Strengthening member loyalty through relational commitment in Islamic cooperatives

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Published: May 18, 2026
DOI: https://doi.org/10.28932/jmm.v25i2.14405
Keywords:
member engagement, member loyalty, product knowledge, relational commitment, service quality keterlibatan anggota, komitmen relasional, kualitas layanan, loyalitas anggota, pengetahuan produk

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Siti Umaroh
Program Magister Manajemen Universitas Islam Nahdlatul Ulama Jepara
Ali Ali
Program Magister Manajemen Universitas Islam Nahdlatul Ulama Jepara
Hadi Ismanto
Program Magister Manajemen Universitas Islam Nahdlatul Ulama Jepara

Abstract

Member loyalty is a critical factor for the sustainability of Islamic cooperatives amid intensifying competition in the financial sector. This study aims to examine the role of relational commitment as a mediating variable in the relationship between service quality, product knowledge, and member engagement on member loyalty. The study adopts a quantitative approach using a survey method involving 285 cooperative members as respondents. Data was analyzed using the partial least squares-structural equation modeling (PLS-SEM) approach. The findings reveal that product knowledge and member engagement have a positive and significant effect on relational commitment, while service quality does not show a significant effect. Relational commitment is also found to have a positive influence on member loyalty. In addition, relational commitment acts as a partial mediator in the causal relationships between product knowledge and member engagement with member loyalty but does not mediate the causal relationship between service quality and member loyalty. These findings highlight the importance of strengthening relational commitment through the enhancement of service quality, product knowledge, and active member engagement in order to foster long-term loyalty. This study contributes theoretically to the literature on relationship marketing and offers practical implications for the management of Islamic cooperatives.

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How to Cite
Umaroh, S., Ali, A., & Ismanto, H. (2026). Strengthening member loyalty through relational commitment in Islamic cooperatives. Jurnal Manajemen Maranatha, 25(2), 173–186. https://doi.org/10.28932/jmm.v25i2.14405
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Vol. 25 No. 2 (2026): Jurnal Manajemen Maranatha
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Articles
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

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