DEVELOPING THE COMPONENT OF MAQASID SHARIA INDEX IN MEASURING CUSTOMER LOYALTY WITH ISLAMIC BANKING IN INDONESIA

Dini Maulana Lestari, NIM.: 21300011024 (2024) DEVELOPING THE COMPONENT OF MAQASID SHARIA INDEX IN MEASURING CUSTOMER LOYALTY WITH ISLAMIC BANKING IN INDONESIA. Doctoral thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This research aims to develop the components of the Maqāṣid Sharia Index (MSI) dimensions as the parameter of Islamic banking performance and the role of Halal Self Awareness (HSA) to create a model in explaining the level of customer loyalty of Islamic banks in Indonesia by exploring the mediating role of satisfaction. Due to the low level of customer loyalty at Islamic banks; the market-share of the Islamic banking industry in Indonesia is still relatively low. One factor that accurately determines the success of a company and is considered capable of triggering consumer loyalty, is the company's performance and the level of consumer awareness of halal products. This research is conducted using a quantitative approach with a survey method to answer research questions. Furthermore, this research uses the Structural Equation Model (SEM) analysis technique to validate the model. The data used in this research comes from a survey conducted through G-Form, which eas sent to Islamic banking customers in Indonesia based on predetermined- sample criteria. The 402 responses were received based on purposed sampling techniques and were categorized as good and acceptable. The results prove that the development of MSI dimensional constructs as a parameter of Islamic bank performance, such as educating individuals, establishing justice, maintaining prosperity, customer protection, and corporate environmental incumbency, is significantly proven as a dimension of MSI. Furthermore, MSI and HA can significantly increase Islamic banking customer satisfaction directly. However, none of the former nor the latter are able to increase loyalty. This condition contrasts with satisfaction, which can significantly increase customer loyalty. Surprisingly, satisfaction as a mediation variable is able to mediate the relationship between MSI and HA in Islamic bank customer loyalty. Therefore, it is evidenced that Islamic banking customers will be loyal if they are already satisfied with the products and services they have consumed.

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