The Effect of E-Wom, Sharia Compliance and Muslim Customer's Perceived Value on Customer Loyalty at Bank NTB Syariah with Emotional Attachment as a Mediating Variable
The Effect of E-Wom, Sharia Compliance and Muslim Customer's Perceived Value on Customer Loyalty at Bank NTB Syariah with Emotional Attachment as a Mediating Variable
Author(s): Fatmila Yusuf, Sulhaini Sulhaini, Baiq Handayani RinuastutiSubject(s): Business Economy / Management, Financial Markets, Socio-Economic Research, Sharia Law
Published by: Altezoro, s. r. o. & Dialog
Keywords: E-WOM; Sharia Compliance; Muslim Customer's Perceived Value; Emotional Attachment; Loyalty;
Summary/Abstract: This study aims to determine the influence of E-WOM, Sharia Compliance, and Muslim Customers' Perceived Value on customer loyalty at Bank NTB Syariah with emotional attachment as a mediation variable. The sample in this study involved 170 respondents using research data collection techniques using questionnaires. Data analysis in this study used a Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The results of statistical testing show that the variables of E-WOM, Sharia Compliance and Muslim Customer's Perceived Value (X) have a significant favourable influence on Loyalty (Y) directly or through mediation from Emotional Attachment (Z).
Journal: Traektoriâ Nauki
- Issue Year: 9/2023
- Issue No: 8
- Page Range: 3098-3107
- Page Count: 10
- Language: English
