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All Journal Sharia Economic and Management Business Journal (SEMBJ) Journal of Islamic Economic Laws
Dahruji
Universiti Sains Islam Malaysia
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences Other

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What Reduces Switching Behavior in Indonesian Islamic Banking? The Mediating Role of Customer Satisfaction Hildah Meliyana; Elfira Maya Adiba; Dahruji
Journal of Islamic Economic Laws Vol. 9 No. 01 (2026): January
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jisel.v9i01.13794

Abstract

Switching behavior is a marker of customer loyalty, particularly among Islamic bank customers. Therefore, a strategy is needed to reduce the rate of customer switching from an Islamic bank to other banks. This study aims to analyze the determinants of switching behavior in Indonesian Islamic banks, using customer satisfaction as a mediating variable. This study employed a quantitative approach using Structural Equation Modeling based on Partial Least Squares (SEM-PLS). This study successfully collected primary data from 265 customers of an Indonesian Islamic bank. The results of this study indicate that none of the antecedent variables directly influence switching behavior, but they do significantly influence customer satisfaction. Customer satisfaction effectively mediates switching behavior, indicating that more satisfied customers are less likely to switch banks. The findings of this study indicate that Islamic bank customers act rationally by evaluating all antecedent variables before switching to another bank. This research theoretically contributes to the literature regarding the importance of customer satisfaction in explaining customer behavior. In practice, this research emphasizes the need for appropriate strategies to provide a positive experience of transacting with Islamic banks, thereby satisfying customers and minimizing switching behavior. Therefore, banks must maintain and improve customer satisfaction through optimizing competitive profit-sharing schemes, service strategies, sharia compliance, and technological innovation to increase customer loyalty and reduce switching behavior. This strategy is expected to strengthen Islamic banks’ long-term competitiveness.
Adoption of Digital Micro Wakaf Bank by Ultra-Micro and Micro Businesses in Indonesia Dewi sartika Nasution; Intan Kusuma Pratiwi; Dahruji
Sharia Economic and Management Business Journal (SEMBJ) Vol. 7 No. 2 (2026): Sharia Economic and Management Business
Publisher : Yayasan Darussalam Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62159/sembj.v7i2.2237

Abstract

Background: Micro, small, and medium enterprises (MSMEs) are the backbone of the economy of Indonesia. Despite that fact, ultra-micro and micro entrepreneurs still face several constraints. Micro Waqf Bank (MWB) is one solution that utilizes Islamic social funds. This solution develops digital financial services to expand access to financing, efficiency of services, and business development. The limited study of ultra-micro and micro-entrepreneurs’ adoption of MWB’s digitalization makes this research important. Method: This research uses a mixed-methods approach, combining quantitative and qualitative methods. In this research, a sequential/stepwise mixed-methods strategy was used, with a sequential exploratory design. The analysis technique used in this research is a qualitative descriptive analysis technique, or what is usually called explanation making, namely, by using data analysis methods and describing the results of interview observations to find out in depth about the adoption of digital MWBs in the 5 MWBs. The quantitative method data analysis technique used by researchers uses the Partial Least Squares (PLS) method with SmartPLS software. Results: The research results show that there are several obstacles that prevent the use of the MWB mobile from being used comprehensively. However, the intention of ultramicro and micro business actors who are BMW customers to use and adopt the BMW application or other digital BMWs as a means of payment transactions and personal and business development for business actors is quite good. Conclusion: This study shows that the use of mobile MWB has not yet reached its full potential due to various challenges in its implementation and adoption. However, ultra-micro and micro business owners as MWB customers demonstrate a strong interest in using MWB’s digital services for transactions, business development, and capacity building. These findings highlight the importance of enhancing usability, aligning with the needs of MSMEs, and ensuring transaction security to increase the adoption of MWB’s digital services.
Co-Authors Dewi Sartika Nasution Elfira Maya Adiba Hildah Meliyana Intan Kusuma Pratiwi