Credibility-Profit Chain in Indonesian Islamic Banking Industry

Naufal, Bachri (2018) Credibility-Profit Chain in Indonesian Islamic Banking Industry. Indian Journal of Public Health Research & Development, 9 (12). pp. 1951-1956. ISSN 0976-0245 (p), 0976-5506 (e)

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Abstract

The purpose of this research is to examine the influence of credibility toward satisfaction, customer loyalty and Islamic banks performance. It is also to know whether the satisfaction and customer loyalty mediates the effects of credibility toward performance of Islamic banks in Indonesia. The sample of this research is 269 respondents that taken using purposive sampling technique. The data analysis method is Structural Equation Modelling (SEM) using AMOS. The results showed that the credibility of Indonesian Islamic banks influenced significantly toward the satisfaction and customer loyalty. The customer satisfaction influences significantly toward the customer loyalty. The satisfaction and loyalty influence significantly toward the performance. Moreover, the satisfaction and loyalty can mediate the effect of credibility toward the performance. Unfortunately, the credibility has not direct effect on the performance. However, the credibility is the key driver for increasing perception of customer and profitability.

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