The Influence of Sharia Values and Service Quality on Customer Loyalty with Customer Satisfaction as a Moderating Variable in the E-Commerce Industry
Abstract
This study investigates the relationship between Sharia values, service quality, customer satisfaction, and customer loyalty in the context of e-commerce. Data was collected from 117 e-commerce customers through an online questionnaire. The analytical method used was Structural Equation Modeling (SEM) with the Smart PLS software. The results of the study indicate that Sharia values do not have a direct impact on customer loyalty but have a significant positive impact on customer satisfaction. Meanwhile, service quality does not have a direct effect on customer loyalty but has a strong influence on customer satisfaction. The findings also indicate that customer satisfaction significantly mediates the relationship between service quality and customer loyalty. These findings imply that e-commerce companies should improve service quality to enhance customer satisfaction, which in turn can strengthen e-commerce customer loyalty.
Downloads
References
Abd Razak, A. Z. A., Yeop Yunus, N. K. Y. Y., Samsudin, N., Ab Wahid, H., & Wahid, Z. W. (2019). Social Support Moderating Effect Between Work-Family Conflict and Health and Stress of Working Students in UPSI. International Business Education Journal. https://doi.org/10.37134/ibej.vol12.3.2019
Alyamy, K. F., & Sau Cheong, L. (2020). Role Ambiguity, Conflict and Overload as Predictors of Emotional Exhaustion: the Mediation Effect of Teaching Satisfaction and Affective Commitment. International Journal of Education, Psychology and Counseling, 5(36), 37–55. https://doi.org/10.35631/ijepc.536004
Ángeles López Cabarcos, M., López-Carballeira, A., & Ferro-Soto, C. (2021). How to Moderate Emotional Exhaustion among Public Healthcare Professionals? European Research on Management and Business Economics, 27(2). https://doi.org/10.1016/j.iedeen.2020.100140
Bakker, A. B., & Demerouti, E. (2017). Job Demands-Resources Theory: Taking Stock and Looking Forward. Journal of Occupational Health Psychology. https://doi.org/10.1037/ocp0000056
Chernyak-Hai, L., Fein, E. C., Skinner, N., Knox, A. J., & Brown, J. (2021). Unpaid Professional Work at Home and Work-Life Interference among Employees with Care Responsibilities. Journal of Psychology: Interdisciplinary and Applied. https://doi.org/10.1080/00223980.2021.1884825
Darekar, D, S., & Darekar, D. J. (2019). Burnout in Employees Working In Marketing Department and Operations Department of “A” Company. Research Journey, 16.
De Clercq, D., Azeem, M. U., Haq, I. U., & Bouckenooghe, D. (2020). The Stress-Reducing Effect of Coworker Support on Turnover Intentions: Moderation by Political Ineptness and Despotic Leadership. Journal of Business Research, 111(March 2018), 12–24. https://doi.org/10.1016/j.jbusres.2020.01.064
Fasbender, U., Van der Heijden, B. I. J. M., & Grimshaw, S. (2019). Job Satisfaction, Job Stress and Nurses’ Turnover Intentions: The Moderating Roles of on-The-Job and Off-The-Job Embeddedness. Journal of Advanced Nursing. https://doi.org/10.1111/jan.13842
Ferreira, A. I. (2017). Leader and Peer Ethical Behavior Influences on Job Embeddedness. Journal of Leadership and Organizational Studies, 24(3), 345–356. https://doi.org/10.1177/1548051817702095
Haddock, S. A., Weiler, L. M., Trump, L. J., & Henry, K. L. (2017). The Efficacy of Internal Family Systems Therapy in the Treatment of Depression Among Female College Students: A Pilot Study. Journal of Marital and Family Therapy. https://doi.org/10.1111/jmft.12184
Herwanti, Titiek; Irwan, M. N. F. (2017). Disclosure Level’s Effect of Islamic Social Reporting on Company’s Profitability and Zakat. Management and Administrative Sciences Review, 6(2), 85–98.
Hobfoll, S. E., Halbesleben, J., Neveu, J. P., & Westman, M. (2018). Conservation of Resources in the Organizational Context: The Reality of Resources and Their Consequences. In Annual Review of Organizational Psychology and Organizational Behavior. https://doi.org/10.1146/annurev-orgpsych-032117-104640
Isbahi, M. B. (2023). Factors Influencing Purchase Behavior: Consumer Interest, Price, and Product Quality (Literature Review HRM). Danadyaksa: Post Modern Economy Journal, 1(1), 18–36. https://doi.org/10.69965/danadyaksa.v1i1.6
Isip, F. B. T. (2021). Encouraging the Use of Slovin’s Formula in Computing Sample Sizes. Position Paper -ISIP.
Khan, J., Saeed, I., Ali, A., & Gul Nisar, H. (2021). The Mediating Role of Emotional Exhaustion in the Relationship between Abusive Supervision and Employee Cyberloafing Behaviour Author(s). Journal of Management and Research (JMR), 8(1), 160–178.
Khorakian, A., Nosrati, S., & Eslami, G. (2018). Conflict at Work, Job Embeddedness, and Their Effects on Intention to Quit Among Women Employed in Travel Agencies: Evidence from A Religious City in A Developing Country. International Journal of Tourism Research, 20(2), 215–224. https://doi.org/10.1002/jtr.2174
Kimura, T., Bande, B., & Fernández-Ferrín, P. (2018). Work Overload and Intimidation: The Moderating Role of Resilience. European Management Journal. https://doi.org/10.1016/j.emj.2018.03.002
Kosanke, R. M. (2019). Antecedents and Consequences of Emotional labor : A review Tayyaba. Bulletin of Business and Economics, 6, 157–165.
Kossek, E. E., & Lee, K.-H. (2017). Work-Family Conflict and Work-Life Conflict. In Oxford Research Encyclopedia of Business and Management. https://doi.org/10.1093/acrefore/9780190224851.013.52
Kumar, S., & Shazania, S. (2021). The Effect of Emotional Exhaustion Towards Job Performance. Malaysian Journal of Consumer and Family Economics.
Law, K. M. Y., & Breznik, K. (2017). Impacts of Innovativeness and Attitude on Entrepreneurial Intention: Among Engineering and Non-Engineering Students. International Journal of Technology and Design Education. https://doi.org/10.1007/s10798-016-9373-0
Lee, M., Lee, K. J., Lee, S. M., & Cho, S. (2020). From Emotional Exhaustion to Cynicism in Academic Burnout Among Korean High School Students: Focusing on The Mediation Effects of Hatred of Academic Work. Stress and Health. https://doi.org/10.1002/smi.2936
Liu, C., & Yu, K. (2019). Career Adaptability and Citizenship Outcomes: A Moderated Mediation Model. Career Development International, 24(7), 658–671. https://doi.org/10.1108/CDI-12-2018-0312
Mcmullan, A. (2017). Understanding the Importance of Work-Family Supportive Coworkers in Navigating the Work-Family Interface. Université d’Ottawa/University of Ottawa).
Miftahul Maulidy, M., & Ratnawati, I. (2023). The Effect of Work Safety Climate and Work Safety Knowledge on Work Safety Behavior with Work Safety Motivation as an Intervening Variable. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 6(1), 413-425. https://doi.org/10.31538/iijse.v6i1.2604
Naru, A. S., & Rehman, A. (2020). Impact of Job Insecurity and Work Overload on Employee Performance With the Mediating Role of Employee Stress: A Case of Pakistan’s Fast-food Industry. International Journal of Human Resource Studies. https://doi.org/10.5296/ijhrs.v10i1.15741
Purwanto, A., Bernarto, I., Asbari, M., Wijayanti, L. M., Choi, &, & Hyun, C. (2020). The Impacts of Leadership and Culture on Work Performance in Service Company and Innovative Work Behavior As Mediating Effects. Journal of Reseacrh in Business, Economics, and Education.
Putriwulandari, F. D., Sudjadi, A., & Indrayanto, A. (2018). The Effects of Work-Leisure Conflict, Work Overload and Work-Family Conflict on Job Embeddedness: Moderating Role of Perceived Supervisor Support. Journal Of Research In Management. https://doi.org/10.32424/jorim.v1i3.45
Qaiser, Saadia, & Ghulam, A. (2022). Psychological Contract Breach and Happiness at Work in Healthcare sector: Double Mediation of Colleague Support and Deviant Workplace Behaviour. Pakistan Journal of Commerce and Social Sciences, 16(1), 50–69.
Rasyid, Y. (2019). Pengaruh Kompetensi Sumber Daya Manusia, dan Penerapan Standar Akuntansi Pemerintahan Terhadap Kualitas Laporan Keuangan Pemerintah pada Satuan Kerja Pemerintah Pusat di Wilayah Jawa Barat. Jurnal Good Governance. https://doi.org/10.32834/gg.v15i1.97
Safrizal, H. B. A., Eliyana, A., & Febriyanti, K. L. (2020). The Effect of Double Role Conflict (Work Family Conflict) on Female Worker’s Performance with Work Stress as The Intervening Variable. Systematic Reviews in Pharmacy. https://doi.org/10.31838/srp.2020.10.65
Self, T. T., Gordon, S., & Ghosh, A. (2022). Increasing Management Retention: The Mediating Role of Organizational Embeddedness on Coworker Support and Turnover Intention. International Journal of Hospitality and Tourism Administration. https://doi.org/10.1080/15256480.2019.1708224
Sellar, T., & Arulrajah, A. A. (2018). The Role of Social Support on Job Burnout in the Apparel Firm. International Business Research. https://doi.org/10.5539/ibr.v12n1p110
Shin, Y., Hur, W. M., & Choi, W. H. (2020). Coworker Support as a Double-Edged Sword: A Moderated Mediation Model of Job Crafting, Work Engagement, and Job Performance. International Journal of Human Resource Management, 31(11), 1417–1438. https://doi.org/10.1080/09585192.2017.1407352
Szilvassy, P., & Širok, K. (2022). Importance of Work Engagement in Primary Healthcare. BMC Health Services Research. https://doi.org/10.1186/s12913-022-08402-7
Toha, Mohamad & Habibah, N.J. (2023). MSME Empowerment and Development Program to Increase Consumer Satisfaction. Sahwahita: Community Engagement Journal, 1(1), 26-39. https://e-journal.bustanul-ulum.id/index.php/Sahwahita/article/view/24
Treuren, G. J. M. (2019). Employee Embeddedness as a Moderator of The Relationship Between Work and Family Conflict and Leaving Intention. International Journal of Human Resource Management. https://doi.org/10.1080/09585192.2017.1326394
Trzebiatowski, T., & Triana, M. del C. (2020). Family Responsibility Discrimination, Power Distance, and Emotional Exhaustion: When and Why are There Gender Differences in Work–Life Conflict? Journal of Business Ethics. https://doi.org/10.1007/s10551-018-4000-5
Wang, I. A., Tsai, H. Y., Lee, M. H., & Ko, R. C. (2019). The Effect of Work–Family Conflict on Emotional Exhaustion and Job Performance Among Service Workers: The Cross-Level Moderating Effects of Organizational Reward and Caring. International Journal of Human Resource Management, 0(0), 1–22. https://doi.org/10.1080/09585192.2019.1651373
Watson, J. M. (2018). Job Embeddedness May Hold the Key to the Retention of Novice Talent in Schools. Educational Leadership Administration: Teaching and Program Development March, 29(1), 1.
WHO. (2020). WHO Coronavirus Disease. In WHO.int.
Yam, L., Raybould, M., & Gordon, R. (2018). Employment Stability and Retention in the Hospitality Industry: Exploring The Role of Job Embeddedness. Journal of Human Resources in Hospitality and Tourism, 17(4), 445–464. https://doi.org/10.1080/15332845.2018.1449560
Copyright (c) 2024 Fajar Isnaeni, Hwihanus Hwihanus
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
