Service Quality, Islamic Financial Literacy on Customer Loyalty of Islamic Banks: A Systematic Literature Review

Lailaturrahmi Lailaturrahmi; Abror Abror

doi:10.55927/ajabm.v4i2.178

Authors

Lailaturrahmi Lailaturrahmi Universitas Negeri Padang
Abror Abror Universitas Negeri Padang

DOI:

https://doi.org/10.55927/ajabm.v4i2.178

Keywords:

Customer loyalty, Service Quality, Islamic Financial Literacy

Abstract

The purpose of this study is to investigate the relationship between customer loyalty and Islamic financial literacy and service quality in Indonesian Islamic banks. Using a qualitative Systematic Literature Review (SLR) approach, 518 publications were found, assessed, and synthesized from a variety of scholarly databases, such as Google Scholar, Science Direct, Taylor & Francis, and Emerald. Twenty-five pertinent publications were chosen and examined using Mendeley and VOSviewer after particular inclusion and exclusion criteria were applied. The results show that customer loyalty is strongly impacted by both Islamic financial literacy and service quality, either directly or indirectly through the mediating effect of customer pleasure. In contrast, service quality tends to have a stronger direct impact than Islamic financial knowledge. According to the study's findings, strengthening financial literacy instruction and raising service quality are essential tactics for cultivating client loyalty and assisting Indonesia's Islamic banking industry's expansion. It is advised that further issues be investigated in future studies, such as the development of technology and shifting consumer habits in the digital age.

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