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Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia

Amin, Muslim and Zaidi, Isa and Fontaine, Rodrigue Ancelot Harvey (2013) Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31 (2). pp. 79-97. ISSN 0265-2323

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Abstract

The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks. The study uses data from Islamic banks and dual-window Islamic banks, pertaining to two different customer segments (Muslims and non-Muslims). Findings – The results indicate that customer satisfaction has a significant relationship with image, image has a significant relationship with trust, and trust has a significant relationship with customer loyalty for both customer segments. Furthermore, significant differences occur in the effect of customer satisfaction on image, image on trust, and trust on customer loyalty between Muslim and non-Muslim customers.

Item Type: Article (Journal)
Additional Information: 6302/30202
Uncontrolled Keywords: Banks, Cross-cultural, Customer loyalty, Customer satisfaction, Image, Islamic banks, Malaysia, Trust
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc > BP1 Islam > BP173.75 Islam and economics
H Social Sciences > HG Finance > HG1501 Banking
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences > Department of Economics
Depositing User: Dr. Ridhwan Fontaine
Date Deposited: 24 May 2013 11:26
Last Modified: 25 Jun 2013 16:35
URI: http://irep.iium.edu.my/id/eprint/30202

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