The Role of Interest as a Mediator in The Relationship of Knowledge and Islamic Financial Inclusion to The Loyalty Costumers of Non-Muslim

Ruswinalda Meilany , Fasiha Fasiha , Abubakar Mohammed Inuwa

Abstract


With an emphasis on the mediation of interest perceptions, this study attempts to investigate how Islamic financial inclusion and knowledge affect non-Muslim customers' loyalty. The study used a quantitative research approach, utilizing partial least squares (PLS) analysis to examine data gathered via surveys. The non-Muslim Bank BTN Syariah clients at the Kendari Branch make up the sample, which was chosen by chance sampling methods. The results show that Islamic financial inclusion and knowledge have a substantial impact on consumer loyalty through interest perceptions (t-statistics of 3.407 and 2.289, respectively), with p-values of 0.022 and 0.001. These findings imply that increasing awareness and encouraging wider adoption of Islamic financing can successfully increase the loyalty of non-Muslim clients. The necessity of including inclusive practices and understanding of Islamic finance as important performance measures is one of the research's practical ramifications for Islamic financial institutions. Financial institutions can improve their service to Muslim and non-Muslim populations and promote financial growth and loyalty by tackling these issues. By looking at customer loyalty variables outside of the Muslim community, this study adds to the body of knowledge in Islamic finance and provides fresh perspectives on customer relationship management and financial inclusion within the framework of Islamic banking. The focus on non-Muslim customers, a topic that has received little attention in the literature to date, is what makes this study unique.


Keywords


Customer Loyalty; Islamic Banking; Interest.

Full Text:

PDF

References


Abdul Rahim, M., Shaharuddin, N. ’Ain S., & Mohd Suki, N. (2024). Shariah governance disclosure and its effect on Islamic banks’ financial performance: evidence from Malaysia and GCC countries. Journal of Islamic Accounting and Business Research, 15(4), 619–642. https://doi.org/10.1108/JIABR-08-2021-0235

Abrar, M., Abbas, S., Kousar, S., & Mushtaq, M. (2023). Investigation on the Effects of Customer Knowledge, Political Support, and Innovation on the Growth of Islamic Banking System: a Case Study of Pakistan. Journal of the Knowledge Economy, 14(2), 946–965. https://doi.org/10.1007/s13132-022-00933-y

Adzimatinur, F., & Manalu, V. G. (2021). The Effect of Islamic Financial Inclusion on Economic Growth: A Case Study of Islamic Banking in Indonesia. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(1), 976–985. https://doi.org/10.33258/birci.v4i1.1699

Albaity, M., & Rahman, M. (2021). Customer Loyalty towards Islamic Banks : The Mediating Role of Trust and Attitude. 1–19.

Anjelisa, A., Fatmawati, I., & Nuryakin, N. (2023). Measuring the Effect of Islamic Service Quality, Customer Relationship Management, Customer Satisfaction, and Loyalty in Indonesian Islamic Banking. Al Qalam: Jurnal Ilmiah Keagamaan Dan Kemasyarakatan, 17(5), 3001. https://doi.org/10.35931/aq.v17i5.2615

Arno, A. K., Ishak, I., & Kamal, F. (2021). The Performance of Competitiveness of Sharia Banking (Indonesia-Pakistan) Using Porter’s Diamond Theory. FITRAH: Jurnal Kajian Ilmu-Ilmu Keislaman, 7(2), 261–284. https://doi.org/10.24952/fitrah.v7i2.4188

Bashir, S., Sultana, A., Y Dweikat, Z. F., Anwar, M., & Kelantan, M. (2021). Understanding of The Customers’ Perception on Islamic Banking and Financial Services in Malaysia. International Fellowship Journal of Interdisciplinary Research, 1(1), 74–90. https://doi.org/10.5281/zenodo.4480322

Behnam, M., Pyun, D. Y., Doyle, J. P., & Delshab, V. (2021). The impact of consumer knowledge on profitable consumer loyalty through perceived service quality and psychological involvement in non-profit sport clubs. International Journal of Sports Marketing and Sponsorship, 22(2), 407–427. https://doi.org/10.1108/IJSMS-03-2020-0039

Budiandru, B., & Yuniarti, S. (2020). Economic Turmoil in Islamic Banking Investment. Etikonomi, 19(2), 271–286. https://doi.org/10.15408/etk.v19i2.17206

Cevik, E. I., & Bugan, M. F. (2020). Regime-dependent relation between Islamic and conventional financial markets. Borsa Istanbul Review, 18(2), 114–121. https://doi.org/10.1016/j.bir.2017.11.001

Dewi, T. K., & Permana, S. R. (2021). Pengaruh Tingkat Religiusitas Dan Pengetahuan Terhadap Minat Menjadi Nasabah Di Bank Syariah Pada Mahasiswa Fakultas Ekonomi Dan Bisnis Islam Universitas Suryakancana Cianjur. Ar-Rihlah : Jurnal Keuangan Dan Perbankan Syariah, 1(2), 123. https://doi.org/10.35194/arps.v1i2.1888

Ercan, H., Karahanoglu, I., & Walter, G. (2021). Is Islamic Banking in Turkey really interest-free? Society and Economy, 43(4), 391–405. https://doi.org/10.1556/204.2021.00016

Fianto, B. A., Gan, C., Widiastuti, T., & Sukmana, R. (2020). Customer loyalty to Islamic banks: Evidence from Indonesia. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1859849

Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517

Freire, P. (2000). Pedagogy of the Oppressed. Continuum.

Habib, A. (2011). Product development in Islamic banks. Edinburgh University Press.

Hermansyah, & Febriadi, S. R. (2024). Juridical Review of Net Revenue Sharing and Profit Sharing Implementation In Islamic Bank. Amwaluna: Jurnal Ekonomi Dan Keuangan Syariah, 8(1), 151–159. https://doi.org/10.29313/amwaluna.v8i1.3446

Iskandar, A. S. (2011). Hubungan Antara Komunikasi Pemasaran, Pengetahuan Tentang Bank Syariah, Perceived Value Dan Loyalitas Nasabah Bank Syariah Sulawesi Selatan. Muamalah, 2.

Iskandar, A. S., Jabani, M., & Kahar Muang, M. S. (2021). Bsi Competitive Strategy Affect Purchasing Decisions of Conventional Bank Customers in Indonesia. International Journal of Artificial Intelligence Research, 6(1). https://doi.org/10.29099/ijair.v6i1.305

Jaara, O. O., Kadomi, A. M., Ayoub, M. I., Senan, N. A. M., & Jaara, B. O. (2021). Attitude formation towards islamic banks. Accounting, 7(2), 479–486. https://doi.org/10.5267/j.ac.2020.11.002

Jawaid, S. T., Siddiqui, A. H., Kanwal, R., & Fatima, H. (2023). Islamic banking and customer satisfaction in Pakistan: evidence from internal and external customers. Journal of Islamic Marketing, 14(2), 435–464. https://doi.org/10.1108/JIMA-09-2020-0297

Junaidah Abu Seman, Nurul Nazlia Jamil, & Azreen Jihan Che Mohd Hashim. (2021). Development of integrated Islamic finance-based index of financial inclusion using zakat and cash waqf: A preliminary study in Malaysia. The Journal of Muamalat and Islamic Finance Research, 19(1), 73–95. https://doi.org/10.33102/jmifr.v18i2.370

Keuangan, O. J. (2023). Statistik Perbankan Syariah. OJK. https://www.ojk.go.id/id/kanal/syariah/data-dan-statistik/statistik-perbankan-syariah

Khamis, F. M. (2021). Constructing Indicators For Islamic Financial Inclusion. International Journal of Islamic Economics, 3(2), 101. https://doi.org/10.32332/ijie.v3i2.3720

Kusnandar, A. (2022). Credit Risk in Islamic Banking: A Literature Study. … Journal of Finance &Banking Studies (2147-4486), 11(3), 21–26. https://ssbfnet.com/ojs/index.php/ijfbs/article/view/1547%0Ahttps://ssbfnet.com/ojs/index.php/ijfbs/article/download/1547/1379

Lesmana, C. I. (2023). Strategi Membangun Loyalotas Nasabah Bank Syariah. Ahlimedia Press.

Makudza, F. (2021). Augmenting customer loyalty through customer experience management in the banking industry. Journal of Asian Business and Economic Studies, 28(3), 191–203. https://doi.org/10.1108/JABES-01-2020-0007

Muhdar, H. M., Darmono, Mardiana, A., Muin, R., & Darwis, R. (2023). From conventional to Islamic banks: Factors affecting customer interests and decision making in selecting banks. Banks and Bank Systems, 18(3), 61–73. https://doi.org/10.21511/bbs.18(3).2023.06

Mujahidin. (2022). Financing in the Perspective of Shariah Banking. Edunomika, 6.

Mustapha, N., Mohammad, J., Quoquab, F., & Salam, Z. A. (2023). “Should I adopt Islamic banking services?” Factors affecting non-Muslim customers’ behavioral intention in the Malaysian context. Journal of Islamic Marketing, 14(10), 2450–2465. https://doi.org/10.1108/JIMA-03-2022-0094

Musyahidah, S. (2021). The Effect of Riba Avoidance and Product Knowledge on the Decision to Become a Customer of Islamic Banks. International Journal of Multidisciplinary Research and Analysis, 04(08), 1090–1101. https://doi.org/10.47191/ijmra/v4-i8-06

Närvänen, E., Kuusela, H., Paavola, H., & Sirola, N. (2020). A meaning-based framework for customer loyalty. International Journal of Retail & Distribution Management, 48(8), 825–843. https://doi.org/10.1108/IJRDM-05-2019-0153

Nasution, M. A. H., Maksum, A., & Yahya, I. (2022). Analysis of Effects of the Disclosure of Islamic Corporate Governance (ICG) and Islamic Corporate Social Responsibility (ICSR) on Financial Performance (An Empirical Study on the Sharia Banks in Indonesian in 2012-2020). International Journal of Research and Review, 9(2), 368–380. https://doi.org/10.52403/ijrr.20220248

News, A. (2022). OJK Keluarkan Laporan Perkembangan Keuangan Syariah Indonesia. Antara News. https://www.antaranews.com/berita/ojk-keluarkan-laporan-perkembangan-keuangan-syariah-indonesia

Nouman, M., Hashim, M., Trifan, V. A., Spinu, A. E., Siddiqi, M. F., & Khan, F. U. (2022). Interest rate volatility and financing of Islamic banks. PLoS ONE, 17(7 July), 1–21. https://doi.org/10.1371/journal.pone.0268906

Nugraheni, P., & Widyani, F. N. (2021). A study of intention to save in Islamic banks: the perspective of Muslim students. Journal of Islamic Marketing, 12(8), 1446–1460. https://doi.org/10.1108/JIMA-11-2019-0233

Nurhayati, L., Mandey, S. L., Taroreh, R. N., Trang, I., & Djamali, R. (2021). Why non-muslims become customers of islamic banking? Estudios de Economia Aplicada, 39(12), 1–13. https://doi.org/10.25115/eea.v39i12.6336

P.Adinirekso, G., Kusumastuti, S. Y., Permana, D., & Susiang, M. I. N. (2024). Metodologi Penelitian Kuantitatif. PT. Sonpedia Publishing Indonesia.

Prastiwi, I. E., & Zuhdi, M. N. (2022). Analysis of Factors Affecting Interest in Saving in Islamic Bank: Knowledge, Social Environment and Psychological Factors. International Journal of Economics, Business and Accounting Research (IJEBAR), 6(2), 770. https://doi.org/10.29040/ijebar.v6i2.4777

Pratiwi, E. K., Medias, F., & Janah, N. (2020). Perception of Non-Muslim Religious Leaders to Islamic Financial Institutions BT - Proceedings of the 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019). 893–896. https://doi.org/10.2991/assehr.k.200529.188

Quach, S., Thaichon, P., Roberts, R. E., & Weaven, S. (2020). Loyalty layers, expectations and the role of knowledge. Marketing Intelligence & Planning, 39, 377–393. https://api.semanticscholar.org/CorpusID:225281154

Republika. (2023). OJK: Pangsa Pasar Perbankan Syariah Indonesia Tumbuh Jadi 7,3 Persen. Republika. https://sharia.republika.co.id/berita/ojk-kinerja-perbankan-syariah-positif

Shafique, S., Ghafoor, A., Saman, M., & Ali, M. (2023). How Customers Loyalty Response to Service Quality, Bank Image and Religious Satisfaction?: An Evidence from Islamic Banking. Advances in Economics, Management and Political Sciences, 6(1), 378–397. https://doi.org/10.54254/2754-1169/6/20220176

Siregar, E. S., Sari, W. P., & Arsa, A. (2022). A Survey of Islamic Banking Products Knowledge in Villages: Evidence from Talang Bakung Village. Maliki Islamic Economics Journal, 1(2), 62–69. https://doi.org/10.18860/miec.v1i2.13511

Sudarsono, H., Afandi, A., & Perdana, A. R. A. (2023). Determinants of Consumer Decisions to Adopt Islamic Banking Services in Indonesia. Amwaluna: Jurnal Ekonomi Dan Keuangan Syariah, 7(1), 144–161. https://doi.org/10.29313/amwaluna.v7i1.8214

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif dan RdanD. Alphabet.

Tegambwage, A. G., & Kasoga, P. S. (2022). Antecedents of customer loyalty in Islamic banking: evidence from Tanzania. Journal of Islamic Accounting and Business Research, 13(4), 701–713. https://doi.org/10.1108/JIABR-10-2021-0288

Try Astuti, A. R. (2023). The Relationship of Financial Literacy and Financial Inclusion in Attracting Student Interest to Become Customers Syariah Banking. Journal of Accounting and Finance Management, 4(1), 33–40. https://doi.org/10.38035/jafm.v4i1.190

Vehovar, V., Toepoel, V., & Steinmetz, S. (2016). Non-probability Sampling. https://api.semanticscholar.org/CorpusID:156230860

Vo, D. H., Van, L. T. H., Dinh, L. T. H., & Ho, C. M. (2020). Financial inclusion, corporate social responsibility and customer loyalty in the banking sector in Vietnam. Journal of International Studies, 13(4), 9–23. https://doi.org/10.14254/2071-8330.2020/13-4/1

Winarti, A., Ningrum, N. K., & Maharani, B. D. (2023). The Influence of Visual Appeal and Perceived Enjoyment on Brand Loyalty Through Customer Trust for Shopee Users in Yogyakarta. Journal La Sociale, 4(5), 283–292. https://doi.org/10.37899/journal-la-sociale.v4i5.887

Yanti, C. C. M. (2022). El-ecosy: jurnal ekonomi dan keuangan islam. Jurnal Ekonomi Dan Keuangan Islam, 02(01), 1–15. https://jurnal.unsur.ac.id/Elecosy/Article/View/2013/1565




DOI: http://dx.doi.org/10.24042/ijebi.v9i2.25985

Refbacks

  • There are currently no refbacks.


Copyright (c) 2025 Ruswinalda Meilany, Fasiha, Abubakar Mohammed Inuwa

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

 

    

     


 

Ikonomika : Jurnal Ekonomi dan Bisnis Islam  is a Journal of Islamic Economics and Business, Published by the Faculty of Islamic Economics and Business at UIN Raden Intan Lampung Indonesia. This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.