A Member Loyalty Model Based on Religiosity, Halal Awareness, Service Quality, and Customer Expectations: The Mediating Roles of Customer Satisfaction and Complaint Handling in Islamic Microfinance Institutions
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Abstract
This study develops a comprehensive loyalty model by integrating religiosity, halal awareness, service quality, customer expectations, customer satisfaction, and complaint handling within a single structural framework. This study employed a quantitative explanatory approach using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The research was conducted at KSPPS BMT Nuansa Ummah, East Java, involving 260 members selected through quota sampling from 52 operational branches. Primary data were collected using structured questionnaires measured on a five-point Likert scale. The measurement model was evaluated through convergent validity, discriminant validity, composite reliability, and Cronbach's alpha, while the structural model was assessed using bootstrapping procedures to examine both direct and indirect relationships among variables. The findings reveal that service quality and customer expectations play significant roles in enhancing customer satisfaction and strengthening complaint handling, which subsequently contribute to member loyalty. Religiosity and halal awareness demonstrate different levels of influence within the proposed structural model. Furthermore, customer satisfaction and complaint handling function as important mediating variables that reinforce long-term loyalty. These findings provide practical insights for Islamic microfinance institutions in developing sustainable service strategies while maintaining compliance with Islamic values.
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