The Effect of Service, Customer Knowledge, And Word of Mouth on The Growth of Business Finance in Shara People’s Financing Bank (BPRS) With Religiosity As a Moderation Variable

Abstract

In a dynamic economic era, the role of financial institutions such as Islamic People's Financing Banks (BPRS) has an important impact on the growth of community businesses. This study aims to analyze the effect of service, customer knowledge, and word of mouth on the growth of business financing at the Islamic People's Financing Bank. This research is also categorized as a causality study. The data collection method used in this study consists of several techniques, namely distributing questionnaires, interviews, observation, and documentation. The data that has been collected is then analyzed with Structural Equation Modeling (SEM). The results showed that service quality, customer knowledge, can positively affect the growth of financing at BPRS. While religiosity can’t positively affect the growth of financing at BPRS. In addition, religiosity cannot moderate the influence of service quality and customer knowledge on financing growth at BPRS. However, religiosity can strengthen the influence of word of mouth on financing growth at BPRS.