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A DEVELOPING MODEL OF RELATIONSHIP AMONG SERVICE QUALITY, CONSUMER SATISFACTION, LOYALTY AND WORD OF MOUTH IN ISLAMIC BANKING

Suryani
; 
Hendryadi
Author(s)
Suryani
Hendryadi
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Keywords
Customer Satisfaction
Loyalty
WOM
Islamic Banking
Service Quality
GE Subjects
Economic ethics
Ethics of economic systems
Labour/professional ethics
Religious ethics
Spirituality and ethics
Methods of ethics
Theological ethics
Philosophical ethics
Collections
Islamic Ethics
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http://hdl.handle.net/20.500.12424/234680
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Abstract
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. The 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. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.
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Date
2015-01
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With permission of the license/copyright holder
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