Purpose

This study aims to examine the relationship between trust and its antecedents, i.e. customer satisfaction, perceived value and religiosity. The moderating roles of religiosity on the relationships between perceived value, satisfaction and trust also have been investigated in this study.

Design/methodology/approach

This research has carried out in West Sumatra Indonesia. The respondents of this study are Islamic bank customers from five areas in West Sumatra Indonesia. Data have been collected through Survey method. After some preliminary analyses, we employed 390 useable responses in the analysis. Covariance Based Structural Equation Modeling (CB-SEM) was employed to analyze the data.

Findings

This study found that religiosity has significant impacts on perceived value, customer satisfaction and trust. Perceived value and customer satisfaction are also significant antecedents of trust. Moreover, it found the significant moderating impact of religiosity on the link between perceived value and trust, and also on the link between customer satisfaction and trust.

Research limitations/implications

This cross-sectional study has been conducted in a single country. Accordingly, this study may have a limitation in result generalization. Moreover, this study only focused on three antecedents of trust, including religiosity, satisfaction and perceived value. Therefore, for future research, we suggest conducting a longitudinal study in some Muslim countries such as Malaysia, Brunei Darussalam and Middle East countries. We also suggest employing other antecedents of customer trust, such as customer engagement and customer sociocultural.

Practical implications

Based on the research findings, the managers of Islamic banks will have input on how to improve their customers' trust by giving more attention to customer religiosity, perceived value and satisfaction. They can develop programs to increase customer perceived value and satisfaction such as a reward program to increase customer trust.

Originality/value

A more comprehensive model of the relationship between religiosity, perceived value, satisfaction and trust has been addressed in this study. This study also highlighted the significant moderating role of religiosity on the link between perceived value, satisfaction and trust which are neglected previously have also been highlighted in this study.

中文翻译：

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伊斯兰银行信托：宗教信仰、感知价值和满意度的作用

目的

本研究旨在检验信任与其前因之间的关系，即客户满意度、感知价值和宗教信仰。本研究还研究了宗教信仰对感知价值、满意度和信任之间关系的调节作用。

设计/方法/方法

这项研究已在印度尼西亚西苏门答腊进行。本研究的受访者是来自印度尼西亚西苏门答腊五个地区的伊斯兰银行客户。数据已通过调查方法收集。经过一些初步分析，我们在分析中使用了 390 个可用的响应。采用基于协方差的结构方程建模 (CB-SEM) 来分析数据。

发现

这项研究发现，宗教信仰对感知价值、客户满意度和信任有显着影响。感知价值和客户满意度也是信任的重要前提。此外，它发现宗教信仰对感知价值和信任之间的联系以及客户满意度和信任之间的联系有显着的调节作用。

研究限制/影响

这项横断面研究是在一个国家进行的。因此，本研究在结果概括上可能存在局限性。此外，本研究仅关注信任的三个前因，包括宗教信仰、满意度和感知价值。因此，对于未来的研究，我们建议在马来西亚、文莱达鲁萨兰国和中东国家等一些穆斯林国家进行纵向研究。我们还建议使用客户信任的其他前因，例如客户参与度和客户社会文化。

实际影响

根据研究结果，伊斯兰银行的经理们将对如何通过更加关注客户的宗教信仰、感知价值和满意度来提高客户的信任度提出意见。他们可以制定计划以提高客户感知价值和满意度，例如奖励计划以增加客户信任。

原创性/价值

本研究探讨了宗教信仰、感知价值、满意度和信任之间关系的更全面的模型。本研究还强调了宗教信仰对感知价值、满意度和信任之间的联系的显着调节作用，而这些以前被忽视的研究也强调了这一点。