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Journal : MALIA: Journal of Islamic Banking and Finance

The Impact of Electronic Customer Relationship Management and Quality Moderated by Sharia Compliance on Loyalty Rochmad, Rochmad; Yusuf, Ahmad Mukhlis; Mulyana, Rahmat
MALIA: Journal of Islamic Banking and Finance Vol 7, No 2 (2023): MALIA: Journal of Islamic Banking and Finance
Publisher : IAIN Kudus

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21043/malia.v7i2.23404

Abstract

In the rapidly digitizing landscape of Islamic banking, innovation is imperative for competitiveness and delivering top-tier services to customers. Electronic Customer Relationship Management (E-CRM) emerges as a key solution, streamlining interactions between banks and customers in the digital realm. This study delves into how E-CRM and Service Quality affect Customer Loyalty within Islamic banks, with a focus on Shariah Compliance as a moderating factor. The aim is to decipher how the Islamic banking sector can cultivate and enhance customer relationships in the digital age. Employing a quantitative approach, the research collects survey data from 212 Islamic bank customers through random sampling. Structural Equation Modeling (SEM), executed using IBM AMOS V.22 software, scrutinizes the collected data. Findings indicate a significant, positive contribution of E-CRM to Customer Loyalty. Interestingly, Service Quality doesn't wield a significant influence on Customer Loyalty, suggesting the presence of other influential factors in the Islamic banking arena. Notably, Shariah Compliance emerges as an important moderating element, bolstering the connection between Service Quality and Customer Loyalty, though it doesn't moderate the impact of E-CRM on Customer Loyalty.
Co-Authors Abdul Azis Abus, Achdial Farhan Achmad Fadhli Satriadi Achmad Firdaus Adjie, Askardiya R. Affifiana Prisyanti Afifah Nurul Izzati Afni Yoana Afrianda Gaza Ontoreza Afrit Wira Buana Ahmad Atqan Setyoso, Fandi Ahmad Mukhlis Yusuf Aisyah, Salsabill Nur Akbar Adriansyah Akhmad - Sultoni Amanda Yunia Zafarina Ananda Viamianni Andika, Dafa Andyas, Muhammad Anugerah Anni Erlina Batubara, Anni Erlina Annisa Mughniati Ari Fajar Santoso Arip Rahman Asti Amalia Nur Fajrillah Ayu Priyambodo Azzahra, Nilam Eria Cantika Dewi Fortuna Damas Agryan Permana Damayanti, Dida D. Delphine Yusticia Ratnasari Deri Pran Kurniawan Devita Wulandari Dewi, Yusnia Wilujeng Dwi Milenia Dian Suci Astuti Dicky Yudha Handika Dika, Dafa Dinda Bayu Rama Dinda Sekar Cendani Dini Salsabila di Kusumah Dumauli N B Simanjuntak Elviera Mahayati Haris Erliza Noor Estiningtyas, Elysia Fadhil Alreyhan Pahrevi Fakhrurroja, Hanif Farah Luthfia Fauzi, Rokhman Fernaldi Jonathan Fernaldi Jonathan Fiqha Felayati Fitriyana Dewi Fredella, Anisah Fritasya Dwiputri Suryoputro Ghina Khaerunnisa Gita Desca Purnama Hamdani, Muh Hasruddin Hendri Tanjung Hikam Haikal Radya Hans Ananza Inas Nisrina Inayatul Maghfiroh Iqbal Asrian Amin Iqbal Santosa Irfan Darmawan Irma Angraeini Irma Angraeini Irma Angraeini, Irma Jonathan, Fernaldi Judi Alhilman, Judi Karina Tarigan Khairiyah, Izzah Kresnaufal Nur Fadhillah Lubis, Rusdi Hamka Lukman Abdurrahman Luthfi Ramadani M. Agung Rizaldi M.Zahid Syafnel Maghfiroh, Inayatul Mahbubi Ali Mahendra, Juandra Prisma Maria Astuti Masruhen, Mohmed Firdaus bin Maulana, Tubagus N.A. Meirizky Anjani Purwati Ningsih Miyati, Hijul Mochamad Teguh Kurniawan Mochammad Teguh Kurniawan Monica Suryatama Deby Muharman Lubis Mukti, Iqbal Yulizar Murahartawaty Murahartawaty Nada Lutfi Rinanty Nasution, Shafira T. Naufal M. Fadilah Naufal Rahmadaffa Ariekananda Nazmi Robbiyani Nia Ambarsari Novi Andriani, Novi Nur Rozak Nurajrina, Hafilah Nurdinintya Athari Supratman Nurul Afifah Nurul Hilmiyah Pradika Adhea Gevani Laksana Pratama, Alfin Yoga Prayudi, Reynaldy Aditya Purnama, Gita Desca Putri, Nasywah Nabilah Putri, Rilia R. Wahjoe Witjaksono Rahayu, Indah Sari Rahmat Rizal Rakan, Raihan Ramadhani, Luthfi Ramdani, Rama Putra Rara Genta Munggarani Basri Ratih Cintya Lestari Ratih Cintya Lestari Ratih Cintya Lestari, Ratih Cintya Rd. Rohmat Saedudin Rizka Putri Wahyuni Rizki Fathoni Adianto Riznawati, Nisrina Rochmad - Ryan Adhitya Nugraha Safitri, Shintya Rahma Saiful Anwar Saputra, Muhammad Tamami Dwi Sari, Laras Ayu Ditya Sinandhi, Raihan Achmad Siti Fildzah Nadhilah Suhermawan Soni Fajar Surya Gumilang Sova, Mohamad Sofan Sudarso Kaderi Wiryono Sujadi, Salma Andini Surya, Ignatius Christ Tampubolon, Claery Jessica Tarbiyatuzzahrah, Bq. Dinda Taufik Nur Adi Tien Fabrianti Kusumasari Trias Andati Trias Zulfa Nurafifah Trigama, Ginna Tubagus Nur Ahmad Maulana Tuti Alawiyah Uli Artha Wafiyah, Afifah Hasna Widi Setia Cahyani Widia Juliani Widyatasya Agustika Nurtrisha Wildan Faudzan Maulana Haryono Yahyah, Zul Fauzi Yuli Adam Prasetyo Yuli Prasetyo Zafarina, Amanda Yunia Zulkarnain Muhammad Ali