Regional Islamic Bank Credibility and Customer Loyalty Does Customer Commitment Really Serve as a Mediator Variable

Naufal, Bachri and Wahyuddin, Wahyuddin (2019) Regional Islamic Bank Credibility and Customer Loyalty Does Customer Commitment Really Serve as a Mediator Variable. International Journal of Innovation, Creativity and Change, 8 (11). pp. 404-417. ISSN 2201-1323

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Abstract

The purpose of this research is to examine the influence of credibility on commitment and loyalty and to determine whether the commitment mediates the credibility effects on customer loyalty of an Islamic bank in Aceh. The sample of this research is 160 respondents taken using a purposive sampling technique. The method of data analysis used is Structural Equation Modelling (SEM) using AMOS. The results showed that the credibility of regional Islamic banks influenced significantly on customer commitment. The customer commitment influences significantly on customer loyalty. Moreover, the customer commitment can mediate the effects of credibility on customer loyalty. Unfortunately, credibility has no direct effect on the customer loyalty of Islamic banks. However, credibility is the key driver for increasing customer perception. Key words: Credibility, customer commitment, customer loyalty.

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