Incorporating Attitude towards Islamic Banking in a Customer Loyalty Model

Mohamad Najmudin, Ferri Kuswantoro, Titop Dwiwinarno

2019

Abstract

The objective of the study is to examine the mediating effect of switching costs between the relationship of customer satisfaction on customer loyalty in islamic banking. 283 respondents were used as samples using purposive sampling. By structural equation model (SEM) the findings show that of the six hypotheses, five hypotheses are supported, one hypothesis is not supported. The results of the study show, customer satisfaction affects customer loyalty both directly and indirectly through switching costs. These results are supported by previous findings, and at the same time, they reveal that switching costs do not fully mediate the influence of customer satisfaction on customer loyalty. The direct influence of customer satisfaction on customer loyalty shows the evidence.

Paper Citation

in Harvard Style

Najmudin M., Kuswantoro F. and Dwiwinarno T. (2019). Incorporating Attitude towards Islamic Banking in a Customer Loyalty Model.In Proceedings of the 2nd International Conference on Applied Science, Engineering and Social Sciences - Volume 1: ICASESS, ISBN 978-989-758-452-7, pages 149-154. DOI: 10.5220/0009879801490154

in Bibtex Style

@conference{icasess19,
author={Mohamad Najmudin and Ferri Kuswantoro and Titop Dwiwinarno},
title={Incorporating Attitude towards Islamic Banking in a Customer Loyalty Model},
booktitle={Proceedings of the 2nd International Conference on Applied Science, Engineering and Social Sciences - Volume 1: ICASESS,},
year={2019},
pages={149-154},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009879801490154},
isbn={978-989-758-452-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 2nd International Conference on Applied Science, Engineering and Social Sciences - Volume 1: ICASESS,
TI - Incorporating Attitude towards Islamic Banking in a Customer Loyalty Model
SN - 978-989-758-452-7
AU - Najmudin M.
AU - Kuswantoro F.
AU - Dwiwinarno T.
PY - 2019
SP - 149
EP - 154
DO - 10.5220/0009879801490154