The Relationship Between Religiosity, Service Quality, Customer Satisfaction and Customer Loyalty

Abstract

This study examines the influence of religiosity, service quality and customer satisfaction on customer loyalty. This study was conducted to 200 customers of Islamic Bank in Payakumbuh City as the samples. We employed Structural Equation Modeling by using AMOS 24 as the data analysis software package. The results showed that religiosity has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, religiosity has no significant effect on customer loyalty, service quality has no significant effect on customer loyalty However, the result found that customer satisfaction has positive and significant effect on customer loyalty. Furthermore, some limitations and future study are discussed.