Hung-Che Wu, Ching-Chan Cheng, Ananda Sabil Hussein
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. © 2019, Emerald Publishing Limited.
Business School, Nanfang College of Sun Yat-sen University, Guangzhou City, China; Department of Food and Beverage Management, Taipei University of Marine Technology, Taipei City, Taiwan; Department of Management, Universitas Brawijaya Malang, Malang, Indonesia
