Determinants Satisfaction Influence and Loyalty of Indonesian Sharia Bank Customers


  • Syahril Hasan Institute of Economic Science Department of Management


Servqual, Shariah, Satisfaction, Religious, loyalty


Islamic banking is a banking system that grows based on Islamic law. In Indonesia, the Islamic banking system is developing rapidly, one of which is in the East Kalimantan region. The purpose of this research is to find out and determine the variables that influence customer satisfacton and loyalty to Indonesian Islamic banks in the province of East Kalimantan. The problem is the development and growth, which continued to decline during the merger to become an Indonesian Islamic Bank. Methodology: Researchers used primary data collection methods through survey questionnaires to collect initial data from selected students. Wap-PLS is used to check item and construction reliability and the relationship between constructs. Finding: Indirect effect of banking service quality, shariah compliance, and religious variable on customer loyalty through customer satisfaction has a significant influence, meaning that satisfaction in its influence is successful and capable of acting as an intervening variable. Results of the Structural Model Testing is bank service quality significant to loyalty, and sharia compliance. Religion has no significant on loyalty, and satisfaction significant to loyalty.


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How to Cite

Syahril Hasan. (2023). Determinants Satisfaction Influence and Loyalty of Indonesian Sharia Bank Customers. Proceeding ADRI International Conference on Multidisciplinary Research, 1(1), 8–15. Retrieved from