The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking
DOI:
https://doi.org/10.33050/atm.v5i2.1532Keywords:
Online Transaction Experience, Satisfaction, Loyalty, ReligiosityAbstract
This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.
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[29] M. Tabrani, M. Amin, and A. Nizam, “Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships,” Int. J. Bank Mark., 2018.
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[2] A. M. Baabdullah, N. P. Rana, A. A. Alalwan, R. Islam, P. Patil, and Y. K. Dwivedi, “Consumer adoption of self service technologies in the context of the Jordanian banking industry: Examining the moderating role of channel types,” Inf. Syst. Manag., vol. 36, no. 4, pp. 286–305, 2019.
[3] M. Aisyah, “Islamic bank service quality and its impact on Indonesian customers’ satisfaction and loyalty,” Al-Iqtishad J. Islam. Econ., vol. 10, no. 2, pp. 367–388, 2018.
[4] G. Shams, M. A. Rehman, S. Samad, and R. A. Rather, “The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry,” J. Financ. Serv. Mark., vol. 25, pp. 25–34, 2020.
[5] N. Azizah, E. Suryana, and H. Haris, “Application of a Customer Based Data Monitoring Facility Online Accounting Software For Effectiveness Leadership at Higher Education,” Aptisi Trans. Manag., vol. 1, no. 2, pp. 86–93, 2017.
[6] S. Syafryadin, “The Effect of Talking Chips Technique Toward the Improvement of Students’ Speaking Achievement at one of the Senior High Schools in Bandung,” Linguist. J. Linguist. Lang. Teach., vol. 6, no. 2, pp. 1–13, 2020.
[7] E. Depiana and H. Hartelina, “Marketing Service on Customer Satisfaction of Yamaha Motorcycles at PT Ramarayo Perdana Karawang,” Aptisi Trans. Manag., vol. 5, no. 1, pp. 11–19, 2021.
[8] K. Mukerjee, “Impact of self-service technologies in retail banking on cross-buying and word-of-mouth,” Int. J. Retail Distrib. Manag., 2020.
[9] H. Henderi, H. Zcull, and C. S. Putri, “Utilization of Testimonials Menu as Submission Media Information on Buyer Satisfaction on the Website E-Commerce Raharja Internet Café,” Aptisi Trans. Technopreneursh., vol. 1, no. 1, pp. 101–108, 2019.
[10] J. E. Collier, M. Breazeale, and A. White, “Giving back the ‘self’ in self service: customer preferences in self-service failure recovery,” J. Serv. Mark., 2017.
[11] T. Zhang, C. Lu, E. Torres, and P.-J. Chen, “Engaging customers in value co-creation or co-destruction online,” J. Serv. Mark., 2018.
[12] A. Taves and E. Asprem, “Experience as event: event cognition and the study of (religious) experiences,” Religion. Brain Behav., vol. 7, no. 1, pp. 43–62, 2017.
[13] D. Suhartanto, C. Gan, I. S. Sarah, and S. Setiawan, “Loyalty towards Islamic banking: service quality, emotional or religious driven?,” J. Islam. Mark., 2019.
[14] D. Jamshidi and N. Hussin, “Forecasting patronage factors of Islamic credit card as a new e-commerce banking service,” J. Islam. Mark., 2016.
[15] J. Gummerus, M. Lipkin, A. Dube, and K. Heinonen, “Technology in use–characterizing customer self-service devices (SSDS),” J. Serv. Mark., 2019.
[16] M. Lee et al., “How to respond to the fourth industrial revolution, or the second information technology revolution? Dynamic new combinations between technology, market, and society through open innovation,” J. Open Innov. Technol. Mark. Complex., vol. 4, no. 3, p. 21, 2018.
[17] B. L. Cheng, C. C. Gan, B. C. Imrie, and S. Mansori, “Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry,” Int. J. Qual. Serv. Sci., 2019.
[18] R. Bagherzadeh, M. Rawal, S. Wei, and J. L. S. Torres, “The journey from customer participation in service failure to co-creation in service recovery,” J. Retail. Consum. Serv., vol. 54, p. 102058, 2020.
[19] N. T. Le, S. Rao Hill, and I. Troshani, “Perceived control and perceived risk in self-service technology recovery,” J. Comput. Inf. Syst., pp. 1–10, 2020.
[20] M. S. Dewi, R. A. N. Yuniati, and R. Akseptori, “Pengukuran Kinerja dengan Perspektif Keuangan dan Pelanggan (SK. Divisi HCM Grup Perusahaan Maritim Surabaya),” ADI Bisnis Digit. Interdisiplin J., vol. 1, no. 2, pp. 1–13, 2020.
[21] F. Hussein and H. Hartelina, “After Sales Service For Smartphone Iphone To Customer Loyalty,” Aptisi Trans. Manag., vol. 5, no. 1, pp. 62–72, 2021.
[22] D. Espírito Santo, “Possession consciousness, religious individualism, and subjectivity in Brazilian Umbanda,” Religion, vol. 47, no. 2, pp. 179–202, 2017.
[23] H. Usman, P. Tjiptoherijanto, T. E. Balqiah, and I. G. N. Agung, “The role of religious norms, trust, importance of attributes and information sources in the relationship between religiosity and selection of the Islamic bank,” J. Islam. Mark., 2017.
[24] M. A. Janahi and M. M. S. Al Mubarak, “The impact of customer service quality on customer satisfaction in Islamic banking,” J. Islam. Mark., 2017.
[25] D. C. Ahrholdt, S. P. Gudergan, and C. M. Ringle, “Enhancing loyalty: When improving consumer satisfaction and delight matters,” J. Bus. Res., vol. 94, pp. 18–27, 2019.
[26] M. Kashif, A. Zarkada, and R. Thurasamy, “The moderating effect of religiosity on ethical behavioural intentions,” Pers. Rev., 2017.
[27] D. Khajeheian, A. M. Colabi, N. B. Ahmad Kharman Shah, C. W. J. Bt Wan Mohamed Radzi, and H. S. Jenatabadi, “Effect of social media on child obesity: Application of structural equation modeling with the Taguchi method,” Int. J. Environ. Res. Public Health, vol. 15, no. 7, p. 1343, 2018.
[28] T. Kartika, A. Firdaus, and M. Najib, “Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank,” J. Islam. Mark., 2019.
[29] M. Tabrani, M. Amin, and A. Nizam, “Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships,” Int. J. Bank Mark., 2018.
[30] W. Ramadayanti and K. Kosasih, “The Influence of Financial Performance on People’s Business Credit in Banking Companies for the Period 2010-2019,” Aptisi Trans. Manag., vol. 5, no. 1, pp. 73–78, 2021.
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Published
2021-03-23
How to Cite
Purnama, S., Sukmasari, A., & Bhandari, R. (2021). The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking. APTISI Transactions on Management, 5(2), 143–151. https://doi.org/10.33050/atm.v5i2.1532
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Copyright (c) 2021 Suryari Purnama, Andyani Sukmasari, Rahul Bhandari (Author)
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