A Developing Model of Relationship Among Service Quality, Consumer Satisfaction, Loyalty, and Word of Mouth in Islamic Banking. 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
Real Time Impact Factor:
1.33333
Author Name: Suryani Suryani, Hendryadi Hendryadi
URL: View PDF
Keywords: Service Quality; Islamic Banking; WOM; Loyalty; Customer Satisfaction
ISSN: 2087-135X
EISSN: 2407-8654
EOI/DOI:
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