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).

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Referensi Penelitian Customer Behavior


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PAPER TAHUN 2000 – 2005

Dan Zhang, William L. Cooper. 2005. Revenue Management for Parallel Flights with Customer-Choice Behavior. Operations Research, Vol. 53, No. 3 (May – Jun., 2005), pp. 415-431

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Contoh Paper Corporate Governance




Contoh paper penelitian Corporate Governance.

Diindex berdasarkan tahun


Paper Lama (sebelum tahun 2000)

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Penelitian Perceived Organizational Support (POS)





Contoh paper perceived organizational support (update berkala)


Arnold, Kara A; Dupré, Kathryne E. (2012). Perceived organizational support, employee health and emotions. International Journal of Workplace Health Management5.2 (2012): 139-152.

Beheshtifar, Malikeh; Herat, Batol Hosseini. (2013). To Promote Employees Commitment via Perceived Organizational Support. International Journal of Academic Research in Business and Social Sciences3.1 (Jan 2013): 306-313.

Bogler, Ronit; Nir, Adam E. (2012). The importance of teachers’ perceived organizational support to job satisfaction. Journal of Educational Administration50.3 (2012): 287-306.

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Referensi Penelitian Perceived Organizational Justice





Contoh Penelitian Tentang perceived Organizational Justice

2011 – Sekarang

Altahayneh, Ziad Lutfi; Khasawneh, Aman; Abedalhafiz, Abedalbasit. (2014). Relationship between Organizational Justice and Job Satisfaction as Perceived by Jordanian Physical Education Teachers. Asian Social Science10.4 (Feb 2014): 131-138.

Bahrami, Mohammad Amin; Gazar, Saeed Hashemi; Montazeralfaraj, Razieh; Tafti, Arefeh Dehghani. (2013). Determinants of Perceived Organizational Justice among Hospital Employees. Interdisciplinary Journal of Contemporary Research In Business5.7 (Nov 2013): 441-448.

Dabbagh, Parnian; Esfahani, Ali Nasr; Shahin, Arash. (2012). Studying Relationship between Perceived Organizational Justice and Organizational Salience (Case Study: Khorshid Hospital’s Personals). Interdisciplinary Journal of Contemporary Research In Business3.10 (Feb 2012): 468-478.

Dusterhoff, Carrie; Cunningham, J Barton; Macgregor, James N. (2014). The Effects of Performance Rating, Leader-Member Exchange, Perceived Utility, and Organizational Justice on Performance Appraisal Satisfaction: Applying a Moral Judgment Perspective. Journal of Business Ethics119.2 (Jan 2014): 265-273.

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Contoh Artikel Central Limit Theorem

Beberapa artikel yang dapat dipelajari mengenai Central Limit Theorem :

Artikel di atas tahun 2000

Aistleitner, Christoph; Berkes, István.(2010). On the central limit theorem for f (n k x). Probability Theory and Related Fields146.1-2 (Jan 2010): 267-289.

Bardet, Jean-Marc; Doukhan, Paul; Lang, Gabriel; Ragache, Nicolas. (2008). Dependent Lindeberg central limit theorem and some applications. ESAIM. Probability and Statistics12 (2008): 154-172.


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Park, Byeong U; Kim, Tae Yoon; Park, Jeong-soo; Hwang, S Y. (2009). Practically Applicable Central Limit Theorem for Spatial Statistics. Mathematical Geosciences41.5 (Jul 2009): 555-569.

Shashkin, A. P. (2006). On Newman’s Central Limit Theorem. Theory of Probability and its Applications50.2 (2006): 8.

Xia, Hong Qiang. (2009). Multidimensional local central limit theorem of some non-uniformly hyperbolic systems. Acta Mathematica Sinica. English Series25.4 (Apr 2009): 565-580

Yu, Miao; Xu, Shoufang; Ang, Peng. (2012). Almost Sure Central Limit Theorem of Sample Quantiles. Advances in Decision Sciences (2012)

Artikel < 2000

Dobrushin, R. L.. (1956). Central Limit Theorem for Nonstationary Markov Chains. I Theory of Probability and its Applications1.1 (1956): 16

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Referensi Penelitian Competitive Advantage

Contoh Penelitian dengan Topic “Competitive Advantage”. (Update Berkala)

Tahun 2012

Benjamin T. Hazen, Terry Anthony Byrd, (2012) “Toward creating competitive advantage with logistics information technology”, International Journal of Physical Distribution & Logistics Management, Vol. 42 Iss: 1, pp.8 – 35

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Concepción Garcés-Ayerbe, Pilar Rivera-Torres, Josefina L. Murillo-Luna, (2012) “Stakeholder pressure and environmental proactivity: Moderating effect of competitive advantage expectations”, Management Decision, Vol. 50 Iss: 2, pp.189 – 206

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Referensi Artikel Tentang Structural Equation Modeling

Referensi Artikel Tentang Structural Equation Modeling (diupdate berkala)

Babin, Barry J; Hair, Joseph F, Jr; Boles, James S. (2008). Publishing Research In Marketing Journals Using Structural Equation Modeling. Journal of Marketing Theory and Practice16.4 (Fall 2008): 279-285.

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Referensi Penelitian Hubungan Kepuasan Kerja Dan Komitmen

List Penelitian Yang Menguji Hubungan Kepuasan kerja dengan Komitmen

(Update Berkala)

2000 – 2010

Darwish A. Yousef, (2000) “Organizational commitment and job satisfaction as predictors of attitudes toward organizational change in a non-western setting”, Personnel Review, Vol. 29 Iss: 5, pp.567 – 592

Khan, S M; Mishra, P C. (2004). Search for Predictors of Multidimensional Organizational Commitment. Journal of Management Research4.2 (Aug 2004): 120-126.

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Referensi Jurnal Statistik

Referensi Paper Statistik yang dapat dijadikan rujukan (Akan diupdate berkala)

Algina, James and Olejnik, Stephen(2000) ‘Determining Sample Size for Accurate Estimation of the Squared Multiple Correlation Coefficient’, Multivariate Behavioral Research, 35 1, 119 — 137

Algina, James , Moulder, Bradley C. and Moser, Barry K.(2002) ‘Sample Size Requirements for Accurate Estimation of Squared Semi-Partial Correlation Coefficients’, Multivariate Behavioral Research, 37 1, 37 — 57

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Christensen, Karl Bang and Kreiner, Svend(2004) ‘Testing the Fit of Latent Regression Models’, Communications in Statistics – Theory and Methods, 33 6, 1341 — 1356

Colosimo, E. A. , Cruz, F. R. B. , Miranda, J. L. O. and Van Woensel, T.(2007) ‘Sample size calculation for method validation using linear regression’, Journal of Statistical Computation and Simulation, 77 6, 505 — 516


Häggström, Jenny and de Luna, Xavier(2010) ‘Estimating Prediction Error Cross-Validation vs Accumulated Prediction Error’, Communications in Statistics – Simulation and Computation, 39 5, 880 — 898

Kang, Sung Won(2007) ‘A Gibbs Sampling Algorithm for a Changing Regression Model with Pooled Binary Response Data’, Communications in Statistics – Theory and Methods, 36 2, 349 — 373

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Referensi Penelitian Brand Personality

Beberapa contoh penelitian tentang Brand Personality antara lain :

Di atas 2010

Long-Yi Lin, (2010) “The relationship of consumer personality trait, brand personality and brand loyalty: an empirical study of toys and video games buyers”, Journal of Product & Brand Management, Vol. 19 Iss: 1, pp.4 – 17

Angelina Nhat Hanh Le, Julian Ming Sung Cheng, Yueh Hua Lee, Megha Jain, (2012) “Brand extension: using parent brand personality as leverage”, Asia Pacific Journal of Marketing and Logistics, Vol. 24 Iss: 4, pp.599 – 618

Linn Viktoria Rampl, Peter Kenning, (2014) “Employer brand trust and affect: linking brand personality to employer brand attractiveness”, European Journal of Marketing, Vol. 48 Iss: 1/2, pp.218 – 236

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Referensi Penelitian Keuangan

Referensi Penelitian Keuangan

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Di bawah tahun 2010

  1. Zannie Giraud Voss, Glenn B. Voss, Christine Moorman, (2005) “An empirical examination of the complex relationships between entrepreneurial orientation and stakeholder support”, European Journal of Marketing, Vol. 39 Iss: 9/10, pp.1132 – 1150
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  3. Tianjiao Qiu, (2008) “Scanning for competitive intelligence: a managerial perspective”, European Journal of Marketing, Vol. 42 Iss: 7/8, pp.814 – 835
  4. Shih-Chia Chang, Ru-Jen Lin, Fu-Jen Chang, Rong-Huei Chen, (2007) “Achieving manufacturing flexibility through entrepreneurial orientation”, Industrial Management & Data Systems, Vol. 107 Iss: 7, pp.997 – 1017
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Di atas Tahun 2010

  1. Davina Vora, Jay Vora, Douglas Polley, (2012) “Applying entrepreneurial orientation to a medium sized firm”, International Journal of Entrepreneurial Behaviour & Research, Vol. 18 Iss: 3, pp.352 – 379
  2. Dawn Langkamp Bolton, Michelle D. Lane, (2012) “Individual entrepreneurial orientation: development of a measurement instrument”, Education + Training, Vol. 54 Iss: 2/3, pp.219 – 233
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Contoh Penelitian Customer Perceived Value

2001 – 2005

Chien-Hsin Lin, Peter J. Sher, Hsin-Yu Shih, (2005) “Past progress and future directions in conceptualizing customer perceived value”, International Journal of Service Industry Management, Vol. 16 Iss: 4, pp.318 – 336

John T. Bowen, Shiang-Lih Chen, (2001) “The relationship between customer loyalty and customer satisfaction”, International Journal of Contemporary Hospitality Management, Vol. 13 Iss: 5, pp.213 – 217

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Referensi Penelitian Burnout

George S. Low, David W. Cravens, Ken Grant, William C. Moncrief, (2001) “Antecedents and consequences of salesperson burnout”, European Journal of Marketing, Vol. 35 Iss: 5/6, pp.587 – 611

Kène Henkens, Monique Leenders, (2010) “Burnout and older workers’ intentions to retire”, International Journal of Manpower, Vol. 31 Iss: 3, pp.306 – 321

Matti Vuorensyrjä, Matti Mälkiä, (2011) “Nonlinearity of the effects of police stressors on police officer burnout”, Policing: An International Journal of Police Strategies & Management, Vol. 34 Iss: 3, pp.382 – 402

Marann Byrne, Aamir Chughtai, Barbara Flood, Evelyn Murphy, Pauline Willis, (2013) “Burnout among accounting and finance academics in Ireland”, International Journal of Educational Management, Vol. 27 Iss: 2, pp.127 – 142

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