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

Adhan Hukama


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.


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

Full Text:



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.

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.

Ahmadi, A. (2019). Thai Airways: key influencing factors on customers’ word of mouth. International Journal of Quality and Reliability Management, 36(1), 40–57.

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.

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

Allport, G. W., & Ross, J. M. (1967). Personal Religious Orientation and Prejudice. Journal of Personality and Social Psychology, 5(4), 432–443.

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.

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.

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.

Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of Marketing, 66(3), 1–17.

Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi‐dimensional perspective. In European Journal of Marketing (Vol. 33, Issues 11–12).

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.

Brooks, R. C. (1957). “Word-of-Mouth” Advertising in Selling New Products. Journal of Marketing, 22(2), 154.

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).

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.

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.

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.

Choudhury, K. (2014). Service quality andword of mouth: A study of the banking sector. International Journal of Bank Marketing, 32(7), 612–627.

Cohen, L., Manion, L., & Morrison, K. (2007). Research Methods in Education. Research Methods in Education.

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.

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.

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

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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. 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.

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.

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.

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.

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.

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.

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.

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.

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.

Valarie A. Zeithaml, L. L. B. and A. P. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46.

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.

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.


  • There are currently no refbacks.