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

Abstract.

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).

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Posted on April 20, 2015, in REFERENSI PENELITIAN and tagged . Bookmark the permalink. Leave a comment.

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