SAJMS - South Asian Journal of Management Sciences

Evaluation of Customer Satisfaction on Islamic Microfinance: Empirical Evidence from Central Java, Indonesia

The impact of customer loyalty was examined through the influence of service quality on customer satisfaction for a sample of 220 respondents, which were customers of Islamic micro finance institutions at Central Java, Indonesia. The Structural Equation Modeling (SEM) was used for analysis and it indicated that service quality has a significantly positive impact on customer satisfaction in this specific industry and region. The findings also supported that customer satisfaction has a significantly positive influence on customer loyalty.

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