Customer Satisfaction, Customer Loyalty, and Market Orientation Through Service Quality: a case study of Islamic Banking in Indonesia

Rizkya Yunita Anggraini, Muhammad Iqbal Fasa, Suharto suharto


This study aims to examine: 1) the impact of marketplace orientation on client pleasure. 2) The impact of the carrier is great on patron pride. 3) the effect of marketplace orientation on customer loyalty. 4) the impact of provider satisfaction on patron loyalty. 5) the effect of consumer satisfaction on patron loyalty. 6) the effect of marketplace orientation on consumer loyalty via customer pleasure. 7) service great towards purchaser loyalty via client satisfaction. The sample of this examination is a hundred and seventy respondents; records series use on-line-survey. The evaluation approach used is Structural Equation Modeling with AMOS. The result is: 1) market orientation has a tremendous and sizable impact on purchaser satisfaction. 2) service best has a superb giant impact on client pleasure. 3) marketplace orientation has a trifling impact on customer loyalty. 4) carrier pleasantness has a tremendous-tremendous effect on consumer loyalty. 5) Customer delight has a superb-large effect on client loyalty. 6) marketplace orientation has an effective and extensive effect on consumer loyalty via purchaser satisfaction. 7) service satisfaction affects loyalty via patron pleasure. improve market orientation so that patron loyalty is stated through consumer satisfaction. further, enhance marketplace orientation through customer satisfaction to offer improved constancy to customers.


Customer Satisfaction; Customer Loyalty; Market Orientation; Service Quality

Full Text:



Anouze, A. L. M., Alamro, A. S., & Awwad, A. S. (2019). Customer satisfaction and its measurement in Islamic banking sector: a revisit and update. Journal of Islamic Marketing, 10(2), 565–588.

Bacile, T. J., Wolter, J. S., Allen, A. M., & Xu, P. (2018). The Effects of Online Incivility and Consumer-toConsumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery. Journal of Interactive Marketing, 44, 60–81. /10.1016/j.intmar.2018.04.002

Bharadwaj, N., & Shipley, G. M. (2020). Salesperson communication effectiveness in a digital sales interaction 11The authors benefited from helpful comments from: our anonymous reviewers, session participants at the 3rd Annual Industrial Marketing Management Summit at the Fox School of Business. Industrial Marketing Management, 90, 106–112.

Biswas, A., Jaiswal, D., & Kant, R. (2021). Augmenting bank service quality dimensions: moderation of perceived trust and perceived risk. International Journal of Productivity and Performance Management, ahead-of-print(ahead-of-print).

Chan, J., & Gao, Y. L. (2021). Measuring the up-to-date quality of online food delivery: formative index construction. International Journal of Contemporary Hospitality Management, 33(12), 4550–4568.

Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289–300.

Distanont, A., & Khongmalai, O. (2018). The role of innovation in creating a competitive advantage. Kasetsart Journal of Social Sciences.

Duffy, J. A. M., Miller, J. M., & Bexley, J. B. (2006). Banking customers’ varied reactions to service recovery strategies. International Journal of Bank Marketing, 24(2), 112–132.

Gillan, S. L., Koch, A., & Starks, L. T. (2021). Firms and social responsibility: A review of ESG and CSR research in corporate finance. Journal of Corporate Finance, 66, 101889.

González-Cruz, T. F., Botella-Carrubi, D., & Martínez-Fuentes, C. M. (2019). Supervisor leadership style, employee regulatory focus, and leadership performance: A perspectivism approach. Journal of Business Research.

Gross, H. P., Inderfurth, S., & Willems, J. (2021). Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention. Journal of Business Research, 134, 405–413.

Hayati, K., & Caniago, I. (2012). Islamic Work Ethic: The Role of Intrinsic Motivation, Job Satisfaction, Organizational Commitment and Job Performance. Procedia - Social and BehavioraSciences,65,272–277.

Ho, K. L. P., Nguyen, C. N., Adhikari, R., Miles, M. P., & Bonney, L. (2017). Exploring market orientation, innovation, and financial performance in agricultural value chains in emerging economies. Journal of Innovation & Knowledge, 3(3), 154–163.

Hossain, M. A., Jahan, N., & Kim, M. (2021). A multidimensional and hierarchical model of banking services and behavioral intentions of customers. International Journal of Emerging Markets, ahead-of-print(ahead-of print).

Jawaid, S. T., Siddiqui, A. H., Kanwal, R., & Fatima, H. (2021). Islamic banking and customer satisfaction in Pakistan: evidence from internal and external customers. Journal of Islamic Marketing, ahead-of-print(ahead of-print).

Kim, K., Hong, E., & Rho, S. (2013). The study of defined buying factors affecting trust building and service performance in financial management systems. Mathematical and Computer Modelling, 58(1), 38–48.

Lu, Y., & Chen, Y. (2021). Is China’s agricultural enterprise growing steadily? Evidence from listed agricultural companies. Chinese Journal of Population, Resources and Environment, 19(2), 203–212.

Marinkovic, V., & Obradovic, V. (2015). Customers’ emotional reactions in the banking industry. International Journal of Bank Marketing, 33(3), 243–260.

Marques, C. S., Santos, G., Marques, V., & Ramos, E. (2018). The impact of knowledge creation, acquisition and transfer on innovation in the healthcare sector. Proceedings of the European Conference on Knowledge Management, ECKM, 1, 494–502.

Mashur, R., Gunawan, B. I., Ashoer, M., Hidayat, M., Perdana, H., & Putra, K. (2019). Moving From Traditional to Society 5 . 0 : Case study by Online Transportation Business. Journal Distribution Science, 9, 93–102.

Mihajat, M. I. S. (2019). Governance Framework in IFIs in Oman: Issues and Challenges. In T. Azid, A. A. Alnodel, & M. A. Qureshi (Eds.), Research in Corporate and Shari’ah Governance in the Muslim World: Theory and Practice (pp. 249–260). Emerald Publishing Limited.

Mittal, D., & Agrawal, S. R. (2022). Determining banking service attributes from online reviews: text mining and sentiment analysis. International Journal of Bank Marketing, 40(3), 558–577.

Narver, J. C., & Slater, S. F. (1990). The Effect of a Market Orientation on Business Profitability. Journal of Marketing, 54(4), 20–35.

Nor, N. M., Bahari, N. A. S., Adnan, N. A., Kamal, S.M.Q.S., & Ali, I. M. (2016). The Effects of Environmental Disclosure on Financial Performance in Malaysia. Procedia Economics and Finance, 35, 117–126.

Nurhilalia, Rahman Kadir, A., Mahlia, M., Jusni, & Aditya, H. P. K. P. (2019). Determinant of market orientation on SME performance: RBV and SCP perspective. In Journal of Distribution Science (Vol. 17, Issue 9, pp. 35–45).

Padlet, S. F., Reimers, V., Mokhlis, S., Anuar, M. M., & Ahmad, A. (2020). Keep up the good work in research universities: An importance-performance analysis. Australasian Marketing Journal (AMJ), 28(2), 128–138.

Rammal, H. G., & Parker, L. D. (2013). Islamic banking in Pakistan: A history of emergent accountability and regulation. Accounting History, 18(1), 5–29.

Roberts-Lombard, M. (2020). Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective. Journal of Islamic Marketing, 11(6), 1851–1871.

Sari, M. D., Bahari, Z., & Hamat, Z. (2016). History of Islamic banks in Indonesia: Issues behind its establishment. International Journal of Finance and Banking Research, 2(5), 178–184.

Sharma, A., Sharma, S., & Chaudhary, M. (2020). Are small travel agencies ready for digital marketing? Views of travel agency managers. Tourism Management, 79, 104078.

Shulga, L. V. (2021). Front-line employee self-determination in value Co-Creation: Generational profiles. Journal of Hospitality and Tourism Management, 48, 479–491.

Sikdar, P., & Makkad, M. (2015). Online banking adoption. International Journal of Bank Marketing, 33(6), 760–785.

Turner, M. J., Way, S. A., Hodari, D., & Witteman, W. (2017). Hotel property performance: The role of strategic management accounting. International Journal of Hospitality Management, 63, 33–43.

Utama, A. S. (2018). History and development of Islamic banking regulations in the national legal system of Indonesia. Al-’Adalah, 15(1), 37–50.

Zebal, M., Ferdous, A., & Chambers, C. (2019). An integrated model of marketing knowledge – a tacit knowledge perspective. Journal of Research in Marketing and Entrepreneurship, 21(1), 2–18.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.

Article metrics

Abstract views : 802 | views : 285


  • There are currently no refbacks.

Copyright (c) 2022 Rizkya Yunita Anggraini, Muhammad Iqbal Fasa, Suharto suharto suharto

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Indexed By:

        BASE Logo     


AddressJl. Raya Bojongsari, Pondok Rangga, Kec. Sawangan, Kota Depok, Jawa Barat 16517, Indonesia