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The Effect of Islamic Brand Image, Islamic Service Quality, and Customer Satisfaction on Customer Loyalty in Islamic Banking

Year: 2026

Type: article

Abstract: This study examines the effects of Islamic brand image, Islamic service quality, and customer satisfaction on customer loyalty in the Islamic banking sector, particularly in the context of increasing competition among Islamic financial institutions. This study adopts a quantitative approach using survey data from 140 Islamic bank customers. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS v. 3.2.9. The results reveal that Islamic Brand Image, Islamic Service Quality, and Customer Satisfaction positively influence Customer Loyalty, with Islamic Service Quality as the most dominant factor. These findings suggest that customer loyalty is strengthened by the consistency of sharia compliant service delivery, supported by a strong Islamic brand and satisfying service experiences. This study provides empirical evidence on the key determinants of customer loyalty in Islamic banking and highlights the central role of sharia compliant service quality alongside Islamic branding and customer satisfaction.

Source: Al-Mashrafiyah Jurnal Ekonomi Keuangan dan Perbankan Syariah

Authors: Krisnanda, Krisnanda, Putri Nadia, Linda, Fatkhin Nisa, Rizka, Nilnal Munachifdlil’ula, Ahmad

Institution: Muria Kudus University

Language: English

Topic: Islamic Finance and Banking Studies

Subfield: Accounting

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W7219385342

FWCI:

Cites: 27

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Related to: 10