A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty And Word Of Mouth In Islamic Banking
A DEVELOPING MODEL OF RELATIONSHIP AMONG SERVICE QUALITY, CONSUMER SATISFACTION, LOYALTY AND WORD OF MOUTH IN ISLAMIC BANKING
Suryani & Hendryadi
A Developing Model of Relationship Among Service Quality, Consumer Satisfaction, Loyalty, and Word of Mouth in Islamic Banking. This research aims to develop a measurement tool of service quality in Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM), and consumer loyalty. A convenience sampling of 235 respondents collected from seven locations in the Lhokseumawe, Aceh. Partial least square -structural equation modeling- (PLS-SEM) was used to test the research hypotheses. Te results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. Te PLS-SEM results suggest that SPA and COM are dominant factors afecting satisfaction, and satisfaction were signifcantly related to WOM and loyalty. Loyalty also positively and signifcantly related to WOM.
Keywords: Service Quality, Islamic Banking, WOM, Loyalty, Customer Satisfaction
Citation : Suryani & Hendryadi. (2015). A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty And Word Of Mouth In Islamic Banking. Al-Iqtishad: Vol. VII No. 1, Januari 2015. (Online).