What Reduces Switching Behavior in Indonesian Islamic Banking? The Mediating Role of Customer Satisfaction
DOI:
https://doi.org/10.23917/jisel.v9i01.13794Keywords:
Profit sharing ratio, quality of Islamic services, Sharia Compliance, technological sophistication, Switching BehaviorAbstract
Switching behavior is a marker of customer loyalty, particularly among Islamic bank customers. Therefore, a strategy is needed to reduce the rate of customer switching from an Islamic bank to other banks. This study aims to analyze the determinants of switching behavior in Indonesian Islamic banks, using customer satisfaction as a mediating variable. This study employed a quantitative approach using Structural Equation Modeling based on Partial Least Squares (SEM-PLS). This study successfully collected primary data from 265 customers of an Indonesian Islamic bank. The results of this study indicate that none of the antecedent variables directly influence switching behavior, but they do significantly influence customer satisfaction. Customer satisfaction effectively mediates switching behavior, indicating that more satisfied customers are less likely to switch banks. The findings of this study indicate that Islamic bank customers act rationally by evaluating all antecedent variables before switching to another bank. This research theoretically contributes to the literature regarding the importance of customer satisfaction in explaining customer behavior. In practice, this research emphasizes the need for appropriate strategies to provide a positive experience of transacting with Islamic banks, thereby satisfying customers and minimizing switching behavior. Therefore, banks must maintain and improve customer satisfaction through optimizing competitive profit-sharing schemes, service strategies, sharia compliance, and technological innovation to increase customer loyalty and reduce switching behavior. This strategy is expected to strengthen Islamic banks’ long-term competitiveness.
Downloads
References
Agustin, H., Hasan, H., Setiawan, R., & Indrastuti, S. (2023). Pengembangan Konsep Kualitas Layanan Bank Syariah Berdasarkan Perspektif Islam. Jurnal Tabarru’: Islamic Banking and Finance, 6(2), 785–794. https://doi.org/https://doi.org/10.25299/jtb.2023.vol6(2).15836
Ahmad, K. (2022). Pengaruh Kepatuhan Syariah terhadap Kepuasan Nasabah pada Bank Muamalat melalui Kualitas Layanan. UIN Syarif Hidayatullah Jakarta.
Alfansi, L. (2023). Pemasaran Jasa Financial (Edisi 2). Penerbit Salemba.
Amanda, N., & Ibadillah, M. N. (2023). Pengaruh Faktor Keamanan Dan Kemudahan Terhadap Minat Generasi Millenial Menggunakan Mobile Banking. Jurnal Al-Fatih Global Mulia, 5(1), 31–44. https://doi.org/10.59729/alfatih.v5i1.59
Ayu, D., & Krisnaningsih, D. (2023). Pengaruh Penggunaan Bsi Mobile Terhadap Kepuasan Nasabah Di BSI cabang Jenggolo. Jurnal Tabarru’ : Islamic Banking and Finance, 6(1), 179–191. https://doi.org/https://doi.org/10.25299/jtb.2023.vol6(1).13052
Azam, A. M., Mauluddiyah, L. Z., Rukin, & Aisafitri, A. (2025). Buku Kualitas Pelayanan dalam Menjamin Kepuasan Pelanggan. Widina.
Azizah, N. S., Mayda, A., & Laisa. (2024). Implementasi Akad Wadiah Pada Produk Tabungan Perbankan Syariah Di Indonesia. Religion : Jurnal Agama, Sosial, Dan Budaya, 3(2), 178–192. https://doi.org/https://doi.org/10.55606/religion.v3i2.930
Azkiya, S. R., & Labibah. (2023). Analisis Penerimaan Aplikasi Ikalsel Menggunakan Teori Technology Acceptance Model (TAM). UNILIB : Jurnal Perpustakaan, 14(1), 21–31. https://doi.org/10.20885/unilib.vol14.iss1.art3
Bank Syariah Indonesia. (2024). Kinerja Solid & Berkelanjutan, Aset BSI Tumbuh 48% dalam 3 Tahun. 30 September. https://www.bankbsi.co.id/news-update/berita/kinerja- solid-berkelanjutan-aset-bsi-tumbuh-48-dalam-3-tahun
Bank Syariah Indonesia. (2025). Laporan Tahunan 2024. BSI. https://ir.bankbsi.co.id/annual_reports.html
Dalimunthe, N., & Bastian, A. (2023). Analisis Penerapan Syariah Compliance terhadap Kepuasan Nasabah. Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 8(4), 1089–1101. https://doi.org/https://doi.org/10.30651/jms.v8i4.21226
Diah, N. (2018). Analisis Pengaruh E-Banking dan Kualitas Pelayanan Terhadap Loyalitas Nasabah. Penerbit Noviana Diah.
Evi, T., & Rachbini, W. (2023). Partial Least Squares (Teori Dan Praktek). Tahta Media Group Publishing.
Fahmi, S. (2023). Pengaruh Nilai, Manfaat Dan Kepuasan Konsumen Terhadap Niat Untuk Beralih (Studi Pada Pengguna Uang Elektronik di Jawa Timur). INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 6(4), 544–558. https://doi.org/https://doi.org/10.31842/jurnalinobis.v6i4.309
Fandi, A. (2019). Pengaruh Kualitas Layanan Terhadap Minat Nasabah Menggunakan Mobile Banking PT Bank Syariah Mandiri Surabaya. Jurnal Ekonomi Islam, 2(3), 110–117. https://journal.unesa.ac.id/index.php/jei/article/view/26506
Fatun, R. (2023). Analisis Nisbah dalam Pembiayaan Mudharabah di BMT UGT Nusantara Capem Pasean. Currency: Jurnal Ekonomi Dan Perbankan Syariah, 01(02), 89–111. https://doi.org/https://doi.org/10.32806/ccy.v1i2.230
Ghozali, I. (2021). Partial Least Squares: Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.2.9 Untuk penelitian Empiris (Edisi ke-3). Badan Penerbit Universitas Diponegoro.
Gupa, S. (2022). Pengaruh kepatuhan syariah dan banking service quality terhadap kepuasan nasabah studi pada Bank Syariah Indonesia Kantor Cabang Palangka Raya 1 [IAIN Palangka Raya]. https://digilib.iain-palangkaraya.ac.id/5102/
Hardman, J. (2024). The Limits and Logic of Agency Theory in Company Law. Routledge.
Hasyim, F., & Fauzi, A. N. (2021). Determinant of service quality to Islamic banking customer satisfaction during Covid-19. Journal of Management and Digital Business, 1(2), 90–104. https://doi.org/10.53088/jmdb.v1i2.97
Isabella, I., Sani, A., & Alam, A. P. (2022). Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Dalam Konsep Ekonomi Islam Pada PT. Bank Syariah Indonesia. Jurnal El Rayyan: Jurnal Perbankan Syariah, 1(2), 1–10. https://garuda.kemdiktisaintek.go.id/documents/detail/3954553
Karim, K. (2020). Aspek Kepuasan Nasabah berdasarkan Kualitas Jasa Perbankan. CV. Jakad Media Publishing.
Laili, P. N., & Rahman, T. (2024). Excellent Service dalam Mempertahankan Loyalitas Nasabah di Bank Syariah Indonesia KC Bojonegoro. Syarikat: Jurnal Rumpun Ekonomi Syariah, 7(2), 279–287. https://doi.org/https://doi.org/10.25299/syarikat.2024.vol7(2).20644
Lena, S. S., & Syarofi, M. (2022). Penetapan Margin dan Nisbah Bagi Hasil Pada Pembiayaan Mudharabah di Bank Syariah Indonesia. Jurnal Ekonomi Dan Bisnis Islam (JEBI), 2(2), 153–162. https://doi.org/10.56013/jebi.v2i2.1529
Mahardika, S. G., Zulfikar, A. L., & Swandari, S. (2025). Lembaga Keuangan Bank Dan Non Bank: Dinamika, Regulasi, Dan Implementasi Syariah. PT. Nawala Gama Education.
Markavia, R. N., Latifah, F. N., & Masruchin. (2022). Analisis Pengaruh Bunga Bank, Bagi Hasil, dan Pelayanan Terhadap Persepsi Masyarakat Mengenai Bank Syariah (Studi Kasus di Kabupaten Sidoarjo). Syarikat: Jurnal Rumpun Ekonomi Syariah, 5(2), 58–71. https://doi.org/10.25299/syarikat.2022.vol5(2).9522
Maslihatin, A., & Riduwan, R. (2020). Analisis Kepatuhan Syariah pada Bank Syariah: Studi Kasus Bank Pembiayaan Rakyat Syariah. Jurnal Maps (Manajemen Perbankan Syariah), 4(1), 27–35. https://doi.org/10.32627/maps.v4i1.193
Masnun, N., & Utomo, M. N. (2025). Kualitas Layanan Sebagai Variabel Mediasi Pengaruh Kualitas Produksi Terhadap Kepuasan Pelanggan E-Commerce. Eco-Build Journal, 9(2), 1–19. https://doi.org/https://doi.org/10.35915/ecobuild.v9i2.1066
Mochlasin, M., Nadia Hasbullah, N., Muthohar, A. M., & Anwar, S. (2023). Customer switching behavior among Indonesian Muslims: Evidence from the merger of Indonesia’s State-owned Islamic banks. Cogent Business and Management, 10(3), 1–19. https://doi.org/https://doi.org/10.1080/23311975.2023.2287781
Mukhid, A. (2021). Metodologi Penelitian Pendekatan Kuantitatif. CV Jakad Media Publishing.
Mukhra, U. H., Nizam, A., Kesuma, M., Ridha, S. M., Makrut, J. J., Utami, S., Mubarak, A., & Saddaq, M. (2024). Mobile Banking dalam Persepsi Privasi Nasabah. Syiah Kuala University Press.
Muthmainah, M. C. (2022). Faktor yang Mempegaruhi Perilaku Peralihan Pelanggan: Peran Mediasi Kepuasan dan Kepercayaan Pelanggan. Jurnal Riset Bisnis Dan Investasi, 7(3), 125–136. https://doi.org/https://doi.org/10.35313/jrbi.v7i3.3437
Nadia, E., Fadhillah, M., & Cahya, A. D. (2025). The Effect Of Brand Experience And Perceived Value On Customer Loyalty Dimediated By Customer Satisfaction On Wardah Skincare. Equity: Jurnal Ekonomi, 13(2), 12–23. https://doi.org/10.33019/equity.v13i2.448
Ningsih, N. S. I., & Khoiruddin, A. Y. (2023). Faktor-Faktor Yang Mempengaruhi Loyalitas Nasabah Bank Syariah Indonesia. Jurnal Syarikah : Jurnal Ekonomi Islam, 9(2), 197–208. https://doi.org/10.30997/jsei.v9i2.9884
Nulviki, A. (2021). Pengaruh Kepatuhan Syariah, Kualitas Pelayanan, dan Citra Perusahaan terhadap Loyalitas Nasabah. Universitas Islam Negeri Syarif Hidayatullah Jakarta.
Nurchayati, Jumali, E., Sobana, D. H., Shalihah, M., & Judianto, L. (2024). Manajemen Keuangan Syariah (Pengantar, Perkembangan, dan Tantangan). PT. Sonpedia Publishing Indonesia.
Nurhisam, L. (2016). Kepatuhan Syariah (Sharia Compliance) dalam Industri Keuangan Syariah. Jurnal Hukum IUS QUIA IUSTUM, 23(1), 77–96. https://doi.org/https://doi.org/10.20885/iustum.vol23.iss1.art5
Parasuraman, Z. & B. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality (64(1)). Journal of Retailing.
Putra, R. P., & Herianingrum, S. (2015). Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Dan Loyalitas Nasabah Bank BRI Syariah Surabaya. Jurnal Ekonomi Syariah Teori Dan Terapan, 1(9), 622–635. https://doi.org/10.20473/vol1iss20149pp622-635
Romadhonia, S., & Kurniawati, S. L. (2022). The Effect of Islamic Corporate Governance, Sharia Compliance, Islamic Social Responsibility on the Profitability of Sharia Banks. EKONOMIKA SYARIAH : Journal of Economic Studies, 6(1), 90–104. https://doi.org/10.30983/es.v6i1.5566
Rupita, N. E., Khairunisa, M., & Arifin, Z. (2024). Analisis Pengaruh Kualitas Pelayanan dan Nisbah Bagi Hasil Terhadap Kepuasan Nasabah Tabungan Mudharabah. Journal of Sharia and Law, 3(2), 605–621. https://doi.org/https://doi.org/10.1234001/jsl.v3i2.1699
Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill-Building Approach. John Wiley & Sons.
Setiawan, R. (2022). Bagi Hasil Pada Pembiayaan Musyarakah Dan Mudharabah Di Bank Syariah Sesuai Syariah Islam. MARGIN: Journal of Islamic Banking, 2(2), 133–143. https://doi.org/10.30631/margin.v2i2.1408
Siswanto, Y. T., & Cahyono, D. (2022). Kualitas Layanan Terhadap Kepuasan Pelanggan. CV. Azka Pustaka.
Solehudin, Heri, Desvian Bandarsyah, Erna Budiarti, R. G. S. (2024). Analisis Kebijakan Interseksional dalam Pelayanan Komunitas Non-Terdaftar Perkotaan (Pertama). Kaizen Media Publishing.
Sudhartio, L., Yulfiswandi, Y., & Anzarika, R. (2024). Analisa Faktor-Faktor yang Mempengaruhi Loyalitas dengan Kepuasan sebagai Mediasi pada Nasabah Prioritas Bank Syariah Indonesia di Kepulauan Riau. Jurnal Ekonomi Bisnis, Manajemen Dan Akuntansi (JEBMA), 4(1), 302–320. https://doi.org/10.47709/jebma.v4i1.3566
Suryani, T. (2017). Manajemen Pemasaran Strategik Bank di Era Global. Prenadia Group.
Wibowo, A., Wahyu Wibowo, F., Istiqomah Sujono, R., Wibisono, D., & Khasanah, U. (2023). The Effect of Relationship Quality on Continuity in the Use of Sharia M Banking: the Role of Access Convenience, Service Quality and Structure Assurance. Journal of Economic Studies, 7(2), 1–22. https://doi.org/htthttps://doi.org/10.30983/es.v7i2.7265
Widiya, T. N., & Safitri, R. (2022). Pengaruh Sharia Compliance terhadap Kepuasan Nasabah BSI KC Malang Soetta Dimediasi Oleh Layanan Digital Banking. NISBAH: Jurnal Perbankan Syariah, 96(2), 93–102. https://doi.org/https://doi.org/10.30997/jn.v8i2.6558
Winarto, A., & Andrew, R. (2025). Pengaruh Pengalaman Nasabah dan Kepuasan Nasabah terhadap Loyalitas Nasabah PT Bank Permata TBK. Profit: Jurnal Manajemen, Bisnis Dan Akuntansi, 4(1), 01–11. https://doi.org/10.58192/profit.v4i1.2930
Wulandari, E., Adiba, E. M., & Septiana, N. I. (2023). Determinant of Job Satisfaction and Job Performance among Staff of An Islamic Banks. Journal of Islamic Economic Laws, 6(2), 89–109. https://doi.org/http://dx.doi.org/10.23917/jisel.v6i2.21476
Yahyanti, M. E. (2019). Analisis Pengaruh Tingkat Nisbah Bagi Hasil, Pelayanan, dan Produk Terhadap Kepuasan Nasabah Tabungan Pada Bank Syariah Mandiri. Iqitishodia: Jurnal Ekonomi Syariah, 4(1), 71–100. https://doi.org/https://doi.org/10.35897/iqtishodia.v4i1
Downloads
Submitted
Accepted
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Journal of Islamic Economic Laws
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
