Study on the influence of Islamic Customer Engagement and Religiosity on Customer Loyalty (Study on Sharia Bank Customers in Malang)

Abstract

Islamic banks need loyal customers in order to survive and improve their performance in banking competition. The image of Islamic banks is still lagging behind conventional banks. This situation is one of the challenges of Islamic banks to develop and become a bank used by many customers both Muslim and non-Islamic. For a Muslim using Islamic banking is a religious guidance that must be obeyed and implemented. This study examines the influence of religiosity and Islamic customer engangement on the loyalty of Islamic bank customers in Malang City. Data analysis using SEM-PLS. The results indicate all hypotheses are accepted, i.e. there is a positive and significant influence between religiosity and Islamic customer engangement on loyalty, imagery to loyalty. Keywords: Religiosity, Islamic Customer Engangement, Loyalty, Sharia Bank