Switching Behavior of Islamic Banking Customers: Factors Influencing Customer Retention, Switching Intention, and Legal-Governance Mechanisms
DOI:
https://doi.org/10.14421/inright.v15i1.4854Keywords:
Customer Retention, Customer Value, Sharia Compliance, Switching Cost, Switching IntentionAbstract
The aim of this study is to examine the influence of Customer Value on Switching Costs and Customer Retention, investigate the mediating role of Switching Costs in the relationship between Customer Value and Customer Retention, and analyze the effect of Sharia Compliance on Switching Costs and Switching Intention.The research adopts a quantitative approach with statistical data collected using a questionnaire instrument, hence referred to as primary data, employing purposive sampling technique in data collection, and distributing the questionnaire instrument online via Google Form. A total of 282 valid data were suitable for analysis. The data analysis technique utilizes the partial least square structural equation modeling approach (SEM-PLS) using the SmartPLS application. The research findings highlight the significant influence of Customer Value on both Switching Costs and Customer Retention in the banking sector. Switching Costs play a crucial role in shaping customers' intentions to switch banks. Furthermore, while Switching Costs do not directly affect Customer Retention, they mediate the positive relationship between Customer Value and Customer Retention. Moreover, the research identifies a positive relationship between Shariah Compliance and Switching Costs, indicating Islamic banking customers' adherence to Shariah principles. However, Shariah Compliance does not directly influence Switching Intention.
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