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All Journal IJIBE (International Journal of Islamic Business Ethics) Ekombis: Jurnal Fakultas Ekonomi ASIAN JOURNAL OF ISLAMIC MANAGEMENT (AJIM) AKMENIKA Jurnal Pengabdian Masyarakat J-LEE - Journal of Law, English, and Economics Abdi Makarti Jurnal Visi Manajemen (JVM) Jurnal Pelayanan dan Pengabdian Masyarakat Indonesia Jurnal Riset Ekonomi dan Bisnis Mahasiswa : Brainy Postgraduate Management Journal UBMJ (UPY Business and Management Journal) SEMINAR NASIONAL PENELITIAN DAN PENGABDIAN KEPADA MASYARAKAT Majalah Ilmiah METHODA Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi FINANCE : International Journal Of Management Finance Journal of Islamic Economics and Business Ethics (JIESBI) Sharef: Journal of Sharia Economics and Finance
Slamet Slamet
Master of Science in Management Program, Faculty of Economics and Business, Universitas Gadjah Mada
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Service quality, financial-spiritual benefits, and dual-pathway loyalty: Evidence from Indonesia’s largest Islamic bank Farhan, Fikri; Wulandari, Azhari Putri; Zalzalah, Guruh Ghifar; Slamet, Slamet; Gustina, Adin
Asian Journal of Islamic Management (AJIM) VOLUME 7 ISSUE 2, 2025
Publisher : Faculty of Business & Economics, Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/AJIM.vol7.iss2.art8

Abstract

Purpose – This study examines how service quality and financial and spiritual benefits influence customer satisfaction and loyalty in Indonesian Islamic banking, with satisfaction acting as a mediating variable.Methodology – Data were collected from 300 customers of Bank Syariah Indonesia (BSI) in Java using a structured questionnaire. The relationships among variables were analyzed using partial least squares structural equation modeling (PLS-SEM).Findings – The results show that service quality, financial benefits, and spiritual benefits significantly enhance customer satisfaction. Service quality and financial benefits have direct effects on loyalty, whereas spiritual benefits primarily influence loyalty indirectly through satisfaction. Mediation tests revealed that satisfaction serves as both a complementary and an indirect mediator, depending on its antecedents.Implications – The findings highlight the importance of integrating functional and spiritual value propositions into loyalty-building strategies for Islamic banks. Enhancing service quality, offering competitive financial advantages, and ensuring consistent adherence to Islamic principles are essential to strengthening long-term customer relationships.Originality – This study extends the service quality–satisfaction–loyalty framework by incorporating financial and spiritual benefit dimensions, offering new empirical evidence on how Islamic values complement conventional satisfaction models within the emerging Islamic banking context of Indonesia.
Co-Authors AA Sudharmawan, AA Alfiyani Alfizi, Alfizi Alif Muhammad Wiken Alamsyah Putra Andriya Oktanita April Kurniawan Arif Setia Sandi A. Ashari, Teguh Bala Putra Dewa Bernica Febriyana Putri Debby Amarga Buana Pratama dedi kurniawan Faizal Rizky Yuttama Farhan, Fikri Febiani, Tyas Grace Maria Fitricia Gustina, Adin Ira Amalia Fadillah Kartika Dwi Chandra Sari Kartika Dwi Chandra Sari Mangku Negara, Iis Setiawan Maya Ruhtiani Purwono, Purwono Puspita Lianti Putri Puspita Lianti Putri Putri, Puspita Lianti Sony Kartika Wibisono Susanti, Widya Komala Tamarima, Vena Triwibowo, Deny Nugroho Utami, Cahyaning Budi Wulandari, Azhari Putri Yuris Tri Naili Zalzalah, Guruh Ghifar