IMPACT OF SERVICE QUALITY, CUSTOMER ENGAGEMENT & CUSTOMER SATISFACTION ON CUSTOMER LOYALTY WITH THE MODERATING ROLE OF RELIGIOSITY

Abstract

The study intends to investigate determinants of customers' loyalty to Islamic banks, particularly service quality, customer satisfaction, as well as customer engagement. Moreover, the current study looked into the role of religiosity in moderating the relationship between the observed variables. For the purpose of this study, 335 customers of Islamic banks in Pakistan participated in this survey. This research used the purposive sampling and structural equation modelling to analyses the data. The outcome of this research indicated that there is clear relationship amid high levels of customer satisfaction, customer engagement, customer service quality, and customer loyalty. In addition, the findings indicated that religiosity has a moderating relationship with the observed variables. This research takes a cross-sectional approach while also focusing on a case study of specific nation. Results offer valuable information and as a consequence, the findings may not be indicative of the situation in other nations. The research, including the gathering of longitudinal data, is carried out in similar manner in other nations, making it useful to participate in such a study.