Publication:
Influence Of Customer Satisfaction, Service Quality, And Trust On Customer Loyalty In Malaysian Islamic Banking

Simple item page
dc.contributor.authorZeyad M. EM. Kishadaen_US
dc.contributor.authorNorailis Ab. Wahaben_US
dc.date.accessioned2024-05-28T03:28:07Z
dc.date.available2024-05-28T03:28:07Z
dc.date.issued2015
dc.description.abstractBanks are economically significant. Malaysian Islamic banks operate in a competitive environment, creating the perception that a bank’s sustainability and effectiveness can only be guaranteed by “customer loyalty”. This study aims to investigate the influence of customer satisfaction, service quality, and trust on customer loyalty in Malaysian Islamic banking and determine the relationship among satisfaction, service quality, and trust on customer loyalty. A survey method was used to obtain data on Islamic bank customers in Kuala Lumpur, Malaysia. Principle component analysis was employed in the exploratory data analysis of 100 customer surveys.The Cronbach’s alphas of the parameters that were generated exceed the minimum acceptability threshold. The hypotheses were tested by performing regression analyses. Result shows that only one variable satisfaction significantly influences customer loyalty. This study provides a guide for Malaysian Islamic bank management groups toward building satisfaction by focusing on customers as the prime consideration. In addition, banks should focus in enhancing customer loyalty by revising bank strategies to retain existing customers and attract new customers who have the potential for loyalty. Keywords: Satisfaction, Service quality, Trust, Customer loyalty, Islamic banking.en_US
dc.identifier.citationInternational Journal of Business and Social Science Vol. 6, No. 11; November 2015en_US
dc.identifier.epage119
dc.identifier.issn2219-6021
dc.identifier.issue11
dc.identifier.other283-16
dc.identifier.spage110
dc.identifier.urihttps://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.1085.9020&rep=rep1&type=pdf#:~:text=Malaysian%20Islamic%20banks%20operate%20in,guaranteed%20by%20%E2%80%9Ccustomer%20loyalty%E2%80%9D.&text=Result%20shows%20that%20only%20one%20variable%20satisfaction%20significantly%20influences%20customer%20loyalty.
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/4242
dc.identifier.volume6
dc.language.isoenen_US
dc.publisherCenter for Promoting Ideas, USAen_US
dc.relation.ispartofInternational Journal of Business and Social Scienceen_US
dc.subjectSatisfaction,en_US
dc.subjectService quality,en_US
dc.subjectTrust, Customer loyalty,en_US
dc.subjectIslamic banking.en_US
dc.titleInfluence Of Customer Satisfaction, Service Quality, And Trust On Customer Loyalty In Malaysian Islamic Bankingen_US
dc.typeArticleen_US
dspace.entity.typePublication

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
Influence Of Customer Satisfaction, Service Quality, And Trust On Customer Loyalty In Malaysian Islamic Banking.pdf
Size:
177.25 KB
Format:
Adobe Portable Document Format
Description:
Influence Of Customer Satisfaction, Service Quality, And Trust On Customer Loyalty In Malaysian Islamic Banking
Download

Collections

Other Publications