Komparasi CB-SEM dan PLS-SEM dalam Mengidentifikasi Driver Kepuasan Nasabah Bank Syariah

Abstract

This study analyzes the factors influencing Islamic bank customer satisfaction in Indonesia and compares the estimation results of Covariance-Based Structural Equation Modeling (CB-SEM) and Partial Least Squares SEM (PLS-SEM). Using a quantitative survey approach, data were collected from 209 Islamic bank customers in Bandung using a 5-point Likert scale instrument. Six constructs were examined: Islamic product attributes, trust, religious commitment, service quality, customer satisfaction, and customer loyalty. CB-SEM was implemented using LISREL with Maximum Likelihood estimation, while PLS-SEM was implemented using SmartPLS 3.0 with 5,000 bootstrap subsamples. Results show that trust is the strongest determinant of customer satisfaction in both methods (PLS: β = 0.36, t = 3.80; CB-SEM: β = 0.51, t = 3.57). Religious commitment, Islamic product attributes, and service quality showed significant effects only in PLS-SEM. The satisfaction–loyalty path was not significant in either method (β = –0.21). Methodologically, PLS-SEM supported more hypotheses and produced higher convergent validity values, while CB-SEM provided more comprehensive model fit evaluation. These findings demonstrate that the two approaches are complementary rather than substitutable, and their combined use produces a more complete understanding of Islamic bank customer behavior.