The Influence of Sharia Compliance, Risk Perception and Service Quality on the Trust and Loyalty of Islamic Rural Bank Customers in Indonesia

Rashidah, Mohamad Ibrahim and Edi Santoso, Wiyono (2020) The Influence of Sharia Compliance, Risk Perception and Service Quality on the Trust and Loyalty of Islamic Rural Bank Customers in Indonesia. International Journal of Innovation, Creativity and Change, 13 (1). pp. 1240-1254. ISSN 2201-1323

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Abstract

This study investigates the effect of Sharia compliance, risk perceptions, and service quality on the trust and loyalty of customers of the Islamic Rural Bank Customers. The sample consisted of 100 customers from four Islamic Rural Banks in Indonesia. The analysis was carried out with a factor based structural equation model. It was found that Sharia compliance, risk perception and service quality significantly influences customer trust and Sharia compliance and risk perception affects customer loyalty. Service quality has no significant effect on customer loyalty. These findings suggest that Sharia compliance with risk perception and service quality are important determinants of the trust and loyalty of Islamic Rural Bank customers.

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