Muslim customer perceived value on customer satisfaction and loyalty: religiosity as a moderation

Rahayu, Yayuk Sri and Setiawan, Margono and Wirawanto, Dodi Irawan and Rahayu, Mintarti (2020) Muslim customer perceived value on customer satisfaction and loyalty: religiosity as a moderation. Management Science Letters, 10 (5). pp. 1011-1016. ISSN 1923-9335

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Abstract

This study aims to determine the effect of Muslim customer perceived value on customer satisfaction and customer loyalty of sharia banking and religiosity role in moderating the existing effect. The study population includes all customers of Sharia banking. Total samples of 104 respondents are selected by accidental sampling technique. To know and to test the research hypothesis, data are analyzed by partial least square (PLS). This study has four results. First, the Muslim customer perceived value (MCPV) variable directly affects customer satisfaction. It consists of price, emotional values, and social values variables. While the quality, Islamic physical attributes, and Islamic non-physical attributes variables directly do not affect satisfaction of Islamic banking customers. Second, Muslim customer perceived value (MCPV) variable directly affects customer loyalty. It consists of price, emotional value, physical and non-physical attributes of Islam. Moreover, quality and social value variables directly do not affect loyalty of sharia banking customers. Third, satisfaction only mediates the effect of price, emotional value, and social value variables on the loyalty of sharia banking customers. Satisfaction does not mediate the effect of quality, Islamic physical attributes, and Islamic nonphysical attributes affect the loyalty of sharia banking customers. Forth, Religiosity does not moderate the effect of Muslim customer perceived value (MCPV) variable, namely Islamic physical attributes and Islamic nonphysical attributes, on satisfaction of sharia banking customers.

Item Type: Journal Article
Additional Information: -
Keywords: Religiosity; Muslim customer perceived value; Customer satisfaction; Customer loyalty
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing
Divisions: Faculty of Economics > Department of Islamic Banking
Depositing User: Yayuk Sri Rahayu
Date Deposited: 31 Jan 2020 14:11

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