文章基本信息

标题：Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java
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作者：Rachmad Hidayat Sabarudin Akhmad Machmud
期刊名称：AL-IQTISHAD : JOURNAL OF ISLAMIC ECONOMICS
印刷版ISSN：2087-135X
电子版ISSN：2407-8654
出版年度：2015
期号：4505
页码：14
出版社：Faculty of Sharia and Law Syarif Hidayatullah State Islamic University Jakarta
摘要：The purpose of the present study was to describe the relationships among service quality, customer trust and customer religious commitment on customer satisfaction and loyalty of Islamic banks in East Java. Respondents were Islamic banks’ customers domiciled in East Java. A predetermined number of samples were taken by the use of a simple random sampling technique. Analysis was performed using the Structural Equation Modeling (SEM). Results indicated that service quality and customer trust of Islamic banks jointly had significant effects on customer satisfaction. Service quality and customer trust had direct and indirect effects on customer loyalty mediated by satisfaction of Islamic banks’ customer in East Java. Religious commitment had no direct and indirect effect on customer satisfaction and customer loyalty.