Al-Mashrafiyah : Jurnal Ekonomi, Keuangan, dan Perbankan Syariah
Vol 10 No 1 (2026)

The Effect of Islamic Brand Image, Islamic Service Quality, and Customer Satisfaction on Customer Loyalty in Islamic Banking




Article Info

Publish Date
11 Apr 2026

Abstract

This study examines the effects of Islamic brand image, Islamic service quality, and customer satisfaction on customer loyalty in the Islamic banking sector, particularly in the context of increasing competition among Islamic financial institutions. This study adopts a quantitative approach using survey data from 140 Islamic bank customers. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS v. 3.2.9. The results reveal that Islamic Brand Image, Islamic Service Quality, and Customer Satisfaction positively influence Customer Loyalty, with Islamic Service Quality as the most dominant factor. These findings suggest that customer loyalty is strengthened by the consistency of sharia compliant service delivery, supported by a strong Islamic brand and satisfying service experiences. This study provides empirical evidence on the key determinants of customer loyalty in Islamic banking and highlights the central role of sharia compliant service quality alongside Islamic branding and customer satisfaction.

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Journal Info

Abbrev

almashrafiyah

Publisher

Subject

Economics, Econometrics & Finance

Description

This journal contains writings of research results or theoretical studies related to economics, finance and sharia banking.This journal is published by the Department of Islamic Banking Faculty of Economics and Islamic Business UIN Alauddin Makassar. This journal is published in 2 (two) editions ...