigma.v21i2.7971
  52. Mahadin, B. K., & Akroush, M. N. (2019). A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan. International Journal of Emerging Markets, 14(4), 639–667. https://doi.org/10.1108/IJOEM-10-2017-0414
  53. Majeed, M. T., & Zainab, A. (2017). How Islamic is Islamic banking in Pakistan? International Journal of Islamic and Middle Eastern Finance and Management, 10(4), 470–483. https://doi.org/10.1108/IMEFM-03-2017-0083
  54. Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015
  55. Melastri, K., & Giantari, I. G. A. K. (2019). Effect of service quality, company image, and customer satisfaction in word of mouth. International Research Journal of Management, IT & Social Sciences, 6(4), 127–134. https://doi.org/10.21744/irjmis.v6n4.666
  56. Memon, Y. J., Azhar, S. M., Haque, R., & Bhutto, N. A. (2020). Religiosity as a moderator between theory of planned behavior and halal purchase intention. Journal of Islamic Marketing, 11(6), 1821–1836. https://doi.org/10.1108/JIMA-01-2019-0006
  57. Metawa, S. A., & Almossawi, M. (1988). Banking behavior of Islamic bank customers: perspectives and implications. International Journal of Bank Marketing, 16(7), 299–313. https://doi.org/10.1108/02652329810246028
  58. Mochlasin, M., Nadia Hasbullah, N., Muthohar, A. M., & Anwar, S. (2023). Customer switching behavior among Indonesian Muslims: Evidence from the merger of Indonesia’s State-owned Islamic banks. Cogent Business and Management, 10(3), 1–9. https://doi.org/10.1080/23311975.2023.2287781
  59. Moosa, R., & Kashiramka, S. (2023). Objectives of Islamic banking, customer satisfaction and customer loyalty: empirical evidence from South Africa. Journal of Islamic Marketing, 14(9), 2188–2206. https://doi.org/10.1108/JIMA-01-2022-0007
  60. Mostafa, R. H. A., & Ibrahim, M. M. (2020). The effects of customer equity and religious motivation on customer retention and switching intention (A study of the Egyptian banking sector). Journal of Islamic Marketing, 11(6), 1873–1891. https://doi.org/10.1108/JIMA-06-2019-0136
  61. Muslichah, M., Abdullah, R., & Abdul Razak, L. (2020). The effect of halal foods awareness on purchase decision with religiosity as a moderating variable: A study among university students in Brunei Darussalam. Journal of Islamic Marketing, 11(5), 1091–1104. https://doi.org/10.1108/JIMA-09-2017-0102
  62. Nasiruddin, I., & Rahayu, Y. S. (2024). Word of mouth to mediate consumer knowledge and religiosity towards the decision to settle as Sharia Bank clientele. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 6(8), 5361–5374. https://doi.org/10.47467/alkharaj.v6i8.2363
  63. Nurillah, S. L., Aini, Z. N., Timur, Y. P., & Widiastuti, T. (2022). Online review and rating on consumer purchase intention: The moderating role of religiosity. Jurnal Ekonomi Dan Bisnis Airlangga, 32(2), 160–175. https://doi.org/10.20473/jeba.v32i22022.160-175
  64. Oktaviani, N., & Nisa, P. C. (2024). The effect of service quality, perceived value, and customer satisfaction on loyalty and word of mouth (WOM). International Journal of Economics, Management and Accounting, 1(9), 757–770. https://doi.org/10.47353/ijema.v1i9.107
  65. Oliver, R. L. (2015). Satisfaction: A behavioural perspective on the consumer (2nd ed.). Routledge.
  66. Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53(2), 21. https://doi.org/10.2307/1251411
  67. Pihlaja, J., Saarijarvi, H., Spence, M. T., & Yrjola, M. (2017). From electronic WOM to social eWOM: Bridging the trust deficit. Journal of Marketing Theory and Practice, 25(4), 340–356. https://doi.org/10.1080/10696679.2017.1345593
  68. Qi, X., & Kuik, S. (2022). Effect of word-of-mouth communication and consumers’ purchase decisions for remanufactured products: An exploratory study. Sustainability, 14. https://doi.org/10.3390/su14105963
  69. Rahayu, S., Tullah, D. S., Suginam, & Nur, S. (2025). Digitalization, AI, and service quality in Islamic banks: Customer satisfaction and knowledge as parallel mediators of customer-perceived financial performance. Jurnal Ilmiah Akuntansi Kesatuan, 13(3), 611–628. https://doi.org/10.37641/jiakes.v13i3.3762
  70. Rahman, M. K., Hoque, M. N., Yusuf, S. N. S., Bin Yusoff, M. N. H., & Begum, F. (2023). Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh. PLoS ONE, 18(1), 1–18. https://doi.org/10.1371/journal.pone.0280108
  71. Rahman, M. K., Rana, M. S., Ismail, M. N., Muhammad, M. Z., Hoque, M. N., & Jalil, M. A. (2022). Does the perception of halal tourism destination matter for non-Muslim tourists’ WOM? The moderating role of religious faith. International Journal of Tourism Cities, 8(2), 478–496. https://doi.org/10.1108/IJTC-12-2019-0207
  72. Rahmana, M. A. I., Nurcahyo, S. A., & Pranaditya, A. (2026). Market orientation and Sharia product knowledge on business performance: Innovation capability as an intervening variable in Sharia banking industry. AL-ARBAH: Journal of Islamic Finance and Banking, 8(1), 25–60. https://doi.org/10.21580/al-arbah.2026.8.1.28643
  73. Rani, N., & Souiden, M. (2015). Consumer attitudes and purchase intentions toward Islamic banks: the influence of religiosity. International Journal of Bank Marketing, 33(2), 143–161. https://doi.org/10.1108/IJBM-10-2013-0115
  74. Rezeki, M. R., Majid, M. S. A., & Kassim, S. H. (2023). The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator? Jurnal Ekonomi & Keuangan Islam, 9(2), 228–245. https://doi.org/10.20885/JEKI.vol9.iss2.art6
  75. Rofiah, A., & Miranti, T. (2024). The influence of customer loyalty through customer satisfaction with Islamic religiosity as a moderating variable. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 6(5), 4862–4880. https://doi.org/10.47467/alkharaj.v6i5.1990
  76. Rossmann, A., Ranjan, K. R., & Sugathan, P. (2016). Drivers of user engagement in eWoM communication. Journal of Services Marketing, 30(5), 541–553. https://doi.org/10.1108/JSM-01-2015-0013
  77. Saqib, L., Farooq, M. A., & Zafar, A. M. (2016). Customer perception regarding Sharī‘ah compliance of Islamic banking sector of Pakistan. Journal of Islamic Accounting and Business Research, 7(4), 282–303. https://doi.org/10.1108/JIABR-08-2013-0031
  78. Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of Interactive Marketing, 21(4), 76–94. https://doi.org/10.1002/dir
  79. Shi, W., Tang, L., Zhang, X., Gao, Y., & Zhu, Y. (2016). How does word of mouth affect customer satisfaction? Journal of Business & Industrial Marketing, 31(3), 393–403. https://doi.org/10.1108/JBIM-07-2014-0139
  80. Shome, A., Jabeen, F., & Rajaguru, R. (2018). What drives consumer choice of Islamic banking services in the United Arab Emirates? International Journal of Islamic and Middle Eastern Finance and Management, 11(1), 79–95. https://doi.org/10.1108/IMEFM-03-2017-0066
  81. Silverman, G. (2001). The secrets of word-of-mouth marketing: How to trigger exponential sales through runaway word of mouth. AMACOM.
  82. Srivastava, D., & Sharma, R. W. (2017). Developing a model for studying the antecedents and effects of word of mouth (WoM) and e-WoM marketing based on literature review. Jindal Journal of Business Research, 6(1), 25–43. https://doi.org/10.1177/2278682117700307
  83. Su, Y. L., Lin, T. M. Y., & Chang, S. T. (2015). Exploring the impact factor of positive word-of-mouth influences satisfied customers. Total Quality Management and Business Excellence, 26(3–4), 430–444. https://doi.org/10.1080/14783363.2013.839168
  84. Sudana, S., & Marlina, L. (2024). Customer decision to save in Sharia banks following a ransomware attack: An analysis of the role of word of mouth, trust, perception of cybersecurity, and perception of Sharia label. Bisnis & Birokrasi: Jurnal Ilmu Administrasi Dan Organisasi, 31(1). https://doi.org/10.20476/jbb.v31i1.1497
  85. Suhartanto, D., Gan, C., Sarah, I. S., & Setiawan, S. (2020). Loyalty towards Islamic banking: service quality, emotional or religious driven? Journal of Islamic Marketing, 11(1), 66–80. https://doi.org/10.1108/JIMA-01-2018-0007
  86. Sumardi, W. H. H., Musa, S. F. P. D., & Idris, P. S. R. P. H. (2025). Is social media or word-of-mouth more effective in halal-based mobile application usage? Journal of Islamic Marketing, 16(6), 667–1688. https://doi.org/10.1108/JIMA-06-2023-0193
  87. Sun, S., & Pan, Y. (2023). Effects of service quality and service convenience on customer satisfaction and loyalty in self-service fitness centers: Differences between staffed and unstaffed services. Sustainability (Switzerland), 15(19). https://doi.org/10.3390/su151914099
  88. Sunaryo, Wahyoedi, S., Sudiro, A., & Sudjatno. (2020). The effect of religiosity on the improvement of customer loyalty towards Islamic banks. International Journal of Economics and Business Administration, 8(4), 132–151. https://doi.org/10.35808/ijeba/575
  89. Swimberghe, K., Sharma, D., & Flurry, L. (2006). An exploratory investigation of the consumer religious commitment and its influence on store loyalty and consumer complaint intentions. Journal of Consumer Marketing, 26(5), 340–347. https://doi.org/10.1108/07363760910976592
  90. Taghizadeh, H., Taghipourian, M., & Khazaei, A. (2013). The effect of customer satisfaction on word of mouth communication. Research Journal of Applied Sciences, Engineering and Technology, 5(8), 2569–2575. https://doi.org/10.19026/rjaset.5.4698
  91. Tegambwage, A. G., & Kasoga, P. S. (2023). Determinants of customer loyalty in Islamic banking: the role of religiosity. Journal of Islamic Marketing, 14(12), 3150–3167. https://doi.org/10.1108/JIMA-12-2021-0396
  92. Tyler, K., & Stanley, E. (2007). The role of trust in financial services business relationships. The Journal of Services Marketing, 21(5), 334–344. https://doi.org/10.1108/08876040710773642
  93. Ullah, H. (2022). Determinants of customer loyalty towards Islamic Banks: evidence from Bangladesh. Journal of Pharmaceutical Negative Results, 13(4), 1557–1563. https://doi.org/10.47750/pnr.2022.13.04.219
  94. Usman, H., Tjiptoherijanto, P., Balqiah, T. E., & Agung, I. G. N. (2017). The role of religious norms, trust, importance of attributes and information sources in the relationship between religiosity and selection of the Islamic bank. Journal of Islamic Marketing, 8(2), 158–186. https://doi.org/10.1108/JIMA-01-2015-0004
  95. Widayati, C. C., Wiyanto, H., & Wahyuniati. (2022). The effect of service convenience on customer satisfaction, repurchase intention, and word of mouth at Esthetic Rosereve. Proceedings of the International Colloquium on Business and Economics (ICBE 2022), 1, 55–67. https://doi.org/10.2991/978-94-6463-066-4_7
  96. Wirtz, J., & Lovelock, C. (2016). Services marketing: People, technology, strategy (8th ed.). World Scientific Publishing.
  97. Wooldridge, J. M. (2020). Introductory econometrics: A modern approach (7th ed.). Cengage Learning, Inc.
  98. Yasin, M., Porcu, L., & Liébana-Cabanillas, F. (2020). Looking into the Islamic banking sector in Palestine: do religious values influence active social media engagement behavior? Journal of Islamic Marketing, 12(9), 1801–1819. https://doi.org/10.1108/JIMA-10-2019-0201
  99. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.