Factors Affecting Satisfaction and Loyalty Toward Islamic Banking

DOI

10.2991/aicosh-19.2019.32How to use a DOI?

Keywords

Islamic Banking, Fairness, Service Quality, Image.

Abstract

Due to changing landscape of competition, Islamic Banks must consider both the Muslim and non-Muslim segment and pay attention to the factors that shape their satisfaction and loyalty. This study aims to investigate the effect of fairness, service quality, and image on the satisfaction and loyalty of Islamic Banking consumers both in Muslim and non-Muslim segments. This research uses survey methods and path analysis methods. The results show that fairness, service quality, and image have influence on the satisfaction and loyalty of consumers in the Muslim and non-Muslim segments with varying magnitude and significance. Fairness also has the most significant influence on the satisfaction and loyalty of non-Muslim consumers. The influence of fairness in the non-Muslim consumer segment is greater than the influence in the Muslim segment. This can be an indication that non-Muslim consumers perceive Islamic Banking products to have a fairer scheme than conventional products.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Sahat Aditua Fandhitya Silalahi
AU  - Achmad Muchaddam Fahham
PY  - 2019/08
DA  - 2019/08
TI  - Factors Affecting Satisfaction and Loyalty Toward Islamic Banking
BT  - Proceedings of the 1st Annual Internatioal Conference on Social Sciences and Humanities (AICOSH 2019)
PB  - Atlantis Press
SP  - 153
EP  - 158
SN  - 2352-5398
UR  - https://doi.org/10.2991/aicosh-19.2019.32
DO  - 10.2991/aicosh-19.2019.32
ID  - Silalahi2019/08
ER  -