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The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks

Amin, Muslim and Isa, Zaidi and Fontaine, Rodrigue Ancelot Harvey (2010) The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks. The Service Industries Journal. pp. 1-14. ISSN 1743-9507 (O), 0264-2069 (P)

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Abstract

This study examines the role of customer satisfaction in enhancing the loyalty of Muslim and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are the customers (Muslim and non-Muslim customers) visiting the bank counters and have an account with Islamic banks. A total of 660 questionnaires were distributed, and 440 were returned. The results indicate that customer satisfaction has a statistically significant positive effect on customer loyalty and intentions to switch for Muslim and non-Muslim customers. However, there were significant differences in the effects of customer satisfaction on customer loyalty and intention to switch for Muslim and non-Muslim customers. The effect of customer satisfaction on customer loyalty and intention to switch is greater for the non-Muslim than the Muslim customers.

Item Type: Article (Journal)
Additional Information: 6302/3063
Uncontrolled Keywords: customer satisfaction, customer loyalty, intention to switch, Islam, banks, Malaysia
Subjects: 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 Business Administration
Depositing User: Dr. Ridhwan Fontaine
Date Deposited: 07 Oct 2011 12:20
Last Modified: 31 Oct 2011 16:20
URI: http://irep.iium.edu.my/id/eprint/3063

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