Factors Affecting Customer Switching Intentions in the Sharia Banking Industry in Malang (A Conceptual Framework)


The development of sharia banks in Indonesia is quite good in general, but many people’s perception of a sharia bank is still negative, and public participation and awareness are still low. This fact may be as a result of public confidence in sharia banks still being low, customer attitudes toward product service being still negative, the cost being relatively high and contribution to profit-sharing still being low. The results of previous empirical studies also showed that community loyalty to Islamic banks is still low compared with conventional banks. Many studies have been conducted by previous researchers in the field of both banking and non-banking sectors as to why customers have switching behavior. In addition, there is a gap between the results of research quality of service to customer loyalty. Based on the phenomenon, problems, and previous empirical studies, the researchers seek to build a research concept framework about customers’ switching intention in the sharia banking industry in Malang. The purpose of this study is to confirm the factors that affect customers in the intention of switching to a conventional bank. The unit of analysis in this study is respondents (customers) who have not made a move or customers who are still active in Islamic banks.



Keywords: service quality, satisfaction, trust, loyalty, switching intention

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