e-ISSN 2231-8542
ISSN 1511-3701

Home / Regular Issue / JTAS Vol. 29 (4) Dec. 2021 / JSSH-8214-2021


Gender Roles in the Relationship between Hijrah Intention, Satisfaction, and Islamic-Bank Customer Loyalty

Fetria Eka Yudiana, Hadri Kusuma and Ibnu Qizam

Pertanika Journal of Tropical Agricultural Science, Volume 29, Issue 4, December 2021


Keywords: Customer loyalty, customer satisfaction, gender role, Hijrah intention, Islamic bank

Published on: 13 December 2021

This study aimed to analyze the differences between gender roles and the influence of hijrah intention and satisfaction on customer loyalty in Islamic banks. The data was collected from the Indonesian Islamic bank customers using convenience sampling. A total of 360 out of 927 questionnaires were received and sent back online. The hypothesis was tested using Structural Equation Model (SEM) with Smart-PLS. The variable indicators of interest were reflective and adapted from some previous literature. Furthermore, the data had satisfied convergent and discriminant validity requirements. The results showed that the Islamic bank customer loyalty routes differ between men and women. Satisfaction encourages hijrah intention without directly affecting customer loyalty in males. However, satisfaction strongly determines loyalty rather than hijrah intention for women. In the full model, hijrah intention serves a stronger mediating role on the satisfaction and loyalty relationship than the mediating role of satisfaction on the hijrah intention-loyalty relationship.

ISSN 1511-3701

e-ISSN 2231-8542

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