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All Journal Sipakainge: Inovasi Penelitian, Karya Ilmiah, dan Pengembangan
Muhammad Adam Irmansyah
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Religion Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media

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DINAMIKA EVALUASI TINGKAT KEPUASAN NASABAH TERHADAP LAYANAN BANK SYARIAH DALAM PERSPEKTIF GLOBAL DAN REGIONAL Muhammad Adam Irmansyah
Sipakainge: Inovasi Penelitian, Karya Ilmiah, dan Pengembangan (Islamic Science) Vol 3 No 12 (2025): Edisi Khusus Perbankan (Desember)
Publisher : IAIN Parepare

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35905/sipakainge.v3i1.14548

Abstract

This study aims to examine the relationship between service quality, customer satisfaction, and loyalty in the context of Islamic banking through a Systematic Literature Review (SLR) approach. A total of 30 peer-reviewed articles from SINTA-accredited journals (levels 2 to 5) published between 2014 and 2024 were analyzed in depth. The findings reveal that service quality is the most dominant factor directly affecting customer satisfaction and loyalty. Service dimensions such as assurance, empathy, responsiveness, and the ease of digital banking positively influence customer perception. Moreover, customer satisfaction serves as a mediating variable between service quality and loyalty, highlighting the crucial role of excellent service in building long-term loyalty. Non-service factors such as religiosity, financial literacy, and public trust also contribute to customer loyalty. The study recommends improving digital-based services, integrating spiritual values in customer service, and expanding Islamic financial literacy education. These findings are expected to serve as strategic guidance for enhancing the competitiveness of Islamic banking in Indonesia.
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