The Role of Member Satisfaction in Mediating the Influence of Islamic Business Ethics and Service Quality on Loyalty in Islamic Cooperatives
DOI: https://doi.org/10.26618/v9sqjg20
Etika Bisnis Islam, Kualitas Pelayanan, Kepuasan Anggota, Loyalitas.
Abstract
This study aims to analyze the influence of Islamic Business Ethics and service quality on member loyalty, with member satisfaction as a mediating variable at KSPPS BMT Mutiara Umat Sejahtera Kudus. The research sample consisted of 168 members with data obtained through questionnaires. The analysis was conducted using the Structural Equation Modeling (SEM) method with the help of AMOS 24.0 software. The validity and reliability tests included convergent validity, average variance extracted (AVE), discriminant validity, and construct reliability. The results showed that Islamic Business Ethics did not have a direct effect on loyalty but had a significant effect on member satisfaction. Conversely, service quality has a significant effect on member satisfaction and loyalty. Member satisfaction was found to fully mediate the relationship between Islamic Business Ethics and loyalty, and partially mediate the relationship between service quality and loyalty. These findings indicate that improving Islamic Business Ethics and service quality can increase satisfaction, which in turn has an impact on member loyalty.
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