The Impact of Service Quality and Sharia Governance on Cooperative Members’ Loyalty of Post Conversion as Mediated by Brand Image
Keywords:
Brand Image; Member Loyalty; Sharia Cooperative; Sharia Governance; Service Quality;
Abstract
Background: The growth of sharia cooperatives in Aceh following the implementation of Qanun No. 11/2018 Aceh has intensified competition and highlighted the importance of maintaining member loyalty. Factors such as service quality, sharia governance, and institutional image are crucial in influencing satisfaction and sustaining cooperative member loyalty.
Method: This study utilized primary data by distributing questionnaires to 113 respondents through cluster sampling, namely sharia cooperatives located in the West, East, and Central Aceh regions. We tested the seven proposed hypotheses using the Structural Equation Modeling (SEM) technique.
Results: The findings of this study indicate that service quality and sharia governance have an effect on the institution's ideals. Likewise, service quality has an effect on member loyalty. However, sharia governance and brand image do not have an effect on member loyalty. The indirect effect also reveals that the brand image cannot influence service quality or sharia governance's effect on member loyalty. The study investigates the mediated effect of sharia governance and service quality on member loyalty.
Conclusion: This empirical evidence demonstrates that sharia cooperatives need to improve the quality of their services in order to preserve member loyalty
References
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Alam, Md. K., Rahman, M. M., Runy, M. K., Adedeji, B. S., & Hassan, Md. F. (2022). The influences of Shariah governance mechanisms on Islamic banks performance and Shariah compliance quality. Asian Journal of Accounting Research, 7(1), 2–16. https://doi.org/10.1108/AJAR-11-2020-0112
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Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70–94.
Al-Jazzazi, M. A., & Sultan, P. (2014). Banking service quality in the Middle Eastern countries. International Journal of Bank Marketing, 32(7), 688–700.
Aramburu, I. A., & Pescador, I. G. (2019). The Effects of Corporate Social Responsibility on Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus Commercial Banks in the Basque Country. Journal of Business Ethics, 154(3), 701–719. https://doi.org/10.1007/s10551-017-3438-1
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212.
Atikah, P., Majid, M. S. A., & Suriani, S. (2023). Analyzing the Sharia Cooperatives Efficiency in Aceh Province, Indonesia. International Journal of Finance, Economics and Business, 2(2), 134–141.
Ayuni, R. F., Hussein, A. S., & Handrito, R. (2015). Role of religion motives and brand image towards consumer satisfaction and consumer loyalty of Islamic banking. The International Journal of Accounting and Business Society, 23(2), 47–58.
Badara, M. S., Nik, N. K. M., Mujtaba, A. M., Al-Refai, A. N., Badara, A. M., & Abubakar, F. M. (2013). Direct effect of service quality dimensions on customer satisfaction and customer loyalty in Nigerian Islamic bank. Management, 3(1), 6–11.
Bhat, S. A., & Darzi, M. A. (2016). Customer relationship management: An approach to competitive advantage in the banking sector by exploring the mediational role of loyalty. International Journal of Bank Marketing, 34(3), 388–410.
Bhat, S. A., Darzi, M. A., & Parrey, S. H. (2018). Antecedents of customer loyalty in banking sector: a mediational study. Vikalpa, 43(2), 92–105.
Brown, J. H., Melewar, T. C., Nguyen, B., & Wilson, E. J. (2016). Exploring brand identity, meaning, image, and reputation (BIMIR) in higher education: A special section. In Journal of Business Research (Vol. 69, Issue 8, pp. 3019–3022). Elsevier.
Chung, K.-H., Yu, J.-E., Kim, W., & Shin, J.-I. (2016). The antecedent and consequences of brand image in a low-priced cosmetic brand of South Korea: The moderating effect of gender. International Journal of U-and e-Service Science and Technology, 9(2).
Dewi, F. P. (2020). Loyalty towards Islamic Microfinances Industry: The Role of Religiosity, Image, and Trust.
Esmaeilpour, F. (2015). The role of functional and symbolic brand associations on brand loyalty. Journal of Fashion Marketing and Management, 19(4), 467–484. https://doi.org/10.1108/JFMM-02-2015-0011
Hafasnuddin, & Majid, M. S. Abd. (2022). What drives Islamic banking customers’ satisfaction and loyalty: financial or spiritual benefits? Journal of Sustainable Finance & Investment, 1–27. https://doi.org/10.1080/20430795.2022.2105789
Hair, J. F. (2010). Black. WC, Babin. BJ; and Anderson. RE (2010), Multivariate Data Analysis. Pearson Prentice Hall, New Jersey.
Hashim, F., Mahadi, N. D., & Amran, A. (2015). Corporate governance and sustainability practices in Islamic financial institutions: the role of country of origin. Procedia Economics and Finance, 31, 36–43.
Irawan, M. (2018). Politik Hukum Ekonomi Syariah Dalam Perkembangan Lembaga Keuangan Syariah Di Indonesia. Jurnal Media Hukum, 25(1). https://doi.org/10.18196/jmh.2018.0097.10-21
Itam, M. I., bt Hasan, R., & Alhabshi, S. M. (2016). Shariah governance framework for Islamic co-operatives as an integral social insitution in Malaysia. Intellectual Discourse, 24.
Javed, S., Rashidin, M. S., & Jian, W. (2021). Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility. Future Business Journal, 7(1), 1–18.
Juliandi, A. (2018). Structural equation model based partial least square SEM-PLS Menggunakan SmartPLS. Jurnal Pelatihan SEM-PLS Program Pascasarjana Universitas Batam, 1617.
Kartika, T., Firdaus, A., & Najib, M. (2020). Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank. Journal of Islamic Marketing, 11(4), 933–959.
Kim, S.-B., & Kim, D.-Y. (2016). The impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry. Asian Journal of Sustainability and Social Responsibility, 1(1), 39–55.
Kumala, R. (2022). Sharia Financial Services Cooperative In Review Of Fiqh Muamalah. JESKaPe: Jurnal Ekonomi Syariah, Akuntansi Dan Perbankan, 6(1), 190–210.
Le, T. T. (2023). Corporate social responsibility and SMEs’ performance: mediating role of corporate image, corporate reputation and customer loyalty. International Journal of Emerging Markets, 18(10), 4565–4590.
McKillop, D., French, D., Quinn, B., Sobiech, A. L., & Wilson, J. O. S. (2020). Cooperative financial institutions: A review of the literature. International Review of Financial Analysis, 71, 101520. https://doi.org/10.1016/j.irfa.2020.101520
Michaelidou, N., Micevski, M., & Cadogan, J. W. (2015). An evaluation of nonprofit brand image: Towards a better conceptualization and measurement. Journal of Business Research, 68(8), 1657–1666. https://doi.org/10.1016/j.jbusres.2015.03.024
Mustofa, N. H., & Wati, W. W. (2021). Analisis Pengaruh Memutuskan Menabung dengan Brand Image sebagai Variabel Mediasi. El-Jizya: Jurnal Ekonomi Islam, 9(1), 56–68.
Nasfi, N., Prawira, A., Lutfi, A., & Aziz, Z. (2022). Conversion of Conventional Cooperatives to Sharia Affected by Cooperative Skills, Discipline and Work Environment. Adpebi International Journal of Multidisciplinary Sciences, 1(1), 111–119.
Novianti, N., Endri, E., & Darlius, D. (2018). Kepuasan Pelanggan Memediasi Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Loyalitas Pelanggan. Mix: Jurnal Ilmiah Manajemen, 8(1), 90. https://doi.org/10.22441/mix.2018.v8i1.006
Oparaugo, B. (2021). Role of public relations in corporate image building and sustenance. International Journal of Applied Research in Business and Management, 2(1), 26–37.
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405.
Puspitasari, R. D., & Darma, E. S. (2019). Pengaruh implementasi syariah governance terhadap kepuasan dan loyalitas muzakki (studi pada lembaga amil zakat Se-DIY). Reviu Akuntansi Dan Bisnis Indonesia, 3(1), 67–84.
Ragab, M. A. F., & Arisha, A. (2018). Research methodology in business: A starter’s guide.
Resti, O., Asyari, A., & Winarno, W. (2020). A The Strategy of Syariah Cooperative Development in Padang Panjang City. AL-FALAH: Journal of Islamic Economics, 5(1), 130–148.
Rifa’i, M. A., Marfudin, M., Jasman, J., & Mastur, M. (2023). The Influence Of Service Quality On The Interest Of Sharia Cooperative Partners Mediated By Satisfaction. Jurnal Istiqro, 9(1), 28–43. https://doi.org/10.30739/istiqro.v9i1.1490
Safittri, W., & Riyaldi, M. H. (2022a). The Effect of Service Quality and Sharia Governance on Loyalty through Member’s Satisfaction in Sharia Cooperatives. 2022 International Conference on Sustainable Islamic Business and Finance (SIBF), 170–174. https://doi.org/10.1109/SIBF56821.2022.9940106
Setiawati, Z., Majid, M. S. A., Zulkifli, Z., Agustina, M., & Riyaldi, M. H. (2023). The Effects of Service Quality and Sharia Governance on Islamic Banking Customer Loyalty: Does Bank Reputation Play a Role? 2023 International Conference on Sustainable Islamic Business and Finance (SIBF), 291–295.
Shabbir, M. Q., Khan, A. A., & Khan, S. R. (2017). Brand loyalty brand image and brand equity: the mediating role of brand awareness. International Journal of Innovation and Applied Studies, 19(2), 416.
Sutrisno, S., Cahyono, D., & Qomariah, N. (2017). Analisis kualitas pelayanan, kepercayaan serta citra koperasi terhadap kepuasan dan loyalitas anggota. Jurnal Sains Manajemen Dan Bisnis Indonesia, 7(2).
Umuri, K., Nurdin, R., & Riyaldi, M. H. (2023). Kualitas Pelayanan dan Loyalitas Anggota Koperasi Syariah di Indonesia. QULUBANA: Jurnal Manajemen Dakwah, 4(1), 66–86.
Umuri, K., Syahrizal, T. M., Halim, H., & Farma, J. (2023a). Qanun of Islamic Financial Institutions Implementation and Cooperatives Responses: Experience from Aceh. Al-Buhuts, 19(1).
Umuri, K., Syahrizal, T. M., Halim, H., & Farma, J. (2023b). Qanun of Islamic Financial Institutions Implementation and Cooperatives Responses: Experience from Aceh. Al-Buhuts, 19(1), 19–38.
Waluyo, A. (2016). Kepatuhan Bank Syariah Terhadap Fatwa Dewan Syariah Nasional Pasca Transformasi Ke Dalam Hukum Positif. Inferensi, 10(2), 517. https://doi.org/10.18326/infsl3.v10i2.517-538
Winarno, S. H., Nalendra, A. R. A., & Givan, B. (2020). The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business. Esensi: Jurnal Bisnis Dan Manajemen, 10(1), 45–56.
Winarto, W. W. A., & Falah, F. (2020). Analisis Sistem Pengelolaan Keuangan Produk Pembiayaan Syariah Dengan Akad Murabahah. JPS (Jurnal Perbankan Syariah), 1(2), 150–161. https://doi.org/10.46367/jps.v1i2.234
Zaerofi, A. (2022). The Service Performance and Customer Satisfaction Model in Islamic Banking. Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah, 5(3), 1153–1165. https://doi.org/10.47467/alkharaj.v5i3.1533
Alam, Md. K., Rahman, M. M., Runy, M. K., Adedeji, B. S., & Hassan, Md. F. (2022). The influences of Shariah governance mechanisms on Islamic banks performance and Shariah compliance quality. Asian Journal of Accounting Research, 7(1), 2–16. https://doi.org/10.1108/AJAR-11-2020-0112
Alfarizi, M. (2022). Determinasi Niat Pemilik UMKM Menggunakan Koperasi Syariah dalam Dorongan Pemberdayaan Ekonomi Islam Indonesia. Jurnal Ekonomi Syariah Teori Dan Terapan, 9(6).
Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70–94.
Al-Jazzazi, M. A., & Sultan, P. (2014). Banking service quality in the Middle Eastern countries. International Journal of Bank Marketing, 32(7), 688–700.
Aramburu, I. A., & Pescador, I. G. (2019). The Effects of Corporate Social Responsibility on Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus Commercial Banks in the Basque Country. Journal of Business Ethics, 154(3), 701–719. https://doi.org/10.1007/s10551-017-3438-1
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212.
Atikah, P., Majid, M. S. A., & Suriani, S. (2023). Analyzing the Sharia Cooperatives Efficiency in Aceh Province, Indonesia. International Journal of Finance, Economics and Business, 2(2), 134–141.
Ayuni, R. F., Hussein, A. S., & Handrito, R. (2015). Role of religion motives and brand image towards consumer satisfaction and consumer loyalty of Islamic banking. The International Journal of Accounting and Business Society, 23(2), 47–58.
Badara, M. S., Nik, N. K. M., Mujtaba, A. M., Al-Refai, A. N., Badara, A. M., & Abubakar, F. M. (2013). Direct effect of service quality dimensions on customer satisfaction and customer loyalty in Nigerian Islamic bank. Management, 3(1), 6–11.
Bhat, S. A., & Darzi, M. A. (2016). Customer relationship management: An approach to competitive advantage in the banking sector by exploring the mediational role of loyalty. International Journal of Bank Marketing, 34(3), 388–410.
Bhat, S. A., Darzi, M. A., & Parrey, S. H. (2018). Antecedents of customer loyalty in banking sector: a mediational study. Vikalpa, 43(2), 92–105.
Brown, J. H., Melewar, T. C., Nguyen, B., & Wilson, E. J. (2016). Exploring brand identity, meaning, image, and reputation (BIMIR) in higher education: A special section. In Journal of Business Research (Vol. 69, Issue 8, pp. 3019–3022). Elsevier.
Chung, K.-H., Yu, J.-E., Kim, W., & Shin, J.-I. (2016). The antecedent and consequences of brand image in a low-priced cosmetic brand of South Korea: The moderating effect of gender. International Journal of U-and e-Service Science and Technology, 9(2).
Dewi, F. P. (2020). Loyalty towards Islamic Microfinances Industry: The Role of Religiosity, Image, and Trust.
Esmaeilpour, F. (2015). The role of functional and symbolic brand associations on brand loyalty. Journal of Fashion Marketing and Management, 19(4), 467–484. https://doi.org/10.1108/JFMM-02-2015-0011
Hafasnuddin, & Majid, M. S. Abd. (2022). What drives Islamic banking customers’ satisfaction and loyalty: financial or spiritual benefits? Journal of Sustainable Finance & Investment, 1–27. https://doi.org/10.1080/20430795.2022.2105789
Hair, J. F. (2010). Black. WC, Babin. BJ; and Anderson. RE (2010), Multivariate Data Analysis. Pearson Prentice Hall, New Jersey.
Hashim, F., Mahadi, N. D., & Amran, A. (2015). Corporate governance and sustainability practices in Islamic financial institutions: the role of country of origin. Procedia Economics and Finance, 31, 36–43.
Irawan, M. (2018). Politik Hukum Ekonomi Syariah Dalam Perkembangan Lembaga Keuangan Syariah Di Indonesia. Jurnal Media Hukum, 25(1). https://doi.org/10.18196/jmh.2018.0097.10-21
Itam, M. I., bt Hasan, R., & Alhabshi, S. M. (2016). Shariah governance framework for Islamic co-operatives as an integral social insitution in Malaysia. Intellectual Discourse, 24.
Javed, S., Rashidin, M. S., & Jian, W. (2021). Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility. Future Business Journal, 7(1), 1–18.
Juliandi, A. (2018). Structural equation model based partial least square SEM-PLS Menggunakan SmartPLS. Jurnal Pelatihan SEM-PLS Program Pascasarjana Universitas Batam, 1617.
Kartika, T., Firdaus, A., & Najib, M. (2020). Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank. Journal of Islamic Marketing, 11(4), 933–959.
Kim, S.-B., & Kim, D.-Y. (2016). The impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry. Asian Journal of Sustainability and Social Responsibility, 1(1), 39–55.
Kumala, R. (2022). Sharia Financial Services Cooperative In Review Of Fiqh Muamalah. JESKaPe: Jurnal Ekonomi Syariah, Akuntansi Dan Perbankan, 6(1), 190–210.
Le, T. T. (2023). Corporate social responsibility and SMEs’ performance: mediating role of corporate image, corporate reputation and customer loyalty. International Journal of Emerging Markets, 18(10), 4565–4590.
McKillop, D., French, D., Quinn, B., Sobiech, A. L., & Wilson, J. O. S. (2020). Cooperative financial institutions: A review of the literature. International Review of Financial Analysis, 71, 101520. https://doi.org/10.1016/j.irfa.2020.101520
Michaelidou, N., Micevski, M., & Cadogan, J. W. (2015). An evaluation of nonprofit brand image: Towards a better conceptualization and measurement. Journal of Business Research, 68(8), 1657–1666. https://doi.org/10.1016/j.jbusres.2015.03.024
Mustofa, N. H., & Wati, W. W. (2021). Analisis Pengaruh Memutuskan Menabung dengan Brand Image sebagai Variabel Mediasi. El-Jizya: Jurnal Ekonomi Islam, 9(1), 56–68.
Nasfi, N., Prawira, A., Lutfi, A., & Aziz, Z. (2022). Conversion of Conventional Cooperatives to Sharia Affected by Cooperative Skills, Discipline and Work Environment. Adpebi International Journal of Multidisciplinary Sciences, 1(1), 111–119.
Novianti, N., Endri, E., & Darlius, D. (2018). Kepuasan Pelanggan Memediasi Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Loyalitas Pelanggan. Mix: Jurnal Ilmiah Manajemen, 8(1), 90. https://doi.org/10.22441/mix.2018.v8i1.006
Oparaugo, B. (2021). Role of public relations in corporate image building and sustenance. International Journal of Applied Research in Business and Management, 2(1), 26–37.
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405.
Puspitasari, R. D., & Darma, E. S. (2019). Pengaruh implementasi syariah governance terhadap kepuasan dan loyalitas muzakki (studi pada lembaga amil zakat Se-DIY). Reviu Akuntansi Dan Bisnis Indonesia, 3(1), 67–84.
Ragab, M. A. F., & Arisha, A. (2018). Research methodology in business: A starter’s guide.
Resti, O., Asyari, A., & Winarno, W. (2020). A The Strategy of Syariah Cooperative Development in Padang Panjang City. AL-FALAH: Journal of Islamic Economics, 5(1), 130–148.
Rifa’i, M. A., Marfudin, M., Jasman, J., & Mastur, M. (2023). The Influence Of Service Quality On The Interest Of Sharia Cooperative Partners Mediated By Satisfaction. Jurnal Istiqro, 9(1), 28–43. https://doi.org/10.30739/istiqro.v9i1.1490
Safittri, W., & Riyaldi, M. H. (2022a). The Effect of Service Quality and Sharia Governance on Loyalty through Member’s Satisfaction in Sharia Cooperatives. 2022 International Conference on Sustainable Islamic Business and Finance (SIBF), 170–174. https://doi.org/10.1109/SIBF56821.2022.9940106
Setiawati, Z., Majid, M. S. A., Zulkifli, Z., Agustina, M., & Riyaldi, M. H. (2023). The Effects of Service Quality and Sharia Governance on Islamic Banking Customer Loyalty: Does Bank Reputation Play a Role? 2023 International Conference on Sustainable Islamic Business and Finance (SIBF), 291–295.
Shabbir, M. Q., Khan, A. A., & Khan, S. R. (2017). Brand loyalty brand image and brand equity: the mediating role of brand awareness. International Journal of Innovation and Applied Studies, 19(2), 416.
Sutrisno, S., Cahyono, D., & Qomariah, N. (2017). Analisis kualitas pelayanan, kepercayaan serta citra koperasi terhadap kepuasan dan loyalitas anggota. Jurnal Sains Manajemen Dan Bisnis Indonesia, 7(2).
Umuri, K., Nurdin, R., & Riyaldi, M. H. (2023). Kualitas Pelayanan dan Loyalitas Anggota Koperasi Syariah di Indonesia. QULUBANA: Jurnal Manajemen Dakwah, 4(1), 66–86.
Umuri, K., Syahrizal, T. M., Halim, H., & Farma, J. (2023a). Qanun of Islamic Financial Institutions Implementation and Cooperatives Responses: Experience from Aceh. Al-Buhuts, 19(1).
Umuri, K., Syahrizal, T. M., Halim, H., & Farma, J. (2023b). Qanun of Islamic Financial Institutions Implementation and Cooperatives Responses: Experience from Aceh. Al-Buhuts, 19(1), 19–38.
Waluyo, A. (2016). Kepatuhan Bank Syariah Terhadap Fatwa Dewan Syariah Nasional Pasca Transformasi Ke Dalam Hukum Positif. Inferensi, 10(2), 517. https://doi.org/10.18326/infsl3.v10i2.517-538
Winarno, S. H., Nalendra, A. R. A., & Givan, B. (2020). The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business. Esensi: Jurnal Bisnis Dan Manajemen, 10(1), 45–56.
Winarto, W. W. A., & Falah, F. (2020). Analisis Sistem Pengelolaan Keuangan Produk Pembiayaan Syariah Dengan Akad Murabahah. JPS (Jurnal Perbankan Syariah), 1(2), 150–161. https://doi.org/10.46367/jps.v1i2.234
Zaerofi, A. (2022). The Service Performance and Customer Satisfaction Model in Islamic Banking. Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah, 5(3), 1153–1165. https://doi.org/10.47467/alkharaj.v5i3.1533
Published
2026-06-17
How to Cite
Nurdin, R., Riyaldi, M. H., Abdullah, S. R., & Umuri, K. (2026). The Impact of Service Quality and Sharia Governance on Cooperative Members’ Loyalty of Post Conversion as Mediated by Brand Image. Sharia Economic and Management Business Journal (SEMBJ), 7(2), 308-320. https://doi.org/10.62159/sembj.v7i2.2239
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Copyright (c) 2026 Ridwan Nurdin, Muhammad Haris Riyaldi, Sakinatul Raadiyah Abdullah, Khairil Umuri
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