Increasing Customer Trust in Islamic Bank: Role of Service Quality and Satisfaction
-
Nur Hidayati
*
Universitas Islam Malang, Malang,
Indonesia
- Rifki Hanif Institut Teknologi dan Bisnis Asia, Malang, Indonesia
- Hafid Aditya Pradesa Politeknik STIA LAN Bandung, Bandung, Indonesia
- Iin Agustina Universitas Bandung, Bandung, Indonesia (*) Corresponding Author
Abstract
The financial services sector, particularly banking, fundamentally relies on trust as a cornerstone of its business operations. For bank customers, trust is a critical factor influencing their decision to establish and maintain transactional relationships, including the utilization of financial services. This research aims to comprehensively examine how electronic service quality (e-service quality) and customer satisfaction contribute to enhancing customer trust in Islamic Banks. Employing university students enrolled in Islamic higher education institutions in Malang, East Java, Indonesia, as the unit of analysis, this study adopts a quantitative approach. Data were collected from a sample of 97 Islamic bank customers through online questionnaires and analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. Result show that E-Service Quality has a positive and significant effect on Customer Satisfaction with a path coefficient (β) of 0.798. This is the largest coefficient among the relationships studied, indicating a strong positive effect. Furthermore, Customer Satisfaction also shows a positive and significant influence on Customer Trust with a path coefficient (β) of 0.611. Lastly, the direct effect of E-Service Quality on Customer Trust has a path coefficient (β) of 0.199, which is not significant. The research findings indicate that e-service quality exerts the most substantial positive and significant influence on customer satisfaction within the tested research model. However, the analysis reveals that e-service quality does not have a direct significant impact on customer trust. Instead, customer trust is significantly influenced by the level of satisfaction experienced by customers. The crucial implication of this study lies in the affirmation of customer satisfaction as a primary outcome of e-service quality and simultaneously a key determinant in building customer trust, specifically within the context of Islamic bank customers. These results underscore the importance for Islamic banking institutions to prioritize the enhancement of their e-service quality to cultivate high levels of customer satisfaction, which will ultimately strengthen customer trust and long-term loyalty. This research provides empirical contributions to understanding the dynamics of trust in the Islamic banking context and offers strategic implications for bank management.
Downloads
References
Agia, L. N., & Nurjannah, H. (2022). Analisis Kualitas Layanan Bank Syariah Indonesia Menggunakan Importance Performance Analysis. COSTING : Journal of Economic, Business and Accounting, 5(2), 1570–1574.
Agritika, D. F., Hartoyo, H., & Suharjo, B. (2024). The Effect of E-Service Quality Through Customer Satisfaction and Customer Trust on Customer Loyalty of Klik Indomaret Users. Indonesian Journal of Business and Entrepreneurship, 10(1), 203–213.
Alshurideh, M. T., Al Kurdi, B., Aburayya, A., Al-Khayyal, A., & Alshurideh, M. (2020). The Impact of Electronic Service Quality Dimensions on Customers’ E-Shopping and E-Loyalty via the Impact of E-satisfaction and E-Trust: AQualitative Approach. International Journal of Innovation, Creativity and Change. Www.Ijicc.Net, 14(9), 257–281. www.ijicc.net
Arilaha, M. A., Fahri, J., & Buamonabot, I. (2021). Customer Perception of E-Service Quality: An Empirical Study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(6), 287–295. https://doi.org/10.13106/jafeb.2021.vol8.no6.0287
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Çelik, K. (2021). The effect of e-service quality and after-sales e-service quality on e-satisfaction. Business & Management Studies: An International Journal, 9(3), 1137–1155. https://doi.org/10.15295/bmij.v9i3.1898
Dahlia, I., Vikaliana, R., & Purnaya, I. N. (2022). Kualitas Pelayanan Terhadap Kepuasan Konsumen PT Pos Indonesia Cabang Kota Baru Kalimantan Barat. Journal of Business and Economics Research (JBE), 3(1), 1–5. https://doi.org/10.47065/jbe.v3i1.1402
Diputra, I. G. A. W. M., & Yasa, N. N. K. (2021). The Influence of Product Quality, Brand Image, Brand Trust on Customer Satisfaction and Loyalty. American International Journal of Business Management (AIJBM), 4(01), 25–34.
Erpurini, W., Alamsyah, N., & Kencana, R. (2022). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Konsumen dan Dampaknya Pada Kepercayaan Konsumen Lazada. Jurnal Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 3(4), 5. https://doi.org/10.47065/ekuitas.v3i4.1524
Fadhillah, A., Zebua, Y., & Prayoga, Y. (2021). Analysis of Information Quality, Trust and Satisfaction on Customer Participation (Case Study on Customer Online Shop Shopee In Rantauprapat). Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 3039–3051. https://doi.org/10.33258/birci.v4i2.2010
Fikriyah, K., & Rahmawati, R. (2022). Analisis Minat Menabung di Bank Syariah Pada Santri Pondok Pesantren Attaqwa Pusat Putri Bekasi. Al-Bank: Journal of Islamic Banking and Finance, 2(1), 54. https://doi.org/10.31958/ab.v2i1.5443
Halim, E., Claudia, L., & Hebrard, M. (2023). The Impact of Customer Satisfaction, Customer Experience, E-Service Quality to Customer Trust in Purchasing Digital Product at the Marketplace. Jurnal Aplikasi Manajemen, 21(3), 567–577.
Hanif, R., Astuti, W., & Sunardi, S. (2024). The Mediating Role of Customer Satisfaction in the Effect of Perceived Enjoyment on Customer Trust in Online Investment Application. Innovation Business Management and Accounting Journal, 3(1), 18–29. https://doi.org/10.56070/ibmaj.2024.003
Haron, R., Abdul Subar, N., & Ibrahim, K. (2020). Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust. Islamic Economic Studies, 28(1), 3–23. https://doi.org/10.1108/ies-12-2019-0041
Hidayati, N., Pradesa, H. A., & Agustina, I. (2024). Key determinants of attitudes towards Islamic banks: An exploratory study among Islamic university students. Journal of Enterprise and Development (JED), 6(1), 37–48.
Janah, N., Medias, F., & Pratiwi, E. K. (2020). The intention of religious leaders to use Islamic banking services: the case of Indonesia. Journal of Islamic Marketing, 12(9), 1786–1800. https://doi.org/10.1108/JIMA-01-2020-0012
Kalia, P., & Paul, J. (2021). E-service quality and e-retailers: Attribute-based multi-dimensional scaling. Computers in Human Behavior, 115, 106608. https://doi.org/10.1016/j.chb.2020.106608
Najmudin, M. (2020). Integrating Attitudes to Sharia Banks in a Customer Loyalty Model of Sharia Banks: An Evidence from Indonesia. Journal of Economics and Sustainable Development, 2014, 80–87. https://doi.org/10.7176/jesd/11-10-09
Nengsih, T. A., Arsa, A., & Putri, P. S. (2021). Determinan minat menabung masyarakat di Bank Syariah : Studi empiris di kota Jambi. Journal of Business and Banking, 11(1), 93–111. https://doi.org/10.14414/jbb.v11i1.2599
Pradesa, H. A., Agustina, I., & Zulvia, P. (2022). Mengurai Faktor Terpenting Pada Kualitas Pelayanan Pembiayaan Murabahah Pada Bank Perkreditan Rakyat Syariah. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 4(2), 725–734. https://doi.org/10.47065/ekuitas.v4i2.2419
Pratama, R. A., Prasetyo, W. B., & Ramli, A. H. (2023). E-Service Quality, E-Trust, E-Satisfaction And E-Loyalty In Online Shopping. Jurnal Ilmiah Manajemen Kesatuan, 11(3), 1377–1388. https://doi.org/10.37641/jimkes.v11i3.2313
Puspitarini, T. (2025). The Impact of Service Quality on Guest Satisfaction. Journal of Business and Economics Research (JBE), 6(1), 130–140. https://doi.org/10.47065/jbe.v6i1.6799
Rahman, M. S., Hossain, M. A., Zaman, M. H., & Mannan, M. (2020). E-service quality and trust on customer’s patronage intention: Moderation effect of adoption of advanced technologies. Journal of Global Information Management, 28(1), 39–55. https://doi.org/10.4018/JGIM.2020010103
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/TQM-02-2020-0019
Sardana, S., & Bajpai, V. N. (2020). E-banking service quality and customer satisfaction : an exploratory study on India. International Journal of Services and Operations Management, 35(2), 223–247.
Sari, D. N., Siswanto, S., Maksum, I., Abdani, F., Khan, R. B. F., Retnasih, N. R., Setiani, S., & Masyhuri, M. (2023). Determinant of Consumer Decision on Islamic Banking. EL DINAR: Jurnal Keuangan Dan Perbankan Syariah, 11(1), 115–135. https://doi.org/10.18860/ed.v11i1.17736
Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102. https://doi.org/10.5267/j.msl.2019.10.033
Singgalen, Y. A. (2024). Hotel Customer Satisfaction : A Comprehensive Analysis of Perceived Cleanliness , Location , Service , and Value. Journal of Business and Economics Research (JBE), 5(3), 352–369. https://doi.org/10.47065/jbe.v5i3.6016
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Vatolkina, N., Gorbashko, E., Kamynina, N., & Fedotkina, O. (2020). E-service quality from attributes to outcomes: The similarity and difference between digital and hybrid services. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), 1–21. https://doi.org/10.3390/joitmc6040143
Wilis, R. A., & Nurwulandari, A. (2020). The effect of E-Service Quality, E-Trust, Price and Brand Image Towards E-Satisfaction and Its Impact on E-Loyalty of Traveloka’s Customer. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 4(3), 1061–1099.
Bila bermanfaat silahkan share artikel ini
Berikan Komentar Anda terhadap artikel Increasing Customer Trust in Islamic Bank: Role of Service Quality and Satisfaction
Pages: 648-657
Copyright (c) 2025 Nur Hidayati, Rifki Hanif, Hafid Aditya Pradesa, Iin Agustina
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).
