The loyalty of Muslim customers on the Indonesian Islamic banks: the role of corporate image, satisfaction, and trust

Baziedy Aditya Darmawan

Abstract

This study aims to investigate the factors that affect the loyalty of Muslim customers in Indonesian Islamic banking industry. Based on the literature review, this study uses customer satisfaction, corporate image, and customer trust as variables that are expected in affecting the loyalty of Muslim customers. Data collection was conducted through a survey that involved 274 Muslim customers. The model was tested using hierarchical regression. The results show that customer’s satisfaction and customer’s trust have an important role to build Muslim customers loyalty in Indonesia Islamic banking industry. Furthermore, the results show that customer’s trust function as a mediator role (partially) for the relationship of customer satisfaction and customer loyalty.

Keywords

loyalty; Muslim customer; Islamic banking; Indonesia

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Copyright (c) 2018 Baziedy Aditya Darmawan

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

JURNAL SIASAT BISNIS (JSB)
ISSN 0853-7666 (print), 2528-7001 (online)

Contact:
Management Development Centre (MDC)
Faculty of Economics, Universitas Islam Indonesia
Condongcatur, Depok, Sleman, Yogyakarta
Telp. (0274) 881546, Fax. (0274) 882589
Editorial E-mail: editor.jsb@uii.ac.id

 

Creative Commons License

Jurnal Siasat Bisnis (JSB) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.