How Service Quality and Emotional Attachment affect Continuance Intention of Islamic Banking Customers in Indonesia

The fierce competition and the presence of digital-only banking increase the challenge of Islamic banking to retain its customers. This study investigates the influence of service quality and emotional attachment on customers satisfaction and continuance intention to use Islamic banking products/services. The sample of this study is Islamic banking customers, the result of data collection gained 226 responses. The data is analyzed using PLS-SEM. This study found that emotional attachment and service quality are predictors of customer satisfaction and continuance intention. It also found that customer satisfaction leads to continuance intention to use Islamic banking products/services. This finding shows that service quality and emotional attachment are imperative for influencing customers' decisions to continue using the products/services.