The effect of service quality and shariah compliance on customer loyalty by mediating customer satisfaction

https://doi.org/10.35912/amor.v7i2.2538
Published: Nov 3, 2025

Abstract:

Purpose: This research to examine the influence of Service Quality and Shariah Compliance on Customer Loyalty; Service Quality and Shariah Compliance influence customer satisfaction; Customer Loyalty influences Customer Satisfaction; Service Quality and Shariah Compliance towards Customer Loyalty by mediating customer satisfaction.

Methodology/approach: This study uses a quantitative descriptive research. Taken from clients of PT Bank Syariah Indonesia KCP Makassar Panakukang with a test estimate of 150 respondents.

Results: Service quality, Shariah Compliance and customer satisfaction has a positive effect on customer loyalty; service quality and Shariah Compliance has a positive effect on customer satisfaction; service quality has a positive effect but Shariah Compliance has not effect on customer loyalty through customer satisfaction.

Conclusion: Of the seven hypotheses found, six were accepted but one hypothesis was rejected.

Limitations: A survey of 150 clients at one branch, which restricts the generalizability of the findings to all customers of PT Bank Syariah Indonesia in Makassar.

Contribution: It is hoped that the results of this research can provide information on marketing strategies in sharia practice, especially in improving service quality, sharia compliance, customer satisfaction in increasing customer loyalty.

Keywords:
1. Customer Loyalty
2. Customer Satisfaction
3. Service Quality
4. Shariah Compliance
Authors:
1 . Buyung Romadhoni
Universitas Muhammadiyah Makassar, Indonesia
2 . Asbi Amin
STIEM Bongaya Makassar, Indonesia
3 . Arnida Arnida
Universitas Handayani Makassar, Indonesia
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How to Cite
Romadhoni, B. ., Amin, A., & Arnida, A. (2025). The effect of service quality and shariah compliance on customer loyalty by mediating customer satisfaction. Annals of Management and Organization Research, 7(2), 221–232. https://doi.org/10.35912/amor.v7i2.2538
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Issue & Section
Vol. 7 No. 2 (2025): November
Articles
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

References

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    Alabboodi, A. S. (2019). The Effect Of Customer Satisfaction On Service Quality: The Case Of Iraqi Banks. International Journal of Applied Research, 5(1), 146-152.

    Asri, V. C. A. K., & Dwiayanto, B. M. (2022). Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Variabel Mediasi Kepuasan Pelanggan (Studi Pada Industri Rumah Tangga Jamu Putri Ayu Semarang). Diponegoro Journal of Management, 11(3).

    Astiti, N. N. A., & Tarantang, J. (2020). Kedudukan Sharia Compliance Perbankan Syariah Di Indonesia Perspektif Yuridis-Filosofis. Jurnal Al-Qardh, 5(2), 119-133. doi:https://doi.org/10.23971/jaq.v5i2.2454

    Cesariana, C., Juliansyah, F., & Fitriyani, R. (2022). Model Keputusan Pembelian Melalui Kepuasan Konsumen Pada Marketplace: Kualitas Produk Dan Kualitas Pelayanan (Literature Review Manajemen Pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(1), 211-224. doi:https://doi.org/10.38035/jmpis.v3i1.867

    Chen, S.-H., Chen, Y.-J., & Leung, W.-C. (2023). Analyzing Differences In Customer Satisfaction On The Video Streaming Platform Netflix. Annals of Management and Organization Research, 4(3), 193-209. doi:https://doi.org/10.35912/amor.v4i3.1554

    Chen, S.-H., & Shun, Y.-L. (2023). Integrating Importance-Satisfaction Model And Performance Evaluation Matrix To Improve Service Quality. International Journal of Financial, Accounting, and Management, 5(3), 373-386. doi:https://doi.org/10.35912/ijfam.v5i3.1641

    Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593. doi:https://doi.org/10.13106/jafeb.2021.vol8.no3.0585

    Dewi, D., Hajadi, F., Handranata, Y., & Herlina, M. (2021). The Effect Of Service Quality And Customer Satisfaction Toward Customer Loyalty In Service Industry. Uncertain supply chain management, 9(3), 631-636. doi:http://dx.doi.org/10.5267/j.uscm.2021.5.007

    Dzulkepli, S., & Barom, M. N. (2021). Financial Inclusion And The Goal Of Distributive Justice In Islamic Economics. The Journal of Muamalat and Islamic Finance Research, 18(1), 66-77. doi:https://doi.org/10.33102/jmifr.v18i1.330

    Gajewska, T., Zimon, D., Kaczor, G., & Madzík, P. (2020). The Impact Of The Level Of Customer Satisfaction On The Quality Of E-Commerce Services. International Journal of Productivity and Performance Management, 69(4), 666-684. doi:https://doi.org/10.1108/ijppm-01-2019-0018

    Handayani, P. T., Wijono, D., & Sulistyowati, E. (2022). Analisis Pengaruh Kualitas Pelayanan Pada Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi. JEMBA: JURNAL EKONOMI, MANAJEMEN, BISNIS DAN AKUNTANSI, 1(4), 655-666.

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    Khairawati, S. (2020). Effect Of Customer Loyalty Program On Customer Satisfaction And Its Impact On Customer Loyalty. International Journal of Research in Business and Social Science, 9(1), 15-23. doi:https://doi.org/10.20525/ijrbs.v9i1.603

    LaCaille, L. (2020). Theory Of Reasoned Action Encyclopedia Of Behavioral Medicine (pp. 2231-2234): Springer.

    Lekan, O. K., Adekola, M. J. N., & Braide, S. E. (2018). Bank Financing For Small And Medium Enterprises In Nigeria: Mudharabah Vs Usury. Acta Universitatis Danubius. Œconomica, 14(3), 23-32.

    Naini, N. F., Santoso, S., Andriani, T. S., Claudia, U. G., & Nurfadillah, N. (2022). The Effect Of Product Quality, Service Quality, Customer Satisfaction On Customer Loyalty. Journal of consumer sciences, 7(1), 34-50. doi:https://doi.org/10.29244/jcs.7.1.34-50

    Novyantri, R., & Setiawardani, M. (2021). Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Pada Dompet Digital Dana (Studi Pada Pengguna Dana). International Journal Administration, Business & Organization, 2(3), 49-58. doi:https://doi.org/10.61242/ijabo.21.174

    Nurhaliza, N. (2022). Analisis Penerapan Syariah Compliance Terhadap Kepuasan Nasabah Studi Pada Bank Syariah Indonesia Kantor Cabang Stabat. Jurnal Ekonomi dan Keuangan Syariah, 1(2), 163-175.

    Nurhisam, L. (2016). Kepatuhan Syari’Ah (Sharia Complience) Dalam Industri Keuangan Syari’Ah. Ar-Raniry: International Journal of Islamic Studies, 3(1), 23-44. doi:https://doi.org/10.20859/jar.v3i1.75

    Nurjannah, A., Junaidi, H., & Maulana, C. Z. (2023). Pengaruh Shariah Compliance dan Spiritual Marketing terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening di Bank Syariah Indonesia Kantor Cabang Palembang Sudirman. Al Maal: Journal of Islamic Economics and Banking, 4(2), 148-162. doi:https://doi.org/10.31000/almaal.v4i2.7616

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  1. Al-Adwan, A. S., Kokash, H., Adwan, A. A., Alhorani, A., & Yaseen, H. (2020). Building Customer Loyalty In Online Shopping: The Role Of Online Trust, Online Satisfaction And Electronic Word Of Mouth. International Journal of Electronic Marketing and Retailing, 11(3), 278-306. doi:https://doi.org/10.1504/ijemr.2020.108132
  2. Alabboodi, A. S. (2019). The Effect Of Customer Satisfaction On Service Quality: The Case Of Iraqi Banks. International Journal of Applied Research, 5(1), 146-152.
  3. Asri, V. C. A. K., & Dwiayanto, B. M. (2022). Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Variabel Mediasi Kepuasan Pelanggan (Studi Pada Industri Rumah Tangga Jamu Putri Ayu Semarang). Diponegoro Journal of Management, 11(3).
  4. Astiti, N. N. A., & Tarantang, J. (2020). Kedudukan Sharia Compliance Perbankan Syariah Di Indonesia Perspektif Yuridis-Filosofis. Jurnal Al-Qardh, 5(2), 119-133. doi:https://doi.org/10.23971/jaq.v5i2.2454
  5. Cesariana, C., Juliansyah, F., & Fitriyani, R. (2022). Model Keputusan Pembelian Melalui Kepuasan Konsumen Pada Marketplace: Kualitas Produk Dan Kualitas Pelayanan (Literature Review Manajemen Pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(1), 211-224. doi:https://doi.org/10.38035/jmpis.v3i1.867
  6. Chen, S.-H., Chen, Y.-J., & Leung, W.-C. (2023). Analyzing Differences In Customer Satisfaction On The Video Streaming Platform Netflix. Annals of Management and Organization Research, 4(3), 193-209. doi:https://doi.org/10.35912/amor.v4i3.1554
  7. Chen, S.-H., & Shun, Y.-L. (2023). Integrating Importance-Satisfaction Model And Performance Evaluation Matrix To Improve Service Quality. International Journal of Financial, Accounting, and Management, 5(3), 373-386. doi:https://doi.org/10.35912/ijfam.v5i3.1641
  8. Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593. doi:https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
  9. Dewi, D., Hajadi, F., Handranata, Y., & Herlina, M. (2021). The Effect Of Service Quality And Customer Satisfaction Toward Customer Loyalty In Service Industry. Uncertain supply chain management, 9(3), 631-636. doi:http://dx.doi.org/10.5267/j.uscm.2021.5.007
  10. Dzulkepli, S., & Barom, M. N. (2021). Financial Inclusion And The Goal Of Distributive Justice In Islamic Economics. The Journal of Muamalat and Islamic Finance Research, 18(1), 66-77. doi:https://doi.org/10.33102/jmifr.v18i1.330
  11. Gajewska, T., Zimon, D., Kaczor, G., & Madzík, P. (2020). The Impact Of The Level Of Customer Satisfaction On The Quality Of E-Commerce Services. International Journal of Productivity and Performance Management, 69(4), 666-684. doi:https://doi.org/10.1108/ijppm-01-2019-0018
  12. Handayani, P. T., Wijono, D., & Sulistyowati, E. (2022). Analisis Pengaruh Kualitas Pelayanan Pada Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi. JEMBA: JURNAL EKONOMI, MANAJEMEN, BISNIS DAN AKUNTANSI, 1(4), 655-666.
  13. Hsu, C.-c., Chen, S.-H., & Feng, X.-c. (2024). Analysis of Product Quality and Customer Satisfaction: A Case Study of the Automotive Parts Industry. International Journal of Financial, Accounting, and Management, 6(2), 245-259. doi:https://doi.org/10.35912/ijfam.v6i2.2153
  14. Ibrahim, M. I., & Rachmawati, L. (2020). Persepsi Nasabah Tentang Implementasi Shariah Compliance dan Good Corporate Governance Terhadap Loyalitas Nasabah BRI Syariah Kantor Cabang Sidoarjo. Jurnal Ekonomika Dan Bisnis Islam, 3(3), 44-53. doi:https://doi.org/10.26740/jekobi.v3n3.p44-53
  15. Jennifer, J., & Laulita, N. B. (2023). Pengaruh Kualitas Produk, Harga dan Pelayanan Terhadap Loyalitas Pelanggan Mie Instan dengan Mediasi Kepuasan Pelanggan. Jurnal Administrasi dan Manajemen, 13(2), 184-199. doi:https://doi.org/10.52643/jam.v13i2.3133
  16. Khairawati, S. (2020). Effect Of Customer Loyalty Program On Customer Satisfaction And Its Impact On Customer Loyalty. International Journal of Research in Business and Social Science, 9(1), 15-23. doi:https://doi.org/10.20525/ijrbs.v9i1.603
  17. LaCaille, L. (2020). Theory Of Reasoned Action Encyclopedia Of Behavioral Medicine (pp. 2231-2234): Springer.
  18. Lekan, O. K., Adekola, M. J. N., & Braide, S. E. (2018). Bank Financing For Small And Medium Enterprises In Nigeria: Mudharabah Vs Usury. Acta Universitatis Danubius. Œconomica, 14(3), 23-32.
  19. Naini, N. F., Santoso, S., Andriani, T. S., Claudia, U. G., & Nurfadillah, N. (2022). The Effect Of Product Quality, Service Quality, Customer Satisfaction On Customer Loyalty. Journal of consumer sciences, 7(1), 34-50. doi:https://doi.org/10.29244/jcs.7.1.34-50
  20. Novyantri, R., & Setiawardani, M. (2021). Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Pada Dompet Digital Dana (Studi Pada Pengguna Dana). International Journal Administration, Business & Organization, 2(3), 49-58. doi:https://doi.org/10.61242/ijabo.21.174
  21. Nurhaliza, N. (2022). Analisis Penerapan Syariah Compliance Terhadap Kepuasan Nasabah Studi Pada Bank Syariah Indonesia Kantor Cabang Stabat. Jurnal Ekonomi dan Keuangan Syariah, 1(2), 163-175.
  22. Nurhisam, L. (2016). Kepatuhan Syari’Ah (Sharia Complience) Dalam Industri Keuangan Syari’Ah. Ar-Raniry: International Journal of Islamic Studies, 3(1), 23-44. doi:https://doi.org/10.20859/jar.v3i1.75
  23. Nurjannah, A., Junaidi, H., & Maulana, C. Z. (2023). Pengaruh Shariah Compliance dan Spiritual Marketing terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening di Bank Syariah Indonesia Kantor Cabang Palembang Sudirman. Al Maal: Journal of Islamic Economics and Banking, 4(2), 148-162. doi:https://doi.org/10.31000/almaal.v4i2.7616
  24. Oktapiani, A. A., & Anggraini, T. (2022). Pengaruh Relationship Marketing, Comporate Image dan Syariah Compliance Terhadap Loyalitas Nasabah dengan Kepuasan Nasabah Sebagai Variabel Intervening Pada PT BSI KCP Gunung Tua. Jurnal Ilmiah Ekonomi Islam, 8(3), 3423-3433. doi:https://doi.org/10.29040/jiei.v8i3.6803
  25. Putra, G. J., & Suarmanayasa, I. N. (2023). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Mediasi Pada PT. BPR Suryajaya Kubutambahan. Bisma: Jurnal Manajemen, 9(3), 249-258. doi:https://doi.org/10.23887/bjm.v9i3.62146
  26. Rahman, G. M., & Shanjabin, S. (2022). The Trilogy Of Job Stress, Motivation, And Satisfaction Of Police Officers: Empirical Findings From Bangladesh. International Journal of Financial, Accounting, and Management, 4(1), 85-99. doi:https://doi.org/10.35912/ijfam.v4i1.866
  27. Sari, N., Nasution, A. I. L., & Hasibuan, R. R. A. (2024). Pengaruh Customer Value dan Shariah Compliance Terhadap Loyalitas Melalui Kepuasan Sebagai Variabel Intervening (Studi Kasus Pada Nasabah PT. Bank Sumut Unit Usaha Syariah). Jurnal Manajemen Akuntansi (JUMSI), 4(3), 713-731. doi:https://doi.org/10.36987/jumsi.v4i3.4169
  28. Sitorus, T., & Yustisia, M. (2018). The Influence Of Service Quality And Customer Trust Toward Customer Loyalty: The Role Of Customer Satisfaction. International Journal for Quality Research, 12(3), 639. doi:https://doi.org/10.18421/IJQR12.03-06
  29. Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects Of Service Quality And Customer Satisfaction On Loyalty Of Bank Customers. Cogent Business & Management, 8(1), 1937847. doi:https://doi.org/10.1080/23311975.2021.1937847
  30. Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The Effect Of Service Quality On Customer Loyalty Mediated By Customer Satisfaction In Tourism Villages In Badung Regency. Jurnal Ekonomi dan Bisnis Jagaditha, 7(1), 46-52. doi:https://doi.org/10.22225/jj.7.1.1626.46-52
  31. Susanti, S., Reniati, R., & Warlina, L. (2024). Analysis Of Service Quality On Consumer Satisfaction Data From The Central Statistics Agency Of Belitung Regency. Journal of Multidisciplinary Academic Business Studies, 2(1), 199-213. doi:https://doi.org/10.35912/jomabs.v2i1.2534
  32. Syarifuddin, A. D. I., & Mahesa, A. (2020). Bauran Pemasaran dan Sharia Compliance Terhadap Loyalitas Pelanggan. Laa Maisyir: Jurnal Ekonomi Islam, 7(1), 57-73. doi:https://doi.org/10.24252/lamaisyir.v7i1.13317
  33. Tumanung, M. (2021). Analisis Pengaruh Lokasi dan Kualitas Layanan terhadap Loyalitas Konsumen (Studi Di Tikala Shiatzu Manado). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 9(3), 1358-1367. doi:https://doi.org/10.35794/emba.v9i3.35538
  34. Ullah, S., Harwood, I. A., & Jamali, D. (2018). ‘Fatwa Repositioning’: The Hidden Struggle For Shari’a Compliance Within Islamic Financial Institutions. Journal of Business Ethics, 149(4), 895-917. doi:https://doi.org/10.1007/s10551-016-3090-1
  35. Utami, R. P., Saparso, S., & Wahyoedi, S. (2023). Analisis Kualitas Produk, Pelayanan dan Citra Merek Terhadap Loyalitas yang di Mediasi Oleh Kepuasan Pelanggan Pada Klinik Erha Jakarta Selatan. Journal of Social and Economics Research, 5(2), 1886-1899. doi:https://doi.org/10.54783/jser.v5i2.305
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