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The influence of Islamic attributes and religious commitments toward halal wellness services customer satisfaction and loyalty

Nurdin Sobari (Department of Management, Faculty of Economics and Business, Universitas Indonesia, Depok, Indonesia and Universitas Indonesia, Depok, Indonesia)
Andyan Kurniati (Islamic and Middle Eastern Studies, School of Strategic and Global Studies, Universitas Indonesia, Depok, Indonesia)
Hardius Usman (Department of Management, Universitas Indonesia, Depok, Indonesia and Department of Applied Statistics, Sekolah Tinggi Ilmu Statistik, Jakarta, Indonesia)

Journal of Islamic Marketing

ISSN: 1759-0833

Article publication date: 25 November 2019

Abstract

Purpose

This study aims to analyze the behavior of Indonesian Muslim consumers toward halal wellness services, especially to determine the effect of Islamic attributes providing halal wellness services and customer religious commitment as a moderating variable on customer satisfaction and loyalty.

Design/methodology/approach

The study was carried out by surveying 260 respondents from 13 Muslim salon outlets in the Jabodetabek area as research samples. Furthermore, a quantitative approach with moderated regression analysis is used as an analytical tool to test the research hypothesis.

Findings

The study found that embedding Islamic attributes in a halal service correlated positively with customer satisfaction. Four of the six dimensions of Islamic attributes that provide halal wellness services have a significant influence on customer satisfaction and loyalty. In addition, it was found that the moderating effect of religious commitment variables was only significant on two Islamic attributes, namely, Muslim goods and services and halal labeled products.

Research limitations/implications

This study was conducted with samples taken from only one brand of muslimah salon in Jabodetabek area. So that generalization needs to be done with caution.

Practical implications

The paper includes implications for the marketing strategy of halal wellness services industry including the importance of experiential marketing strategy, the moderation between fiqh law compliance and customer convenience and the service customization based on customer preferences.

Originality/value

This paper gives an understanding of the behavior of halal wellness service users on how halal service attributes affect user satisfaction and loyalty.

Keywords

Acknowledgements

PITTA Grant 2018 of Universitas Indonesia.

Citation

Sobari, N., Kurniati, A. and Usman, H. (2019), "The influence of Islamic attributes and religious commitments toward halal wellness services customer satisfaction and loyalty", Journal of Islamic Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JIMA-11-2018-0221

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited