Proceedings of the International Conference on Islamic and Muhammadiyah Studies (ICIMS 2023)

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Effect of Service Quality and Religiosity on Customer Satisfaction and Impact on Customer Loyalty of Bank Syariah Indonesia

Authors
Aminudin Ma’ruf1, *, Gita Sulistiani1, Imran Rosyadi1
1Department of Islamic Economic and Law, Universitas Muhammadiyah Surakarta, Surakarta, Indonesia
*Corresponding author. Email: aminudin.maruf@ums.ac.id
Corresponding Author
Aminudin Ma’ruf
Available Online 28 September 2023.
DOI
10.2991/978-2-38476-102-9_20How to use a DOI?
Keywords
Service Quality; Religiosity; Customer Satisfaction; Loyalty
Abstract

Customer trust in the Islamic banking system in Indonesia is increasing. As a facilitator, Bank Syariah Indonesia has a significant role in increasing the Islamic banking market in Indonesia. This research aims to analyze the impact of service quality and religiosity on satisfaction and customer loyalty directly or indirectly. This quantitative numerical research uses a random sampling method with 59 respondents from BSI customers. The data analysis used in this research applies path analysis and the Sobel test for the analysis process. The fruit of this research strongly indicates that the service standard considerably influences the satisfaction and loyalty of BSI bank customers.

Regarding religiosity, it was found that the factor was insignificant to the loyalty and satisfaction of BSI customers. In addition, this study also found that service standards have a considerable influence on BSI customer satisfaction. This research is expected to be able to close the gap in Islamic banking and also be able to become a reference for scientific research in the field of Islamic finance. This research will provide some results and recommendations for developing Islamic banking.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Islamic and Muhammadiyah Studies (ICIMS 2023)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
28 September 2023
ISBN
10.2991/978-2-38476-102-9_20
ISSN
2352-5398
DOI
10.2991/978-2-38476-102-9_20How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Aminudin Ma’ruf
AU  - Gita Sulistiani
AU  - Imran Rosyadi
PY  - 2023
DA  - 2023/09/28
TI  - Effect of Service Quality and Religiosity on Customer Satisfaction and Impact on Customer Loyalty of Bank Syariah Indonesia
BT  - Proceedings of the International Conference on Islamic and Muhammadiyah Studies (ICIMS 2023)
PB  - Atlantis Press
SP  - 216
EP  - 225
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-102-9_20
DO  - 10.2991/978-2-38476-102-9_20
ID  - Ma’ruf2023
ER  -