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Pengaruh E-Service Quality Dan Brand Image Terhadap Loyalitas Nasabah Bank Syariah Di Indonesia Dengan Variabel Moderasi Religiusitas

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"Goal : This study examines the factors influencing customer loyalty to Islamic
banking in Indonesia in the current technological era. Using quantitative methods,
this study applies Expectancy Confirmation Theory (ECT) to test the influence of eservice quality, brand image, and religiosity as moderating variables.
Methode : This study used the PLS-SEM method. Primary data were collected from
161 users of Islamic bank mobile banking applications in Jabodetabek through an
online questionnaire. The data were then analyzed using partial least squares
structural equation modeling (PLS-SEM) using SmartPLS software version 4.0.
Fact/Finding : The results of the study indicate that e-service quality (efficiency
and compensation), brand image, and religiosity significantly influence customer
loyalty in Islamic banks in Indonesia. However, e-service quality (responsiveness)
did not significantly influence customer loyalty. Furthermore, religiosity, as a
moderating variable for e-service quality and brand image, did not significantly
influence customer loyalty in Islamic banks in Indonesia."

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Detail Information

Series Title

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Call Number

REF 332.1 PUT p

Publisher

Bogor : Universitas Tazkia., 2025

Collation

MES

Language

Indonesia

ISBN/ISSN

NIM.2120405010

Classification

332.1

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

religiosity
Brand Image
Loyalty
E-Service Quality
Expectancy Confirmation Theory

Specific Detail Info

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Statement of Responsibility

Amanda Riany Putri

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