The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

Purnama, Suryari; Sukmasari, Andyani; Bhandari, Rahul

doi:10.33050/atm.v5i2.1532

Cited by 13 publications

(14 citation statements)

References 22 publications

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“…The results of the previous research described above and summarized in the table below show that both conceptually and actually, waqf is needed as an instrument in the economy to improve people's welfare [31]. The research conducted in this study is different from previous research in terms of research objects and research methods but has similarities to research conducted by using the Theory of Planned Behavior (TBP) [32].…”

Section: Tabarru' Contractmentioning

confidence: 81%

Factors That Influence The Intention of The Millennial Community to do Waqf With a Modification of Theory Planned Behavior Approach

Zawawi

Mariyanti

Sari³

2022

ATM

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This research aims to analyze the influence of variables knowledge, attitudes, religious commitment, subjective norm, and the use of ICT Technology significantly influence behavior through the intention of the millennial generation in waqf in Jabodetabek. The methodology used in this study is the Structural Equation Model with the variables of knowledge, attitudes, religious commitment, subjective norms, and ICT technology as independent variables; intention as moderating variable, and waqf behavior as the dependent variable. The primary data of this study was obtained through a questionnaire survey to 290 respondents obtained through purposive random sampling from the millennial generation aged 21-40 years who live in Greater Jakarta. Then the data was analyzed using SPSS and AMOS software. Based on the results of this study, it was learned that the variable of knowledge does not affect the behavior of waqf through the intention of the millennial generation. In contrast, the variables of attitude, commitment, subjective norms, and the use of ICT technology had a positive and significant effect on waqf behavior through the intention of the millennial generation. This shows that the millennial generation, although their knowledge does not affect behavior, attitudes, commitment, subjective norms, and the use of ICT technology, have a positive and significant effect on waqf behavior results of this study indicate that the variables attitudes, religious commitment, subjective norm, and the use of ICT Technology significantly influence behavior through the intention of the millennial generation in waqf in Jabodetabek. At the same time, knowledge does not affect that behavior. This study implies that measuring consumer behavior should be equipped with additional indicators, namely intention, to analyze the behavior based on external factors and spiritual and social aspects.

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Section: Tabarru' Contractmentioning

confidence: 81%

Factors That Influence The Intention of The Millennial Community to do Waqf With a Modification of Theory Planned Behavior Approach

Zawawi

Mariyanti

Sari³

2022

ATM

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“…A few studies that have examined the moderation effect of religiosity on loyalty have reported mixed results. Sunaryo et al (2020) and Purnama et al (2021) found a positive and significant moderation effect of religiosity in the relationships between SQ and loyalty and between CS and loyalty, respectively. Aslam et al (2022) indicate a significant moderation effect of religion between corporate image and loyalty.…”

Section: Introductionmentioning

confidence: 92%

Determinants of customer loyalty in Islamic banking: the role of religiosity

Tegambwage

Kasoga

2023

JIMA

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Purpose The purpose of this study is to investigate the moderation effects of religiosity in the relationship between service quality (SQ), customer satisfaction (CS), relationship quality (RQ) and Islamic banking (IB) loyalty in a non-Islamic country. Design/methodology/approach This study used a quantitative approach and a cross-sectional research design. The data was collected by a closed-ended questionnaire from a systematic sample of 267 customers of full-fledged Islamic banks in Tanzania. Structural equation modeling and regression analysis techniques were used to analyze the data. Findings Results indicate that religiosity is a significant (p < 0.05) moderator of the relationship between SQ and loyalty (β = 0.176), and between CS and loyalty (β = 0.263). However, religiosity sharpens the impact of CS on loyalty (β increases from 0.170 to 0.263, p < 0.05) and does not sharpen the impact of SQ on loyalty (β decreases from 0.338 to 0.176, p < 0.05). The results further indicate that religiosity is not a significant moderator (p > 0.05) in the link between RQ and loyalty (β = −0.112). Research limitations/implications This study used only full-fledged Islamic banks in Tanzania. Therefore, future research could be undertaken by including conventional banks that have introduced an IB window. Practical implications To build and maintain a loyal customer base, Islamic banks should take advantage of religiosity by providing a wide range of Sharia-based products and services that truly distinguish them from conventional banks. Accordingly, policymakers should establish an appropriate legal framework to enable Islamic banks to leverage religiosity to sharpen the impact of CS on loyalty and hence maintain loyalty in non-Islamic countries like Tanzania. Originality/value This study proposes and validates the theoretical model of loyalty in IB by showing the role of religiosity as a moderator in a non-Islamic country. This knowledge strengthens the overall understanding of loyalty in IB. To the best of the authors’ knowledge, this study is the first to examine the moderation effects of religiosity in the link between RQ and loyalty, and thus between SQ, CS, RQ and loyalty in a single study.

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“…Prior studies that discussed customer satisfaction in Islamic business discussed customer satisfaction of Islamic bank customers. These studies have been carried out by Ahmed et al (2022), De Bruin et al (2021), Fida et al (2020, Zouari & Abdelhedi (2021), Aini (2018), Jawaid et al (2021), Rama (2020), Mariyanti et al (2021), Haron et al (2020, Jan & Shafiq (2021), Purnama et al (2021), Safi et al (2020), Syaifuddin et al (2022), Anouze et al (2019), andRiduwan et al (2022). Research on consumer satisfaction in Islamic banks is analyzed using the SERVQUAL framework (Ali & Raza, 2017;De Bruin et al, 2021;Janahi & Al Mubarak, 2017;Zouari & Abdelhedi, 2021).…”

Section: Exploration Determinants Of Customer Satisfactionmentioning

confidence: 99%

Bibliometric Analysis of Islamic Business Model to Explore the Determinants of Customer Satisfaction

Sari

Cahyani²,

Aviva³

et al. 2022

AL-QARDH

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This study aims to provide a bibliometric analysis of the Islamic business model. This study presents bibliometric analysis and identifies publication trends within the scope of the Islamic business model in journals indexed by the dimensions database from 1994 to 2022. This study uses descriptive statistics based on 217 published articles related to the Islamic business model. The data was collected from the dimensions database and analyzed using VOSviewer. The results showed that most articles on Islamic business models were published in 2021. The journals that contain the most articles on Islamic business models are the “Journal of Islamic business ethics” and the “Journal of Islamic Marketing.” The most cited article is “Islamic Ethics and the Implications for Business”. There are 7 clusters in the development map of Islamic business model research. In research on Islamic business models, the words that often appear in the title are “effect, business model, and Islamic banking.” Recent research related to the Islamic business model relates to Islamic business and customer satisfaction.

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The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

Cited by 13 publications

References 22 publications

Factors That Influence The Intention of The Millennial Community to do Waqf With a Modification of Theory Planned Behavior Approach

Factors That Influence The Intention of The Millennial Community to do Waqf With a Modification of Theory Planned Behavior Approach

Determinants of customer loyalty in Islamic banking: the role of religiosity

Bibliometric Analysis of Islamic Business Model to Explore the Determinants of Customer Satisfaction

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