Peran Mediasi Customer Satisfaction Pada Pengaruh Service Convenience Dan Religious Motive Terhadap Word Of Mouth Nasabah Bank Syari’ah

Authors

  • Adhan Hukama Universitas YARSI

DOI:

https://doi.org/10.29040/jiei.v9i3.10897

Keywords:

service convenience, religious motives, customer satisfaction, word of mouth, sharia banking

Abstract

This research focuses on studying how service convenience and religious motives influence word of mouth and whether customer satisfaction mediates service convenience and religious motives on word of mouth of Syari'ah Bank customers in DKI Jakarta and West Java. A total of 119 respondents were involved in this research. In this research, the data analysis method used is Structural Equation Modeling-Partial Least Squares (SEM-PLS). This research revealed religious motives and service convenience on customer satisfaction. Apart from that, religious motives influence word of mouth. Meanwhile, service convenience has no effect on customer satisfaction. The results of mediation testing in this research show that customer satisfaction is proven to be able to mediate the influence of service convenience and religious motives on word of mouth of Syari'ah Bank customers.

References

Abdul Rehman, A., & Masood, O. (2012). Why do customers patronize Islamic banks? A case study of Pakistan. Qualitative Research in Financial Markets, 4(2–3), 130–141. https://doi.org/10.1108/17554171211252475

Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044

Ahmadi, A. (2019). Thai Airways: key influencing factors on customers’ word of mouth. International Journal of Quality and Reliability Management, 36(1), 40–57. https://doi.org/10.1108/IJQRM-02-2018-0024

Al-Msallam, S. (2015). The Relationship between Customer Satisfaction and Customer Loyalty in the Banking Sector in Syria. Journal of Marketing and Consumer Research An International Peer-Reviewed Journal, 7, 27–35. www.iiste.org

Albaity, M., & Rahman, M. (2021). Customer loyalty towards Islamic Banks: The Mediating Role of Trust and Attitude. Sustainability (Switzerland), 13(19), 1–19. https://doi.org/10.3390/su131910758

Allport, G. W., & Ross, J. M. (1967). Personal Religious Orientation and Prejudice. Journal of Personality and Social Psychology, 5(4), 432–443. https://doi.org/10.1037/h0021212

Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627

Amir Khazaei, Hadi Manjiri, Ebrahim Samiey, H. N. (2014). The Effect of Service Convenience on Customer Satisfaction and Behavioral Intention in Food Delivery Apps. International Journal of Basic Sciences & Applied Research., 3(1), 16–23.

Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5–17.

Arndt, J. (1967). Role of Product-Related Conversations in the Diffusion of a New Product. Journal of Marketing Research, 4(3), 291. https://doi.org/10.2307/3149462

Awan, H. M., & Bukhari, K. S. (2011). Customer’s criteria for selecting an Islamic bank: Evidence from Pakistan. Journal of Islamic Marketing, 2(1), 14–27. https://doi.org/10.1108/17590831111115213

Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of Marketing, 66(3), 1–17. https://doi.org/10.1509/jmkg.66.3.1.18505

Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multiâ€dimensional perspective. In European Journal of Marketing (Vol. 33, Issues 11–12). https://doi.org/10.1108/03090569910292285

Bravo, R., Montaner, T., & Pina, J. M. (2009). The role of bank image for customers versus non-customers. International Journal of Bank Marketing, 27(4), 315–334. https://doi.org/10.1108/02652320910968377

Brooks, R. C. (1957). “Word-of-Mouth†Advertising in Selling New Products. Journal of Marketing, 22(2), 154. https://doi.org/10.2307/1247212

Çalık, N., & Balta, N. F. (2006). Consumer satisfaction and loyalty derived from the perceived quality of individual banking services: A field study in Eskişehir from Turkey. In Journal of Financial Services Marketing (Vol. 10, Issue 4, pp. 135–149). https://doi.org/10.1057/palgrave.fsm.4760020

Chang, Y. W., & Polonsky, M. J. (2012). The influence of multiple types of service convenience on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure setting. International Journal of Hospitality Management, 31(1), 107–118. https://doi.org/10.1016/j.ijhm.2011.05.003

Chen, M. C., Chang, K. C., Hsu, C. L., & Yang, I. C. (2011). Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model. Asia Pacific Journal of Marketing and Logistics, 23(3), 386–410. https://doi.org/10.1108/13555851111143277

Chin, W. W. (1998). The Partial Least Squares Approach to Structural Equation Modeling. April, 44.

Choudhury, D., & Bhattacharjee, D. (2018). Satisfaction an Antecedent of Word-of-mouth among Electronic Banking Users: A Study on Salaried Employees. Jindal Journal of Business Research, 7(2), 135–154. https://doi.org/10.1177/2278682118785800

Choudhury, K. (2014). Service quality andword of mouth: A study of the banking sector. International Journal of Bank Marketing, 32(7), 612–627. https://doi.org/10.1108/IJBM-12-2012-0122

Cohen, L., Manion, L., & Morrison, K. (2007). Research Methods in Education. Research Methods in Education. https://doi.org/10.4324/9780203029053

Colwell, S. R., Aung, M., Kanetkar, V., & Holden, A. L. (2008). Toward a measure of service convenience: Multiple-item scale development and empirical test. Journal of Services Marketing, 22(2), 160–169. https://doi.org/10.1108/08876040810862895

Dai, H., & AF Salam. (2009). Determinants and Influences of Service Convenience in Electronic Mediated Environment (EME): an Empirical Study of Chinese Consumers. Proceedings of the Fifteenth Americas Conference on Information Systems, San Francisco, California, 1–17. https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1490&context=amcis2009

Essoo, N., & Dibb, S. (2004). Religious Influences on Shopping Behaviour: An Exploratory Study. Journal of Marketing Management, 20(7–8), 683–712. https://doi.org/10.1362/0267257041838728

Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269–289. https://doi.org/10.1108/JIMA-04-2017-0048

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks. Sage, 165.

Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001

Hair Jr, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (Seventh Edition). Pearson New International Edition, 1–729.

Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277–319. https://doi.org/10.1108/S1474-7979(2009)0000020014

Jiang, L. (Alice), Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), 191–214. https://doi.org/10.1108/09564231311323962

Johnson, B. R., Jang, S. J., Larson, D. B., & De Li, S. (2001). Does adolescent religious commitment matter? A reexamination of the effects of religiosity on delinquency. Journal of Research in Crime and Delinquency, 38(1), 22–44. https://doi.org/10.1177/0022427801038001002

Joseph F Hair, J., Hult, G. T. M., Ringle, C. M., & and Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). SAGE Publications Ltd.

Karami, M., & Elahinia, N. (2019). The influence of service quality on Iranian students satisfaction, loyalty and WOM: A case study of North Cyprus. Pressacademia, 6(1), 21–34. https://doi.org/10.17261/pressacademia.2019.1031

Kaura, V., Prasad, C. S. D., & Sharma, S. (2014). Impact of Service Quality, Service Convenience and Perceived Price Fairness on Customer Satisfaction in Indian Retail Banking Sector. Management and Labour Studies, 39(2), 127–139. https://doi.org/10.1177/0258042X14558188

Kock, N. (2021). WarpPLS user manual : Version 7.0. In ScriptWarp Systems.

Koli, D. Y., & Sularso, A. (2019). Digital Digital Repository Repository Universitas Universitas Jember Jember Digital Digital Repository Repository Universitas Universitas Jember The Effect of Service Quality on Consumer Satisfaction , Word of Mouth , Brand Trust and Decision to Choose Ba. Archives of Business Research, 7(7), 21–30. https://doi.org/10.14738/abr.77.6781.

Kotler, P., & Armstrong, G. (2017). Principles of Marketing, Seventeenth Edition. In Pearson.

Kurniawan, A. A., Kartawan, Murni, S., & Wihuda, F. (2019). Assessing the effects of service convenience on customer behavioral intention in low–cost hotel: The mediating role of customer satisfaction and perceived service value. International Journal of Scientific and Technology Research, 8(10), 2368–2378.

Lehtinen, U. L. & J. R. (1991). Two approaches to service quality dimensions. The Service Industries Journal, 11(3), 287–303. https://doi.org/10.1080/02642069100000047

Lew G. Brown. (1989). The Strategic and Tactical Implications of Convenience in Consumer Product Marketing. Journal of Consumer Marketing, 6(3), 13–19.

Liang, C. J., & Wang, W. H. (2005). The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty. Service Industries Journal, 26(2), 119–145. https://doi.org/10.1080/02642060500369131

Mahadin, B. K., & Akroush, M. N. (2019). A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan. International Journal of Emerging Markets, 14(4), 639–667. https://doi.org/10.1108/IJOEM-10-2017-0414

Maria Abdul-Rahman, Mona Fairuz Ramli, A. C. (2019). The Role of Satisfaction as a Mediator on The Relationships Between Usage Intention and Word of Mouth of Islamic Bank Products and Their Determinants. Voice of Academia (VOA), 15(1), 39–51.

Mukerjee, K. (2018). The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: Investigating the mediating effect of loyalty. Journal of Financial Services Marketing, 23(1), 12–24. https://doi.org/10.1057/s41264-018-0039-8

Oliver, R. L. (2015). Satisfaction: A Behavioural Perspective on the Consumer (Second Edi). Routledge.

Qadeer, S. (2013). Service Quality & Customer Satisfaction: A case study in Banking Sector. University of Gavle, November, 1–101.

Rodliyya, Z. R. (2008). Pengaruh jumlah kantor layanan syariah terhadap penghimpunan dana pihak ketiga pada bni syariah. https://repository.uinjkt.ac.id/dspace/bitstream/123456789/19240/1/ZIDNI ROBBY RODLIYYA-FSH.pdf

Roy, S. K., Lassar, W. M., & Shekhar, V. (2016). Convenience and satisfaction: mediation of fairness and quality. Service Industries Journal, 36(5–6), 239–260. https://doi.org/10.1080/02642069.2016.1186657

Şahin, A., Zehir, C., & Kitapçi, H. (2011). The effects of brand experiences, trust and satisfaction on building brand loyalty; an empirical research on global brands. Procedia - Social and Behavioral Sciences, 24, 1288–1301. https://doi.org/10.1016/j.sbspro.2011.09.143

Seiders, K., Voss, G. B., Godfrey, A. L., & Grewal, D. (2007). SERVCON: Development and validation of a multidimensional service convenience scale. Journal of the Academy of Marketing Science, 35(1), 144–156. https://doi.org/10.1007/s11747-006-0001-5

Shirsavar, H. A., Gilaninia, S., & Almani, A. M. (2012). A Study of factors influencing positive word of mouth in the Iranian banking industry. Middle East Journal of Scientific Research, 11(4), 454–460.

Srouji, Anan Fathi, Mohd Suberi Ab Halim, Z. L. & M. E. H. (2015). Determinants of Bank Selection Criteria ’ S in Relation To Jordanian Islamic and Conventional Banks. International Journal of Economics, Commerce and Management United Kingdom, 3(10), 294–306.

Subhani MI, Syed Akif Hasan, Muhammad Fayzan Rafiq, M. N. & A. O. (2012). Consumer Criteria for the Selection of an Islamic Bank: Evidence from Pakistan. International Research Journal of Finance and Economics, 94.

Suhartanto, D., Gan, C., Sarah, I. S., & Setiawan, S. (2020). Loyalty towards Islamic banking: service quality, emotional or religious driven? Journal of Islamic Marketing, 11(1), 66–80. https://doi.org/10.1108/JIMA-01-2018-0007

Sutanto, F., & Keni, K. (2021). Pengaruh Service Quality, Service Convenience, dan Perceived Price and Fairness terhadap Loyalitas Nasabah Bank dengan Kepuasan Nasabah sebagai Variabel Mediasi. Jurnal Manajemen Bisnis Dan Kewirausahaan, 5(2), 129. https://doi.org/10.24912/jmbk.v5i2.11180

Taghizadeh, H., Taghipourian, M. J., & Khazaei, A. (2013). The effect of customer satisfaction on word of mouth communication. Research Journal of Applied Sciences, Engineering and Technology, 5(8), 2569–2575. https://doi.org/10.19026/rjaset.5.4698

Tara, N., Irshad, M., Khan, M. R., Yamin, M., & Rizwan, M. (2014). Factors Influencing Adoption of Islamic Banking: A Study from Pakistan. Journal of Public Administration and Governance, 4(3), 352. https://doi.org/10.5296/jpag.v4i3.6677

Usman, H., Tjiptoherijanto, P., Balqiah, T. E., & Agung, I. G. N. (2017). The role of religious norms, trust, importance of attributes and information sources in the relationship between religiosity and selection of the Islamic bank. Journal of Islamic Marketing, 8(2), 158–186. https://doi.org/10.1108/JIMA-01-2015-0004

V. Wangenheim, F., & Bayón, T. (2007). The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition. Journal of the Academy of Marketing Science, 35(2), 233–249. https://doi.org/10.1007/s11747-007-0037-1

Valarie A. Zeithaml, L. L. B. and A. P. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1007/978-3-319-10996-1_3

Villanueva, J., Yoo, S., & Hanssens, D. M. (2008). The Impact of Marketing-Induced versus Word-of-Mouth Customer Acquisition on Customer Equity Growth. Journal of Marketing Research, 45(1), 48–59. https://doi.org/10.1509/jmkr.45.1.048

Vinnarasi B, Kumar, N., Ganesh, C., Agarwal, A., & Phaneendra Maguluri, L. (2022). Service Quality & Customer Satisfaction With Special Reference To Banking Sector. Journal of Positive School Psychology, 2022(5), 1477–1485.

Westbrook, R. A. (1987). Marketing management : analysis, planning, implementation and control. Journal of Marketing Management (Vol. 7). Journal of Marketing Research, XXIV(August), 258–270.

Downloads

Published

23-11-2023

How to Cite

Hukama, A. (2023). Peran Mediasi Customer Satisfaction Pada Pengaruh Service Convenience Dan Religious Motive Terhadap Word Of Mouth Nasabah Bank Syari’ah. Jurnal Ilmiah Ekonomi Islam, 9(3), 4353–4363. https://doi.org/10.29040/jiei.v9i3.10897

Citation Check

Similar Articles

1 2 3 4 5 6 7 8 9 10 > >> 

You may also start an advanced similarity search for this article.