Zaitun Setiawati, M. Shabri Abd. Majid, Zulkifli Zulkifli, Maulidar Agustina, Jalaluddin, Muhammad Haris Riyaldi
This study aims to measure and analyze the moderating role of bank reputation on the effects of service quality and sharia governance on loyalty of the customers of Bank Syariah Indonesia (BSI) in Banda Aceh City, Indonesia. Of the 39,872 BSI customers, 125 of them were selected as the sample of the study using a purposive sampling technique. Primary data collection was carried out by distributing questionnaires to respondents and analyzed using the Structural Equation Modeling (SEM) technique. The results of the study revealed that sharia governance and service quality have a significant positive effect on customer loyalty. The bank reputation has a significant moderated role in enhancing the effects on sharia governance and service quality on customer loyalty. These empirical results showed the importance of improving the quality of service and sharia governance in increasing customer loyalty would be enhanced by continuous improvements of bank reputation. © 2023 IEEE.
Universitas Syiah Kuala (USK), Faculty of Economics and Business, Department of Economics, Banda Aceh, Indonesia; Uin Ar-Raniry, Faculty of Islamic Economics and Business, Department of Sharia Economics, Banda Aceh, Indonesia
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