Switching Behavior Customers of Sharia Banks in Indonesia
- DOI
- 10.2991/aebmr.k.210220.054How to use a DOI?
- Keywords
- Switching Behavior, Islamic Bank, Theory of Planned Behavior
- Abstract
The rapid growth of Islamic banks shows great consumer interest in Islamic banks. This research was conducted to analyze the factors that cause consumers to switch from conventional banks to Islamic banks. The population in this study were users of Bank Sharia Mandiri, BNI Sharia, BTN Sharia, and BRI Sharia. Primary data collection through distributing questionnaires with 114 respondents conducted by quota sampling. Data is analyzed by using confirmatory factor analysis. The results showed that the dominant factors that caused consumers to switch from conventional banks to Islamic banks were ethical issues and service quality. Apart from that, there are also factors of price / product and spiritual quality which also trigger consumer movement. These findings indicate that banking companies must be able to identify consumer desires in order to maintain and increase consumer loyalty by continuing to deliver good services. With an increase in service, consumers can feel more comfortable in making transactions.
- Copyright
- © 2021, 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/).
Cite this article
TY - CONF AU - Andi Ainil Mufidah Tanra AU - Nadhira Afdalia AU - Latifah Sukmawati Yuniar AU - M. Ikbal Abdullah AU - Tenripada AU - Abdul Kahar AU - Erwan Sastrawan PY - 2021 DA - 2021/02/22 TI - Switching Behavior Customers of Sharia Banks in Indonesia BT - Proceedings of the International Conference on Strategic Issues of Economics, Business and, Education (ICoSIEBE 2020) PB - Atlantis Press SP - 306 EP - 311 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.210220.054 DO - 10.2991/aebmr.k.210220.054 ID - Tanra2021 ER -