The Influence of Islamic Service Quality on Customer Loyalty at Toserba Kebomas
DOI:
https://doi.org/10.24252/iqtisaduna.v12i1.64680Keywords:
Islamic Service Quality, Customer LoyaltyAbstract
This study aims to analyze the effect of Islamic service quality on customer loyalty at Toserba Kebomas. The study used a mixed methods approach by combining quantitative and qualitative data. Quantitative data were obtained through a Likert scale questionnaire distributed to 71 respondents, which were determined using the Slovin formula with a purposive sampling technique. Quantitative data analysis was conducted using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method through SmartPLS software. The results showed that Islamic service quality had a positive and highly significant effect on customer loyalty with a path coefficient of 0.934 and an R-square value of 0.872. Qualitative findings revealed that the implementation of Islamic values such as sidq, amanah, 'adl, ihsan, tabligh, and fatanah, as well as a free umrah lottery program that was implemented transparently and sustainably, was able to increase trust, emotional closeness, and customer loyalty.
Keywords: Islamic Service Quality, Customer Loyalty
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