How to cite this paper
Prastiwi, E., Surachman, S., Sunaryo, S & Hussein, A. (2011). The effect of sharia experience quality on customer loyalty.Management Science Letters , 11(3), 909-916.
Refrences
Amin, H., Rahim Abdul Rahman, A., Laison Sondoh, S., & Magdalene Chooi Hwa, A. (2011). Determinants of customers’ intention to use Islamic personal financing: The case of Malaysian Islamic banks. Journal of Islamic Accounting and Business Research, 2(1), 22–42. https://doi.org/10.1108/17590811111129490.
Aziz, S. A., Musa, R., & Rahman, S. A. (2016). Theorizing Islamic Retail Experiential Value in Predicting Total Islamic Experience Quality: A Hypothesised Model. Procedia Economics and Finance, 37, 453–459. https://doi.org/10.1016/s2212-5671(16)30151-4
Badgett, M., Boyce, M. S., & Kleinberger, H. (2007). Turning shoppers into advocates. IBM Institute for Business Value, 35(3), 352-369.
Chang, T. Y., & Horng, S. C. (2010). Conceptualizing and measuring experience quality: The customer’s perspective. Ser-vice Industries Journal, 30(14), 2401–2419. https://doi.org/10.1080/02642060802629919
Chen, C. F., & Tsai, M. H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator. Tourism Management, 29(6), 1166–1171. https://doi.org/10.1016/j.tourman.2008.02.019
Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008
Cossío-Silva, F. J., Revilla-Camacho, M. Á., Vega-Vázquez, M., & Palacios-Florencio, B. (2016). Value co-creation and customer loyalty. Journal of Business Research, 69(5), 1621–1625. https://doi.org/10.1016/j.jbusres.2015.10.028
Daryanto, A., de Ruyter, K., Wetzels, M., & Patterson, P. G. (2010). Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting. Journal of the Academy of Marketing Science, 38(5), 604-616.
El-Menouar, Y. (2014). The five dimensions of Muslim religiosity. Results of an Empirical Study. Method, Data, Anal-yses, 8(1), 53–78. https://doi.org/10.12758/mda.2014.003
Fernandes, T., & Cruz, M. (2016). Dimensions and outcomes of experience quality in tourism: The case of Port wine cel-lars. Journal of Retailing and Consumer Services, 31, 371–379. https://doi.org/10.1016/j.jretconser.2016.05.002
Foroudi, P., Jin, Z., Gupta, S., Melewar, T. C., & Foroudi, M. M. (2016). Influence of innovation capability and customer experience on reputation and loyalty. Journal of Business Research, 69(11), 4882–4889. https://doi.org/10.1016/j.jbusres.2016.04.047
Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150. https://doi.org/10.1007/s11747-012-0308-3
Hapsari, R., Hussein, A. S., & Handrito, R. P. (2020). Being Fair to Customers: A Strategy in Enhancing Customer En-gagement and Loyalty in the Indonesia Mobile Telecommunication Industry. Services Marketing Quarterly, 41(1), 49–67. https://doi.org/10.1080/15332969.2019.1707375
Hernando, E., & Campo, S. (2017). An artist’s perceived value: Development of a measurement scale. International Jour-nal of Arts Management, 19(3), 33–47.
Järvinen, R. A. (2014). Consumer trust in banking relationships in Europe. International Journal of Bank Marketing, 32(6), 551–566. https://doi.org/10.1108/IJBM-08-2013-0086
Jin, N. P., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behav-ioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82–95. https://doi.org/10.1002/jtr.1968
Kashif, M., Abdur Rehman, M., & Pileliene, L. (2016). Customer perceived service quality and loyalty in Islamic banks. TQM Journal, 28(1), 62–78. https://doi.org/10.1108/TQM-01-2014-0006
Kashif, M., Samsi, S. Z. M., Awang, Z., & Mohamad, M. (2016). EXQ: measurement of healthcare experience quality in Malaysian settings: A contextualist perspective. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 27–47. https://doi.org/10.1108/IJPHM-03-2015-0011
Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings. Journal of Services Marketing, 30(4), 384–397. https://doi.org/10.1108/JSM-06-2014-0194
Kim, H., & Choi, B. (2013). The Influence of Customer Experience Quality on Customers’ Behavioral Intentions. Services Marketing Quarterly, 34(4), 322–338. https://doi.org/10.1080/15332969.2013.827068
Kotler, P., Hayes, T., & Bloom, P. N. (2002). Marketing professional services. Prentice Hall.
Liao, Y. W., Wang, Y. S., & Yeh, C. H. (2014). Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing. Internet Research, 24(5), 668–686. https://doi.org/10.1108/IntR-08-2013-0181
Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83–96. https://doi.org/10.1007/s11747-007-0070-0
Polo Peña, A. I., Frías Jamilena, D. M., & Rodríguez Molina, M. Á. (2014). Value co-creation via information and com-munications technology. Service Industries Journal, 34(13), 1043–1059. https://doi.org/10.1080/02642069.2014.939641
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4–9. https://doi.org/10.1108/10878570410699249
Prebensen, N. K., Kim, H. (Lina), & Uysal, M. (2016). Cocreation as moderator between the experience value and satis-faction relationship. Journal of Travel Research, 55(7), 934–945. https://doi.org/10.1177/0047287515583359
Saarijärvi, H., Kannan, P. K., & Kuusela, H. (2013). Value co-creation: theoretical approaches and practical implications. European Business Review, 25(1), 6–19. https://doi.org/10.1108/09555341311287718
Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data analysis, 48(1), 159-205.
Vargo, S. L., Lusch, R. L., Akaka, M. A., & He, Y. (2009). Service-dominant Logic: A Review and Assessment. Review of Marketing Research, 6, 125–167.
Vargo, S. L., Maglio, P. P., & Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145–152. https://doi.org/10.1016/j.emj.2008.04.003
Vega-Vazquez, M., Revilla-Camacho, M. Á., & Cossío-Silva, F. J. (2013). The value co-creation process as a determinant of customer satisfaction. Management Decision, 51(10), 1945–1953. https://doi.org/10.1108/MD-04-2013-0227
Verhoef, P. C., Langerak, F., & Donkers, B. (2007). Understanding brand and dealer retention in the new car market: The moderating role of brand tier. Journal of Retailing, 83(1), 97-113.
Waseem, D., Biggemann, S., & Garry, T. (2018). Value co-creation: The role of actor competence. Industrial Marketing Management, 70, 5–12. https://doi.org/10.1016/j.indmarman.2017.07.005
Wu, H. C., & Li, T. (2017). A Study of Experiential Quality, Perceived Value, Heritage Image, Experiential Satisfaction, and Behavioral Intentions for Heritage Tourists. Journal of Hospitality and Tourism Research, 41(8), 904–944. https://doi.org/10.1177/1096348014525638
Yoshida, M. (2017, November 1). Consumer experience quality: A review and extension of the sport management litera-ture. Sport Management Review. Elsevier Ltd. https://doi.org/10.1016/j.smr.2017.01.002
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-48.
Zietsman, M. L., Mostert, P., & Svensson, G. (2019). Perceived price and service quality as mediators between price fair-ness and perceived value in business banking relationships: A micro-enterprise perspective. International Journal of Bank Marketing, 37(1), 2–19. https://doi.org/10.1108/IJBM-07-2017-0144
Aziz, S. A., Musa, R., & Rahman, S. A. (2016). Theorizing Islamic Retail Experiential Value in Predicting Total Islamic Experience Quality: A Hypothesised Model. Procedia Economics and Finance, 37, 453–459. https://doi.org/10.1016/s2212-5671(16)30151-4
Badgett, M., Boyce, M. S., & Kleinberger, H. (2007). Turning shoppers into advocates. IBM Institute for Business Value, 35(3), 352-369.
Chang, T. Y., & Horng, S. C. (2010). Conceptualizing and measuring experience quality: The customer’s perspective. Ser-vice Industries Journal, 30(14), 2401–2419. https://doi.org/10.1080/02642060802629919
Chen, C. F., & Tsai, M. H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator. Tourism Management, 29(6), 1166–1171. https://doi.org/10.1016/j.tourman.2008.02.019
Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008
Cossío-Silva, F. J., Revilla-Camacho, M. Á., Vega-Vázquez, M., & Palacios-Florencio, B. (2016). Value co-creation and customer loyalty. Journal of Business Research, 69(5), 1621–1625. https://doi.org/10.1016/j.jbusres.2015.10.028
Daryanto, A., de Ruyter, K., Wetzels, M., & Patterson, P. G. (2010). Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting. Journal of the Academy of Marketing Science, 38(5), 604-616.
El-Menouar, Y. (2014). The five dimensions of Muslim religiosity. Results of an Empirical Study. Method, Data, Anal-yses, 8(1), 53–78. https://doi.org/10.12758/mda.2014.003
Fernandes, T., & Cruz, M. (2016). Dimensions and outcomes of experience quality in tourism: The case of Port wine cel-lars. Journal of Retailing and Consumer Services, 31, 371–379. https://doi.org/10.1016/j.jretconser.2016.05.002
Foroudi, P., Jin, Z., Gupta, S., Melewar, T. C., & Foroudi, M. M. (2016). Influence of innovation capability and customer experience on reputation and loyalty. Journal of Business Research, 69(11), 4882–4889. https://doi.org/10.1016/j.jbusres.2016.04.047
Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150. https://doi.org/10.1007/s11747-012-0308-3
Hapsari, R., Hussein, A. S., & Handrito, R. P. (2020). Being Fair to Customers: A Strategy in Enhancing Customer En-gagement and Loyalty in the Indonesia Mobile Telecommunication Industry. Services Marketing Quarterly, 41(1), 49–67. https://doi.org/10.1080/15332969.2019.1707375
Hernando, E., & Campo, S. (2017). An artist’s perceived value: Development of a measurement scale. International Jour-nal of Arts Management, 19(3), 33–47.
Järvinen, R. A. (2014). Consumer trust in banking relationships in Europe. International Journal of Bank Marketing, 32(6), 551–566. https://doi.org/10.1108/IJBM-08-2013-0086
Jin, N. P., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behav-ioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82–95. https://doi.org/10.1002/jtr.1968
Kashif, M., Abdur Rehman, M., & Pileliene, L. (2016). Customer perceived service quality and loyalty in Islamic banks. TQM Journal, 28(1), 62–78. https://doi.org/10.1108/TQM-01-2014-0006
Kashif, M., Samsi, S. Z. M., Awang, Z., & Mohamad, M. (2016). EXQ: measurement of healthcare experience quality in Malaysian settings: A contextualist perspective. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 27–47. https://doi.org/10.1108/IJPHM-03-2015-0011
Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings. Journal of Services Marketing, 30(4), 384–397. https://doi.org/10.1108/JSM-06-2014-0194
Kim, H., & Choi, B. (2013). The Influence of Customer Experience Quality on Customers’ Behavioral Intentions. Services Marketing Quarterly, 34(4), 322–338. https://doi.org/10.1080/15332969.2013.827068
Kotler, P., Hayes, T., & Bloom, P. N. (2002). Marketing professional services. Prentice Hall.
Liao, Y. W., Wang, Y. S., & Yeh, C. H. (2014). Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing. Internet Research, 24(5), 668–686. https://doi.org/10.1108/IntR-08-2013-0181
Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83–96. https://doi.org/10.1007/s11747-007-0070-0
Polo Peña, A. I., Frías Jamilena, D. M., & Rodríguez Molina, M. Á. (2014). Value co-creation via information and com-munications technology. Service Industries Journal, 34(13), 1043–1059. https://doi.org/10.1080/02642069.2014.939641
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4–9. https://doi.org/10.1108/10878570410699249
Prebensen, N. K., Kim, H. (Lina), & Uysal, M. (2016). Cocreation as moderator between the experience value and satis-faction relationship. Journal of Travel Research, 55(7), 934–945. https://doi.org/10.1177/0047287515583359
Saarijärvi, H., Kannan, P. K., & Kuusela, H. (2013). Value co-creation: theoretical approaches and practical implications. European Business Review, 25(1), 6–19. https://doi.org/10.1108/09555341311287718
Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data analysis, 48(1), 159-205.
Vargo, S. L., Lusch, R. L., Akaka, M. A., & He, Y. (2009). Service-dominant Logic: A Review and Assessment. Review of Marketing Research, 6, 125–167.
Vargo, S. L., Maglio, P. P., & Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145–152. https://doi.org/10.1016/j.emj.2008.04.003
Vega-Vazquez, M., Revilla-Camacho, M. Á., & Cossío-Silva, F. J. (2013). The value co-creation process as a determinant of customer satisfaction. Management Decision, 51(10), 1945–1953. https://doi.org/10.1108/MD-04-2013-0227
Verhoef, P. C., Langerak, F., & Donkers, B. (2007). Understanding brand and dealer retention in the new car market: The moderating role of brand tier. Journal of Retailing, 83(1), 97-113.
Waseem, D., Biggemann, S., & Garry, T. (2018). Value co-creation: The role of actor competence. Industrial Marketing Management, 70, 5–12. https://doi.org/10.1016/j.indmarman.2017.07.005
Wu, H. C., & Li, T. (2017). A Study of Experiential Quality, Perceived Value, Heritage Image, Experiential Satisfaction, and Behavioral Intentions for Heritage Tourists. Journal of Hospitality and Tourism Research, 41(8), 904–944. https://doi.org/10.1177/1096348014525638
Yoshida, M. (2017, November 1). Consumer experience quality: A review and extension of the sport management litera-ture. Sport Management Review. Elsevier Ltd. https://doi.org/10.1016/j.smr.2017.01.002
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-48.
Zietsman, M. L., Mostert, P., & Svensson, G. (2019). Perceived price and service quality as mediators between price fair-ness and perceived value in business banking relationships: A micro-enterprise perspective. International Journal of Bank Marketing, 37(1), 2–19. https://doi.org/10.1108/IJBM-07-2017-0144