The role of religiosity on customer engagement, trust, and loyalty: An investigating on customers of Islamic banks in Indonesia

Hasan, Irmayanti, Surachman, Surachman, Rofiq, Ainur and Husein, Ananda Sabil (2023) The role of religiosity on customer engagement, trust, and loyalty: An investigating on customers of Islamic banks in Indonesia. Res Militaris, 13 (2). pp. 1411-1426. ISSN 2265-6294

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Abstract

Purpose
Religiosity is closely related to the beliefs that form the principles of Muslim customers in determining the choice to use a product or service, so that various literatures link religiosity to customer engagement, trust, and loyalty. This study aims to investigate the influence of the role of religiosity on customer engagement, trust and loyalty to customers of Islamic banks in Indonesia.
Design/methodology/approach
A quantitative approach was used in this study with a total of 204 respondents who are customers of Islamic banks in Indonesia, as the observable population. Furthermore, the structural equation modeling-partial least squares approach was used in this study in processing data analysis.
Findings
This study found that the role of the direct relationship of Religiosity to Customer Engagement, Trust, and Loyalty has a positive and significant effect. Meanwhile, on Customer Engagement and Trust on Customer Loyalty, it was found that only Customer Engagement had a positive and significant effect on Customer Loyalty. Furthermore, on the indirect relationship between Religiosity and Customer Loyalty which is mediated by Customer Engagement and Trust, it was also found that only Customer Engagement mediates positively and significantly.
Originality/value
Religiosity has been widely discussed in various literatures in various industrial sectors, but there is still not much discussion about its relation to Religiosity on Customer Engagement, Trust, and Loyalty. This research has discussed and proven empirically for the context of customers from Islamic banks in Indonesia.

Item Type:	Journal Article
Keywords:	religiosity; customer engagement; customer trust; customer loyalty
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150502 Marketing Communications 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations) 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150506 Marketing Theory 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing
Divisions:	Faculty of Economics > Department of Islamic Banking
Depositing User:	Irmayanti Hasan
Date Deposited:	04 Oct 2023 10:48

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