Pengaruh Religious Commitment dan Islamic Physical dan Non Physical Attributes terhadap Customer Loyalty dengan Mediasi Customer Satisfaction pada Masyarakat Beragama Islam yang Berkunjung ke Luar Negeri

Angeline Suwandi, Hetty Karunia Tunjungsari
| Abstract views: 107 | views: 96

Abstract

This research was conducted with the aim to examine the effects between the variables of religious commitment and Islamic attributes to customer satisfaction as a mediating variable with customer loyalty. The sample of this study is the Muslim community who have visited abroad and are domiciled in JABODETABEK. Data was collected through a survey using a questionnaire. The respondents obtained were 201 respondents with a purposive sampling technique. The data processing method uses PLS-SEM which is assisted by smartPLS 3.0 software. The results showed that religious commitment had no significant effect on Islamic physical attributes and significant variables on Islamic non-physical attributes and customer satisfaction. The two indicators contained in Islamic physical attributes each have a significant and insignificant role on customer satisfaction, while the Islamic non-physical attribute variable has a significant effect on customer satisfaction. Customer satisfaction may act as a good mediator between religious commitment and Islamic physical attributes on customer loyalty.

 

Penelitian ini bertujuan untuk menguji pengaruh religious commitment dan islamic attributes terhadap customer satisfaction sebagai variabel yang memediasi dengan customer loyalty. Objek penelitian ini adalah masyarakat beragama Islam yang pernah berkunjung keluar negeri dan berdomisili di JABODETABEK. Data dikumpulkan dengan menggunakan kuesioner kepada sebanyak 201 responden dengan menggunakan teknik purposive sampling. Metode analisis data menggunakan PLS-SEM yang dibantu oleh software smartPLS 3.0. Hasil penelitian menunjukkan bahwa religious commitment memiliki pengaruh tidak signifikan terhadap variabel islamic physical attributes dan berpengaruh signifikan terhadap islamic non physical attributes serta customer satisfaction. Dua indikator yang terdapat dalam islamic physical attributes masing-masing berperan signifikan dan tidak signifikan terhadap customer satisfaction, sedangkan variabel islamic non physical attributes berpengaruh signifikan terhadap customer satisfaction. Customer satisfaction dapat berperan sebagai mediator yang baik antara religious commitment dan islamic physical attributes terhadap customer loyalty.

Keywords

Religious Commitment; Islamic Physical Attributes; Islamic Non Physical Attributes; Customer Satisfaction; Customer Loyalty

Full Text:

PDF

References

Abu-Alhaija, A.S., Raja Yusof, R.N., Hashim, H., & Jaharuddin, N. (2019). The influence of religious orientation on viewers’ loyalty towards satellite TV channels: The case of Muslim viewers. Journal of Islamic Marketing, 10(4), 1196-1218.

Battour, M., & Ismail, M. N. (2015). Halal tourism: Concepts, practises, challenges and future. Tourism Management Perspectives.

Borzooei, M., & Asgari, M. (2014). The effect of religious commitment on halal brand relationship and purchase intention. The International Journal’s Research Journal of Economics & Business Studies, 3(4), 14-19.

Eid, R., & El-Gohary, H. (2015). The role of islamic religiosity on the relationship between perceived value and tourist satisfaction. Journal of Tourism Management, 46, 477-488

Setiawan, F., Idris, & Abror. (2018). The relationship between religiosity, service quality, customer satisfaction and customer loyalty. Advances in Economics, Business and Management Research, 64.

Ghozali, I., & Latan, H. (2015). Partial Least Squares Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.0 Untuk Penelitian Empiris (2nd ed.). Semarang, ID: Badan Penerbit Undip.

Heidarzadeh Hanzaee, K., & Esmaeilpour, F. (2017). Effect of restaurant reward programs on customers’ loyalty: evidence from Iran. Journal of Islamic Marketing, 8(1), 140-155.

Parvin Hosseini, S. M., Mirzaei, M., & Iranmanesh, M. (2019). Determinants of Muslims’ willingness to pay for halal certified food: Does religious commitment act as a moderator in the relationships? Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-02-2018-0043

Sobari, N., Kurniati, A., & Usman, H. (2019). The influence of Islamic attributes and religious commitments toward halal wellness services customer satisfaction and loyalty. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-11-2018-0221

Zailani, S., Kanapathy, K., Iranmanesh, M., & Tieman, M. (2015). Drivers of halal orientation strategy among halal food firms. British Food Journal, 117(8), 2143-2160.

Zakaria, Z., Abdul Majid, M. D., Ahmad, Jusoh, & Zakaria, N. Z. (2017). Influence of Halal Certification on Customers’ Purchase Intention. Journal of Fundamental and Applied Sciences, 9(5S), 772-787


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Refbacks

  • There are currently no refbacks.