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All Journal Ilmiah Manajemen Bisnis Journal of Consumer Science Jurnal Pendidikan Biologi Indonesia SMATIKA JADECS (Journal of Art, Design, Art Education and Culture Studies) Jurnal EMT KITA Journal of Consumer Sciences Jurnal Sains Dan Teknologi (SAINTEKBU) UICELL Conference Proceeding Journal of Advanced English Studies Meteor STIP Marunda Ideas: Jurnal Pendidikan, Sosial dan Budaya ILKOMNIKA: Journal of Computer Science and Applied Informatics Seltics Journal: Scope of English Language Teaching, Literature and Linguistics Journal Klasikal: Journal of Education, Language Teaching and Science JISA (Jurnal Informatika dan Sains) Letters in Information Technology Education (LITE) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Sekretari & Administrasi (Serasi) Media Jurnal Informatika International Journal of English and Applied Linguistics (IJEAL) JoMMiT : Jurnal Multi Media dan IT Insearch: Information System Research Journal Journal of Informatics and Communication Technology (JICT) Jurnal Pendidikan dan Kebudayaan (JURDIKBUD) Asian Journal of Community Services (AJCS) Asian Journal of Applied Education International Journal of Multilingual Education and Applied Linguistics Journal of Informatics and Communication Technology (JICT) Jurnal Pendidikan dan Kebudayaan Jurnal Pendidikan dan Kebudayaan
Irma Rasita Gloria Barus
School Of Vocational Studies, IPB University, Bogor, West Java
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Public Health Social Sciences Transportation Other

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The Effects of Trust and Service Quality on Customer Loyalty of Islamic Banks Moderated By Religiosity (A Study of Islamic Bank Customers in Jakarta) Irma Rasita Gloria Barus; Hery Winoto Tj; Soegeng Wahyoedi
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 4, No 3 (2021): Budapest International Research and Critics Institute August
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v4i3.2370

Abstract

The objective of this study was to analyze the impact of trust and service quality on customer loyalty of Islamic Banks in which religiosity plays a role as moderator. This study identified how trust and service quality of Islamic banks in terms of their conformity with Sharia principles and their safe handling of deposits affect costumer loyalty towards them. The data for the study were collected through questionnaires from 120 individuals participated in the survey using accidental sampling method. The data were analyzed through structural equation modelling – partial least square (SEM-PLS) with WarpPLS 7.0 version of software. The results showed that trust had a positive impact on loyalty of Islamic banks customers. Moreover, it was confirmed that service quality had a positive relationship with customer loyalty of Islamic banks. However, the results could not identify any significant moderating role of religiosity on the relationship between trust on loyalty and service quality on loyalty.
Co-Authors Abikusno, Rhino Adzani, Rivanka Marsha Afifah, Najla Putri Amata Fami Anatasya Wenita Putri Anggraeni, Aulia Anka Luffi Ramdani Ardhani, Muhammad Naufal Aulia Anggraeni Bambang Siswanto Beda, Glorian Hilarius Kiantin Bintang, Denty Nirwana Bontisesari Bontisesari Wahyoedi Clara Kalyana Ayusya Dimas Akbar Tama Dwi Setyo Riani Dwiningsih Sulistiarti Fami, Amata Fauzi Adi Saputra Hakim, Ghaeril Juniawan Parel Hardika, Bagus Hasna Nabiilah Widiani Hery Winoto TJ Ira Resmayasari Jonathan Cristiano Rabika Josephine Elvira Kania Sofiantina Rahayu Kinaya Khairunnisa Komariansyah Luthfi Dika Chandra Marithasari, Harries Maulidya, Icha Mia Putri Yeza Mindara, Gema Parasti Muchlas Suseno Muhammad Al Amin Muhammad Farhan Fahrezy Muhammad Galuh Gumelar Muhammad Ilham Nurfajri Muhammad Yordi Septian Muttaqin, Ilham Arief Muzaqi, Anggito Rangkuti Bagas Najla Amelia Putri Nangin, Meryl Astin Nidia Sulistyowati Ninuk Lustyantie Occy Bonanza Prastowiyono, Daffarizqy Pratama, Reza Putri, Anatasya Wenita Putri, Najla Amelia Rabika, Jonathan Cristiano Raisa Amanda Putri Ramdhana, Muhammad Fathi Rasendriya, Achmad Syahmi Rayhan Ananda Hafiz Pradipta Ronald Simanjuntak Rosna Yuherlina Siahaan Salma, Cynthia Octavania Putri Samsi Setiadi Saputra, Fikri Simanjuntak, Marudut Bernadtua Soegeng Wahyoedi Sulistiarti, Dwiningsih Syalwa Bella Sopian Tatie Soedewo Thahir, Raisa Mutia Toko, Gigih Prastyan Valencia, Cindy Wahyoedi, Bontisesari Widodo, Gatot Zahra, Afnan