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Nurudin Nurudin
Universitas Muhammadiyah Malang
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Journal : Jurnal Ilmiah Manajemen Kesatuan

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E-Service Quality, Islamic Service, and Branding in Building Customer Loyalty of Islamic Banks Nurudin; Muyassarah; Rahma, Zuliana; Fitri, Maltuf
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 4 (2025): JIMKES Edisi Juli 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i4.3472

Abstract

Customer satisfaction and loyalty are essential for the success of Islamic banks in Indonesia, particularly as customer expectations grow and competition intensifies. While previous research has explored the impact of service quality and brand experience on loyalty, the results have been inconsistent. This study examines the influence of e-service quality, Islamic service quality, and Islamic branding experience on customer satisfaction and loyalty, while also analyzing the mediating role of satisfaction. Using a quantitative explanatory approach, data were collected from 200 purposively selected Islamic bank customers who had actively used e-banking services for at least six months. The data were gathered through structured questionnaires and analyzed using Structural Equation Modeling (SEM) with AMOS software. The findings show that all three independent variables significantly and positively affect customer satisfaction. Moreover, customer satisfaction acts as a significant mediator between these variables and customer loyalty. Among the predictors, Islamic branding experience plays a key role by fostering emotional bonds through values such as honesty, transparency, and trust. This study contributes to the Islamic marketing literature by emphasizing the importance of integrating Islamic values into service and branding strategies to enhance satisfaction and cultivate long-term customer loyalty.
Co-Authors Abdullah Abdullah Adelia Septiani Restanti Tania Afandi, Yosi Ahmad Munji Alfarisy, Muhammad Salman Alfi Tranggono Agus Salim Amalia Rizky Indah Permadani Arsy, Azzukhrufina Nadia Asyifa, Laily Nur Azizah Azzukhrufina Nadia Arsy Baharudin Baharudin Barory, Chulil Devi Anggraini Oktavika Faisal Amarsah Faris Shalahuddin Zakiy, Faris Shalahuddin fataron, zuhdan ady Fatkhiyah, Fibaroina Nida Firda Dwi Aprilyawati Frida Kusumastuti Halawa, Richardo Riswan Hartono, Setyo Budi Ibrahim Ibrahim Izra, Nadya Syafira Nurul Jaya, Rubi Surya Johari, Harry Irawan Joni Safaat Adiansyah Khairunnisa, Deviardi Panca Lisnawati, Erni Maltuf Fitri, Maltuf Mawadah, Sokhikhatul Mega Rahayu Nur Kusuma Wardhani Mudofir, Imam Muh. Rizal Hamdi Muhammad Rais Muyassarah Muyassarah, Muyassarah Muyassarah, Muyassarah Nadhor, Khaerun Nanda Laily Maulidin Fajrur Noorsakti Wahyudi Nuha, Soya Angga Arifin Nur Fatoni, Nur Nur Fauzi, M. Asif Nurhayati Nurhayati Nurjan, Fatman Nurlaksana Eko Rusminto Prasetyo Widiyono, Ibnu Puri Bahesa, Samantha Bella Rafael Slamet Firdaus Rahayu Condro Murti Rahma, Zuliana Rahman El Junusi Rahman, Fatuh Sholihin Sholihin Sokhikhatul Mawadah Sukuryadi Sukuryadi, Sukuryadi Syaefuddin Syaefuddin Tania Setya Ningsih Triana Sekti Wakhid Kozin Wida Yuliar Rezika Widiya Yutanti Widodo, Wicha Rizky Sakti Mashito Wijoyo, Agung Wini Tarmini