What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia

Abstract

Purpose

The purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers – interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks.

Design/methodology/approach

The data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia.

Findings

Interaction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty.

Practical implications

The results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty.

Originality/value

This paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.

Citation

Wu, H.-C., Cheng, C.-C. and Hussein, A.S. (2019), "What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia", International Journal of Bank Marketing, Vol. 37 No. 2, pp. 595-620. https://doi.org/10.1108/IJBM-04-2018-0101