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

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

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 res...

Full description

Bibliographic Details
Main Authors: Amin, Muslim, Zaidi, Isa, Fontaine, Rodrigue Ancelot Harvey
Format: Article
Language:English
Published: Emerald Group Publishing Limited 2013
Subjects:
BP173.75 Islam and economics
HG1501 Banking
Online Access:http://irep.iium.edu.my/30202/
http://irep.iium.edu.my/30202/
http://irep.iium.edu.my/30202/
http://irep.iium.edu.my/30202/1/Amin%2CZaidi_and_Fontaine.pdf
id iium-30202
recordtype eprints
spelling iium-302022013-06-25T08:35:07Z http://irep.iium.edu.my/30202/ Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia Amin, Muslim Zaidi, Isa Fontaine, Rodrigue Ancelot Harvey BP173.75 Islam and economics HG1501 Banking 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. Emerald Group Publishing Limited 2013 Article PeerReviewed application/pdf en http://irep.iium.edu.my/30202/1/Amin%2CZaidi_and_Fontaine.pdf 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 http://dx.doi.org/10.1108/02652321311298627 doi:10.1108/02652321311298627
repository_type Digital Repository
institution_category Local University
institution International Islamic University Malaysia
building IIUM Repository
collection Online Access
language English
topic BP173.75 Islam and economics
HG1501 Banking
spellingShingle BP173.75 Islam and economics
HG1501 Banking
Amin, Muslim
Zaidi, Isa
Fontaine, Rodrigue Ancelot Harvey
Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia
description 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.
format Article
author Amin, Muslim
Zaidi, Isa
Fontaine, Rodrigue Ancelot Harvey
author_facet Amin, Muslim
Zaidi, Isa
Fontaine, Rodrigue Ancelot Harvey
author_sort Amin, Muslim
title Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia
title_short Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia
title_full Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia
title_fullStr Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia
title_full_unstemmed Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia
title_sort islamic banks: contrasting the drivers of customer satisfaction on image, trust, and loyalty of muslim and non-muslim customers in malaysia
publisher Emerald Group Publishing Limited
publishDate 2013
url http://irep.iium.edu.my/30202/
http://irep.iium.edu.my/30202/
http://irep.iium.edu.my/30202/
http://irep.iium.edu.my/30202/1/Amin%2CZaidi_and_Fontaine.pdf
first_indexed 2023-09-18T20:44:20Z
last_indexed 2023-09-18T20:44:20Z
_version_ 1777409573769969664

Similar Items