ABSTRACT
This study aims to determine the influence of Islamic service quality on customer satisfaction and loyalty switching intentions, moderated by the religious knowledge level among customers of BRISyariah Bank in Surabaya. The research method used is quantitative approach. This research used a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, and registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses the PLS (Partial Least Square) method. The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact on customer loyalty and that Islamic service quality has a significant effect on customer loyalty. A suggestion for the BRISyariah Bank in Surabaya is to maintain and improve the quality of services provided in order to improve satisfaction and gain loyal customers. Further research could add another variable which affects customer satisfaction and loyalty.
