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All Journal Jurnal Obsesi: Jurnal Pendidikan Anak Usia Dini Journal of Economic, Bussines and Accounting (COSTING) Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Pengabdian kepada Masyarakat International Journal of Social Science Jurnal Manajemen Jurnal Ekonomi Perusahaan Jurnal Pengabdian Mandiri Bakti Sekawan : Jurnal Pengabdian Masyarakat Jurnal Penelitian Pendidikan Indonesia Jurnal Abdimas: Sosial, Bisnis, dan Lingkungan JER Ambidextrous : Journal of Innovation, Efficiency and Technology in Organization
Brastoro
Institut Bisnis Dan Informatika Kwik Kian Gie
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Trust creates value, value creates loyalty: evidence from islamic digital banking Brastoro; Hendratmoko
Jurnal Manajemen Vol 15 No 1 (2025): November 2025 – April 2026
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jm.v15i1.2386

Abstract

This study examines the relationships among institutional trust, perceived value, and customer loyalty in Islamic digital banking while investigating the mediating role of perceived value. Design/methodology/approach. Data were collected from 167 Indonesian digital banking customers and analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). Institutional trust significantly enhances perceived value and customer loyalty, while perceived value positively influences loyalty and partially mediates the trust–loyalty relationship. The findings support the proposed Trust-to-Value Conversion Framework (TVCF), suggesting that institutional trust strengthens loyalty primarily by creating customer value. This study extends Commitment–Trust Theory by integrating Perceived Value Theory and proposing the TVCF as a conceptual framework explaining how institutional trust is translated into sustainable customer loyalty in Islamic digital banking.
Co-Authors Abdullah Rakhman Abhishek Pursnani Amelia Sandra Arfa, Farahdiba Fauzana Armi Bakar Bakar, Armi Bernadine Bernadine Bernadine Bernadine Budi Wasito Budi Wasito Elis Sondang Dasawaty Elisabeth Vita Mutiarawati Hamama, Fatin Hendratmoko Liaw Bun Fa Lusia Nargis Lusia Nargis, Lusia Martha Ayerza Esra Muhammad Fuad Muhammad Fuad Nurlela Nurlela Nurlela Nurlela Sigit Birowo Sigit Widiyarto Sriyanto Supian, Dede Supian Toni Sitinjak Tumpal JRSitinjak Wasito, Budi Winata, Jessica