Research Article
The Effect of Satisfaction on Customer Loyalty in Islamic Banks: A Study on the Mediation Role of Trust
@INPROCEEDINGS{10.4108/eai.10-8-2022.2320833, author={Mohamad Najmudin and Henry Sarnowo and Handoko Arwi Hasthoro}, title={The Effect of Satisfaction on Customer Loyalty in Islamic Banks: A Study on the Mediation Role of Trust}, proceedings={Proceedings of the 3rd International Conference of Business, Accounting, and Economics, ICBAE 2022, 10-11 August 2022, Purwokerto, Central Java, Indonesia}, publisher={EAI}, proceedings_a={ICBAE}, year={2022}, month={8}, keywords={customer loyalty customer satisfaction trust}, doi={10.4108/eai.10-8-2022.2320833} }- Mohamad Najmudin
Henry Sarnowo
Handoko Arwi Hasthoro
Year: 2022
The Effect of Satisfaction on Customer Loyalty in Islamic Banks: A Study on the Mediation Role of Trust
ICBAE
EAI
DOI: 10.4108/eai.10-8-2022.2320833
Abstract
Customer loyalty is an essential part of business performance. Many companies hope to keep their customers for a long time, even if possible forever. This study investigates the role of customer trust in mediating the effect of customer satisfaction on customer loyalty in Islamic banks in the city of Yogyakarta. About 150 respondents were selected as the sample using the purposive sampling method. Structural Equation Modeling (SEM) was used to test the hypothesis of this study. The results of the study indicate that customer satisfaction has a direct effect on customer loyalty. Besides, customer satisfaction indirectly affects customer loyalty by mediating customer trust. Thus, it can be said that customer trust successfully mediates customer satisfaction on customer loyalty. This finding is consistent with the results of previous studies