A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking

S. Suryani, Hendryadi Hendryadi


This  research  aims  to  develop  a  measurement  tool  of  service  quality  in  Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM),  and  consumer  loyalty.  A  convenience  sampling  of  235  respondents collected  from  seven  locations  in  the  Lhokseumawe,  Aceh.  Partial  least  square -structural equation modeling- (PLS-SEM) was used to test the research hypotheses. The results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.



Service Quality; Islamic Banking; WOM; Loyalty; Customer Satisfaction

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DOI: 10.15408/aiq.v7i1.1357


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