Higher Customer Loyalty Research Articles

Understanding customer loyalty in banking industry: A systematic review and meta analysis

To overcome the current competitive market environment, obtaining high customer loyalty is a key success of retaining customers as loyal customers display high commitment to continue their support with the current service providers. Therefore, banks need to continue offering superior financial products and services to their customers to ensure high customer satisfaction which can ultimately trigger their customer loyalty. This research aims to enhance comprehension of customer loyalty in banking industry by conducting a comprehensive literature study. This research selected 149 published research articles related to customer loyalty in banking industry indexed by Web of Science and Scopus between 2012 and 2024. Only 44 final research articles that met the criteria were used for Preferred Reporting Items for Systematic and Meta-Analysis (PRISMA). Results highlighted that bank customer loyalty was often investigated in India, followed by Indonesia, South Africa, Vietnam, Ghana, Brazil, Pakistan, Turkey, Iran, and China. Meanwhile, results also underscored that satisfaction, trust, service quality, image, commitment, reliability, perceived value, ethical, perceived usefulness and experience often and significantly influenced customer loyalty. Finally, results also outlined that consumer research mechanism of customer loyalty in banking industry evolved frequently and significantly shifting from general to electronic banking service consumption following banking 5.0 of “how Fintech will change traditional banks in the new normal or post pandemic”. Moreover, these results were essential to marketing managers in banking industry in order to analyze, understand and further improve their existing financial products and services to their customers so that banks can obtain more customer loyalty.

Post-Pandemic Retail Design: Human Relationships with Nature and Customer Loyalty—A Case of the Grand Bazaar Tehran

This article examines how human relationships with nature in the design of the Tehran Grand Bazaar can impact customer loyalty, and how this impact has been affected by the recent pandemic. As one of the most popular retail settings of the ancient Silk Road, the Grand Bazaar has a long history of micro-scale retailing and customer loyalty. This article reviews international guidelines of sustainable design using content analysis, identifying the most frequent guidelines related to human relationships with nature. It then defines customer loyalty in terms of various important non-financial measures of micro-scale retailing. The present article describes the development and collection of a structured survey conducted before the pandemic (March 2019), during the pandemic (March 2021), and after the pandemic (March 2023). The analysis shows a moderate to high relationship between sustainable design elements of the Bazaar (in terms of human relationships with nature) and customer loyalty before the COVID-19 pandemic. While this relationship fell to a moderate level in the middle of the pandemic, it rose dramatically to 89% by the end of the third year when governments eased public health and safety protocols. The results reveal that by adapting sustainable strategies that enhance human relationships with nature, designers and stakeholders can create post-pandemic retail settings that generate high customer loyalty.

Do firms' sustainability practices pay off during global crises? Evidence from Asia and the Pacific

AbstractThis paper examines the relationship between firms' sustainability practices and their value during a crisis when overall trust and support are lacking in the economy. While a handful of studies explore this research agenda concentrating on the US context and a standalone crisis, we provide novel evidence on the Asia Pacific region considering three global crises. Applying difference‐in‐differences regressions, we find that high‐sustainability companies posted superior value during the global financial crisis and the European debt crisis. This result, however, does not hold for the COVID‐19 crisis. This key finding passes several endogeneity tests (firm‐fixed effect, propensity score matching, and post‐crisis interaction). As we explore potential mechanisms of firm resistance during crises and apply a triple difference approach, we find evidence that firm value was intensified during the crises due to sustainability activities coupled with high customer loyalty, high institutional ownership, and a low degree of information asymmetry. Finally, although high sustainability performance generally positively impacted firm value during crises, this relationship was negative (weaker) for the highly impacted industries (the emerging countries) included in the sample. Our key finding continues to hold for a set of robustness checks. The outcome of this study provides significant policy directions to regulators, corporate managers, and investment professionals.

A Brief Discussion on Reputation Risk and Management of Insurance Company

The reputation of insurance companies plays a crucial role in building consumer trust, thus affecting consumers' purchase intention to buy insurance products and services. Insurance companies with a good reputation will have higher customer loyalty and more easily stimulate consumers' potential insurance demand. This paper will study the factors that affect the reputation risk of insurance companies. The quality of the staff, the level of enterprise management, corporate charisma, financial indicators, and media coverage are 5 factors that affect the reputation risk of insurance companies. It is of great significance for insurance companies to strengthen reputation risk management, avoid and control reputation crisis events, and incorporate reputation risk into their comprehensive risk management system. Therefore, this paper proposes some suggestions for strengthening the reputation risk management of insurance companies. First, the awareness of the reputational risk of insurance companies should be improved; Second, improve the quality of insurance products and services; Third, establish an effective reputational risk management mechanism for insurance companies; Finally, improve the information disclosure system of insurance companies.

Influence of Customer, Trust and Quality of Customer Satisfaction in Customer Loyalty at PO Harapan Jaya Jakarta-Magetan Department

This study aims to analyze the effect of service quality, trust and customer satisfaction on customer loyalty. In this study using primary data obtained from distributing questionnaires to 100 PO Harapan Jaya Bus customers, Jakarta-Magetan Department. This study uses the Multiple Linear Regression method, the results of this study indicate that there is a positive and significant effect on customer loyalty. There is a positive and significant influence between service quality, trust and customer satisfaction on the loyalty of PO Harapan Jaya Bus customers. The existence of a positive and significant influence between service quality, trust and customer satisfaction on customer loyalty of PO Harapan Jaya Bus Jakarta-Magetan Department shows that the better service quality, trust and customer satisfaction possessed by PO Harapan Jaya, the higher customer loyalty. Customer quality, customer trust and satisfaction are important parts to increase customer loyalty.

ЦИФРОВА ТРАНСФОРМАЦІЯ ТА ЇЇ ВПЛИВ НА КОНКУРЕНТОСПРОМОЖНІСТЬ МІЖНАРОДНИХ КОМПАНІЙ

The article determined that digital transformation has become one of the most important factors affecting the competitiveness of companies in the modern world. As digital technologies permeate all areas of business, businesses are forced to rethink their strategies to stay relevant and competitive in the market. Digital transformation has been found to provide competitiveness through several key aspects. First, it allows companies to increase the efficiency of operational processes through automation and the use of data analytics. It is substantiated that the implementation of artificial intelligence and machine learning allows to optimize logistics chains, reduce costs and speed up production cycles. Second, digital technologies provide an opportunity to better understand customer needs and provide personalized offers, which increases customer satisfaction and customer loyalty, which is critical in a highly competitive environment. Research has shown that digital transformation forces companies to rethink their business models, adapting them to new realities. New approaches to conducting business based on digital innovations are emerging. One of the examples of such new business models is the subscription model. This model has become especially popular in the field of software (Software as a Service, SaaS), media and entertainment. Another example is the platform business model, which connects consumers and suppliers through a digital platform and which allows you to quickly scale the business and ensure high efficiency through the use of digital technologies. It has been proven that digital transformation opens up wide opportunities for international companies to increase customer orientation. The use of big data, artificial intelligence and other digital technologies allows companies to personalize their products and services, which contributes to increased customer satisfaction. Successful examples of international companies demonstrate that investments in digital innovation bring significant results, ensuring leadership positions in the market and high customer loyalty. In today's business environment, customer-centricity is becoming a key success factor, and digital transformation is an integral part of this process.

Trends of consumer preferences in the segment of private medical services in Moscow

This scientific article analyzes the factors that influence to consumer preferences and its changes under impact of economic and financial events in the area of modern medical services at the city of Moscow. When there is made a choice of applying of paid medical services and medic institutions, the first of all Moscow residents take into account the educational level and specialization experience of senior medical personnel. According to opinions of medical services consumers the success of treatment depends on the qualifications of doctors that work at the private medic sector at Moscow. These clients are ready to spend relatively large amounts of material resources for consultations and cure by the best specialists. The Covid-19 pandemic and the political situation at the country have made changes to the consumer preferences of Muscovites. On the one hand they began to save more, and health issues became secondary ones at the most cases. On the other hand, they are still willing to invest financial resources in their health and also appearance. This explains the ranking of costs for the services of surgeons, cosmetologists and dentists. The previous financial year was marked by instability not only at the political arena, but also by high volatility of the financial market: the exchange rate of the national currency changed dramatically several times during the year. These data led to increased prices at medic centers. To maintain high level customer loyalty at private centers at Moscow they need train doctors, regularly improve their qualifications, create conditions for their additional education aimed to expanding skills and updating existing knowledge level.

ВЗАЄМОЗВ'ЯЗОК ЛОГІСТИКИ ТА ЛОЯЛЬНОСТІ СПОЖИВАЧІВ В УМОВАХ ВОЄННОГО СТАНУ

Problem statement. In today's world, where competition between companies is growing every day, ensuring high customer loyalty is becoming an important component of business success. Consumer loyalty allows companies not only to attract new customers but also to retain existing ones, which guarantees a stable revenue stream and a positive reputation. In this context, logistics, which is responsible for managing the movement of goods and services from suppliers to consumers, plays an important role in building customer loyalty. Inefficient logistics can negatively affect the perception of a company by consumers and reduce their loyalty. The study of a strategic approach to optimizing logistics processes and ensuring the quality of customer service is an urgent problem that needs to be addressed. The purpose of the study is to analyze the impact of logistics on customer loyalty and determine a strategic approach to optimizing this relationship. In writing the article, the following methods were used: the method of comparison, which allowed to process theoretical studies of domestic and foreign scientists, to identify common trends and prospects for the development of the issue; the analysis and synthesis method - to study the impact of individual elements of the logistics process on consumer loyalty, to establish the relationship between them and the level of consumer loyalty; the generalization method - to determine strategic approaches to optimizing the relationship between logistics and consumer loyalty; the abstract and logical method – for generalizing and formulating conclusions about the interaction of logistics and consumer loyalty, identifying the deep connections between these two areas. The study has shown that a strategic approach to the relationship between logistics and customer loyalty is to understand the needs and expectations of customers and implement logistics solutions to meet them, namely, improving supply systems, increasing the availability of goods, improving customer service and applying innovative technologies to improve the efficiency of logistics processes. The article provides recommendations on a strategic approach to expanding the relationship between logistics and customer loyalty. The authors emphasize the importance of integrating logistics systems with marketing efforts to create an effective system that maximizes customer satisfaction and ensures a high level of loyalty.

Pengaruh Kepuasan, Kepercayaan dan Switching Barrier Terhadap Loyalitas Pelanggan pada GraPari Mitra Singaraja (PT. Telkomsel)

This study aims to determine the effect of satisfaction, trust, and switching barriers on customer loyalty at GraPari Mitra Singaraja (PT. Telkomsel). The data analysis technique used in this research is Structural Equation Modeling (SEM) based on variance SEM, known as Partial Least Square (PLS) visual version 3.0. The study results show that the effect of satisfaction on customer loyalty is positive and significant, which indicates that the first hypothesis is that the higher customer satisfaction, the higher customer loyalty at GraPari Mitra Singaraja (PT Telkomsel). The effect of trust on customer loyalty with a positive and significant value indicates that the second hypothesis, which says the higher the trust, the higher the customer loyalty at GraPari Mitra Singaraja (PT Telkomsel). The effect of switching barriers on customer loyalty is positive and significant, which indicates that the third hypothesis states that the higher the switching barrier, the higher customer loyalty at GraPari Mitra Singaraja (PT Telkomsel).

Experience and Loyalty Relationship in Online Quick Grocery Shopping by the Mediating Role of Customer Satisfaction and Service Experience Consciousness

The significance of customer satisfaction in predicting loyalty has been emphasized in a lot of academic researches, and also companies place a high priority on satisfaction by presuming that it has a direct relationship with customer loyalty. However, recent researches have been looking at potential mediators in these relationships. Since service-based sectors target high customer loyalty, supply chain performance requirements, such as order condition, delivery, and recovery become priorities in online shopping, in contrast to offline shopping. The purpose of this study is to close the knowledge gap on evolving customer expectations in the fast expanding quick grocery commerce. Our results show that the relationship between loyalty and satisfaction may be precarious. It is crucial to reduce the dissatisfaction of customers who are very sensitive to unfulfilled demands and expectations due to the quick engagement opportunities via online channels. The study examined the mediating roles of customer satisfaction and service experience consciousness on the relation between experience and loyalty. This study find that among consumers with greater levels of service experience consciousness, the impact of service experience on continuance intentions and eWOM is stronger.

Customer Satisfaction at Alfamart Raya Sukodono: a Study on Product Quality and Service Excellence

This study aims to determine the service quality, customer loyalty, and price and product quality of Alfamart Raya Sukodono. This study used a qualitative approach with a descriptive research type. The data collection techniques used in this study were interviews and observations. The results of this study are Friendly and responsive service quality provided by Alfamart Raya Sukodono is an important factor in influencing customer loyalty. Good service creates customer trust and comfort, motivating them to remain loyal and shop again at Alfamart Raya Sukodono. High customer loyalty at Alfamart Raya Sukodono results from a combination of several factors such as friendly and responsive service, attractive loyalty programs, and promotional activities. involving customers. then also Alfamart Raya Sukodono managed to offer its customers affordable prices and good product quality. The emphasis on competitive prices and adequate quality attracts customers who are looking for the best value in their shopping experience. By providing quality products at competitive prices, Alfamart Raya Sukodono maintains customer satisfaction and strengthens long-term relationships with them.

Optimal bidding and coordinating strategy for maximal marginal revenue due to V2G operation: Distribution system operator as a key player in China's uncertain electricity markets

This paper proposes a novel management scheme, namely, the distribution system operator (DSO) as a key player participating in China's electricity markets owing to its high value-added capability, high customer loyalty and robust risk resistance. In light of this, this paper discusses the maximal marginal revenue for DSO in uncertain electricity markets with vehicle-to-grid operation incorporated. Initially, considering different benefit expectations of electric vehicles (EVs) owners, DSO could provide preferential contracts, including the discount price contract (DPC) and revenue-sharing contract (RSC), in exchange for the management rights of EVs. Then, the stochastic optimization model considering the spatiotemporal uncertainties of EVs and electricity markets is built up, and the optimal bidding and coordinating strategy are proposed to maximize the marginal revenue of DSO. Comprehensive case studies are conducted in a 31-node distribution system of a university campus under the electricity markets in Guangdong, China. Results reveal that different distribution of EVs parking lots has a significant impact on the profit of DSO, and the revenue for DSO is 13,477 yuan more than that for EVA by scheduling 1400 EVs' charging/discharging behavior properly. Additionally, the DSO with RSCs is exposed to 25% less market volatility risk than that with DPCs.

Factors Affecting Customer Satisfaction Towards Luxury Hotel Among Young Adults in Klang Valley

Tourism industry is always the major contributor to gross domestic products (GDP) in all the countries around the world. Globally, travel and tourism directly contribute approximately USD$4.7 trillion to GDP in 2020 (Lock, 2021). Tourism industry contributed 5.9 percent to the GDP of Malaysia as tourism is among the largest industries in Malaysia (Hirschmann, 2021a). Tourism industry has direct impact the hotel industry. When the tourism industry is growing aggressively, it will directly boost the business of the hotel industry. According to the 2019 Malaysia Hotel Industry Survey of Operations (2019), it shows that there is 70.2% occupancy for the luxury hotels in Malaysia in 2018. The hotel industry in Malaysia has been experiencing a massive growth before year 2020. According to the data of Tourism Malaysia, the number of hotel rooms grew to 308,210 in 2018, which is with a growth of over 80% (Poh, 2019). In 2019, there are over 700,000 hotels and resorts in the globe (Condorferries, 2021). The statistics also shows that there are over 4,400 luxury hotels with 4 and 5-star worldwide (Condorferries, 2021).However, because of the Covid-19 outbreak, the hotel industry has undergone massive losses and few luxury hotels were being shut down due to low occupancy resulting from international travel ban and movement restriction in Malaysia (Zunaira, 2021). Although the Covid-19 had led to an aggressive decrease to the hotel industry, the occupancy has risen from around 25-30% to 55-60% a few months ago due to the recovery stage of Covid-19 (Baggonkar, 2021). According to Baggonkar (2021), the occupancy of luxury hotels had a significant increase till 31 July 2021. Most youngsters are now love travelling and pursuing of staying in the luxury hotel as they like to enrich their life experiences (Site Minder, 2021). As there is a growing trend of enjoying exclusivity, it caused the growth of luxury hotels around the world.Most luxury hotels are still able to sustain because of the high level of loyalty and satisfaction of the customers. In reality, customer satisfaction is the key driver that will affect the hotel business performance (Ghaith, Mutia & Zukime, 2018 in citing Markovic & Raspor, 2010). High customer contentment will lead to high customer loyalty and intention of repurchase, thus, increase the hotel profitability (Ghaith, Mutia & Zukime, 2018). Hence, the factors influencing customer satisfaction towards luxury hotels is considered as a highly important issue for hotel industry. Customer satisfaction is the vital element that brings the business to be successful. When customers are satisfied, their repurchase or revisit intention will be increased. Hence, it will bring the continuous increase of profitability for the hotel as well. When the luxury hotel provides personalization service to their guests, it will lead to higher customer satisfaction.

Environmental Sustainability and Its Impact on Brand Loyalty of Vietnamese in Vietnam and Australia

Brand loyalty is a significant goal and motivation for retailers, particularly for countries with emerging economies, such as Vietnam. The paper presents the results from a study conducted in 2020 (prior to the COVID-19 pandemic) which uses structural equation modelling and is based on an online survey of 578 people with a Vietnamese background, 296 residing in Vietnam and 282 in Australia. This study shows that there is a link between environmental sustainability and brand loyalty; however, it is influenced by the cultural differences between Vietnam and Australia. No link between ecological performance and brand satisfaction was identified. The study offers an insight to retailers that if they are to improve their environmental performance, this would result in higher customer loyalty.

ANALISIS KEPUASAN PASIEN BPJS TERHADAP PELAYANAN FARMASI PADA PESERTA PROGRAM RUJUK BALIK DI APOTEK KIMIA FARMA KARAWANG

Pharmaceutical services in Indonesia that are required to change orientation from drug oriented to patient oriented. Pharmaceutical services are also carried out in one of the BPJS Health programs, namely the Referral Services Program (PRB). Referral service is a health service provided to patients in health facilities for referrals from specialist doctors or caring sub -specialists. Patient recovery is expected to be obtained from comfort, good pharmacy service, as well as from the drugs used by patients. Satisfaction is a feeling of happy or disappointed someone who is sourced from the impression of product performance (or results) is the same as his expectations. The result is high customer loyalty. The purpose of this study is to determine the level of satisfaction of pharmaceutical services at the Kimia Farma Karawang Pharmacy towards BPJS patients Referring Program. This research is a descriptive study with the cross sectional method and using prospective data. Data in the form of questionnaire sheets that have been filled out by respondents. The results obtained from this study are the level of satisfaction in the 65% tangible dimension, the level of satisfaction at the Reliability Dimension 52%, the satisfaction level in the responsiveness dimension of 65%, the level of satisfaction in the Assurance dimension 50%, and the level of satisfaction in the Empathy dimension 65%

Multihoming Competition of Delivery Platforms in the Two-sided Market and Its Effects on Social Welfare

This paper analyzes the platform competition in a differentiated setting (delivery platform) and the effects of social welfare in two-sided markets in the multi-homing platform. Also identifies interdependence between the two sides served by the same platform. Considering the reality of the economy and the diversity of consumer behavior. Single-homing and multihoming in the real economy is relatively small. The vast majority of users in the platforms of two-sided markets belong to partial multi-homing. Through research, it is found that partial multi-homing of delivery platforms is decided by consumer differentiation and platform differentiation. In particular, higher customer loyalty and product differentiation means higher competitiveness in the market.

ВИЗНАЧЕННЯ ОПТИМАЛЬНИХ КООРДИНАТ РОЗМІЩЕННЯ РОЗПОДІЛЬЧИХ ЦЕНТРІВ НА ВІДРІЗКУ ДОРОГИ

One of the optimization tasks in logistics chains is determining the optimal number and location of distribution centers, which allows companies to reduce delivery costs, shorten delivery time, and ensure more reliable and stable delivery of goods to consumers. This, in turn, increases customer satisfaction and contributes to the formation of high customer loyalty to the business. Additionally, optimal placement of distribution centers helps reduce road congestion and decrease emissions of harmful substances, promoting sustainable development and environmental preservation. The study analyzed the peculiarities of the methods used in sales logistics for determining the optimal location of distribution centers. The limitations of existing methods for determining the optimal coordinates for locating distribution centers on a road segment were substantiated. The validity of the constraint that the coordinates of distribution centers should coincide with the coordinates of certain customers of the distribution centers was confirmed. A suitable method for solving practical problems was proposed for finding optimal solutions regarding the service area and location of two or more distribution centers on a road segment. The proposed method assumes that the coordinates of the distribution centers coincide with the coordinates of individual consumers. The functionality of the method was demonstrated through a case study. The method was tested on thirty-three examples where eleven customers of distribution centers were located on a 100 km road segment. Each example contained unique values of indicators such as "customer's cargo turnover for a period" and "freight transportation tariff." In all cases, the results of the proposed method in the study matched 100% with the results of the method of complete recalculation (MCR). The method presented in the study for determining the optimal coordinates for locating distribution centers on a road segment is considered reliable. Further research should involve testing the method on examples with a larger number of customers and a larger number of distribution centers.

헤어 미용서비스 마케팅 믹스요인(7Ps)이 고객만족 및 충성도에 미치는 영향

This study attempted to investigate the influence of the 7Ps of marketing on customer satisfaction and loyalty in hair services with a goal of providing marketing strategies which are needed to increase revenues through such 7 elements of marketing. For this, a questionnaire survey was performed, and a total of 325 copies were used for final analysis. The collected data were analyzed by frequency analysis, reliability analysis and multiple regression analysis, using SPSS 21.0, and the results found the followings: First, among the 7Ps of marketing, ‘people’ was excluded. Instead, ‘partnership’ was added. In addition, customer satisfaction and loyalty are categorized as ‘uni-dimensional’. Second, as strategic marketing was used, customer satisfaction and loyalty further increased. Third, high customer satisfaction revealed high customer loyalty. In sum, it is anticipated that the 7Ps of marketing mix would have a positive influence on customer satisfaction and customer loyalty as differentiated strategic elements and increase sales. It is expected that there would further studies which are more reliable with a wide range of age and region and through segmentation of diverse variables.

КОНСТРУЮВАННЯ ВЗАЄМОВИГІДНИХ ВІДНОСИН ІЗ КЛІЄНТАМИ У ДІЯЛЬНОСТІ СТРАХОВИХ КОМПАНІЙ

Introduction. In the conditions of rapid digitalization of almost all spheres of social life, insurance companies are trying to rebuild their management to meet the requirements of the modern world. In particular, insurers actively use modern, innovative methods of attracting and retaining customers with the aim of forming an effective system of mutually beneficial relations. Each insurance company uses a variety of approaches to build mutually beneficial relationships with customers, with an emphasis on both initial customer acquisition and retention and maintaining high customer loyalty. The main goal of companies is usually to make a profit, with the only difference that it is not a one-time profit, but a sustainable profit over prolonged period. The purpose. The purpose of the article is to develop approaches to the formation of mutually beneficial relations with clients of insurance companies in order to maintain consumer value and identify the main business processes that ensure the success of the insurance company's operation. Results. The article considers approaches to the management of insurance companies and substantiates the need to integrate market and resource approaches, which allows insurance companies to identify individual customer profiles, attract the necessary resources and transform established business processes in accordance with consumer requests and market requirements. At the same time, the core of this management concept is the value of the client and the relationship with him. The paper presents the main components of insurance company value formation. It has been proven that the construction of mutually beneficial relations with clients is a systematic process of formation, development and maintenance of valuable relationships, or in other words, interactive and mutually beneficial processes between the insurance company and the consumer with a focus on multiple transactions. The main economic arguments in terms of constructing mutually beneficial relations with clients include: easier retention of existing clients than attracting new ones; the ability to obtain higher profits under the condition of maintaining loyal customers due to the formation of potential long-term benefits. It is substantiated that the construction of mutually beneficial relations with customers should be formed according to a systemic approach and presented as the construction of a complete system consisting of market, organizational and financial elements. Conclusions. In order to build mutually beneficial relations between the insurer and the insured, the insurance company should focus its attention on the following key aspects: effective management; optimal pricing; rational underwriting, which should be aimed at assessing those risks that are not amenable to the automatic assessment process; helping agents assess complex and unique risks; analysis of the insurance portfolio from the standpoint of identifying unsatisfactory results and areas of risk concentration; ensuring competitive customer service; formation of the company's image, starting from the company's WEB site and ending with communication with various stakeholders; improvement of insurance products in accordance with market requirements and on the basis of cooperation with technological companies.

Religiusitas, Kepuasan Pelayanan, Dan Pengaruhnya Terhadap Loyalitas Nasabah Bank Syariah Di Kota Surabaya (Analisis Regresi Purposed Mediator dengan Bootstrap Matrix)

High customer loyalty can indicate the success of Islamic banks in line with increasingly fierce business competition between financial institutions and banks. This study aims to examine and analyze the relationship between bank services, customer satisfaction, one's religiosity, and customer loyalty of Islamic banks in the city of Surabaya. Using a research sample of Islamic bank customers who domiciled in Surabaya, this study uses a quantitative approach with a purposed mediator regression analysis with Bootstrap Matrix. The results showed that a person's religiosity and service quality of Islamic banks had a positive and significant effect on their loyalty as customers in Islamic banks. Then, the effect of service on customer loyalty, which is moderated by satisfaction, shows a positive but not significant effect. With the less significant effect of service on loyalty moderated by satisfaction, along with the increasingly fierce business competition between institutions and banks, Islamic banks need to improve the quality of services provided to customers and prospective customers to be able to compete with other financial institutions to obtain satisfaction and maintain customer loyalty. Finally, the results of the simultaneous test show that religiosity and service quality (moderated by customer satisfaction) have a positive and significant effect on customer loyalty in sharia banking in Surabaya.