Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis

The aim of this study is to develop an indirect effect of customer satisfaction towards the structural relationship of the Takaful agents’ Islamic relationship marketing (IRM) practice and future customer retention. The model was designed and later examined by utilizing the Structural Equation Model...

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Main Author:	Che Mohd Salleh, Marhanum
Format:	Article
Language:	English
Published:	INSI Publications 2014
Subjects:	HA29 Theory and method of social science statistics HG Finance
Online Access:	http://irep.iium.edu.my/37252/ http://irep.iium.edu.my/37252/ http://irep.iium.edu.my/37252/1/Marhanum_Journal_Article.pdf

id	iium-37252
recordtype	eprints
spelling	iium-372522018-06-20T00:50:28Z http://irep.iium.edu.my/37252/ Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis Che Mohd Salleh, Marhanum HA29 Theory and method of social science statistics HG Finance The aim of this study is to develop an indirect effect of customer satisfaction towards the structural relationship of the Takaful agents’ Islamic relationship marketing (IRM) practice and future customer retention. The model was designed and later examined by utilizing the Structural Equation Modelling (SEM) procedure on data collected from a survey of Malaysian Takaful customers that yielded 755 usable questionnaires. The results confirmed that customer satisfaction has significantly mediated the four measures of IRM which were Islamic ethical behaviour, social, structural, and financial bonds on future customer retention. It is vital to do the empirical study utilizing primary data on the perspective of customers as to observe the real practice of marketing in the Takaful industry in Malaysia. The findings imply that the practice of Islamic relationship marketing is very crucial to ensure the sustainable of future Takaful industry which at the end would affect the bright future of the industry. Therefore, the industry needs to ensure their marketing channel practicing the IRM towards achieving customer satisfaction and retention. This research is one of the first known attempts to use SEM to test a mediation effect particularly on the IRM practice in the industry. INSI Publications 2014-04-14 Article PeerReviewed application/pdf en http://irep.iium.edu.my/37252/1/Marhanum_Journal_Article.pdf Che Mohd Salleh, Marhanum (2014) Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis. Australian Journal of Basic and Applied Sciences, 8 (5). pp. 51-55. ISSN 1991-8178 http://ajbasweb.com/old/ajbas/2014/Special%202/51-55.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HA29 Theory and method of social science statistics HG Finance
spellingShingle	HA29 Theory and method of social science statistics HG Finance Che Mohd Salleh, Marhanum Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis
description	The aim of this study is to develop an indirect effect of customer satisfaction towards the structural relationship of the Takaful agents’ Islamic relationship marketing (IRM) practice and future customer retention. The model was designed and later examined by utilizing the Structural Equation Modelling (SEM) procedure on data collected from a survey of Malaysian Takaful customers that yielded 755 usable questionnaires. The results confirmed that customer satisfaction has significantly mediated the four measures of IRM which were Islamic ethical behaviour, social, structural, and financial bonds on future customer retention. It is vital to do the empirical study utilizing primary data on the perspective of customers as to observe the real practice of marketing in the Takaful industry in Malaysia. The findings imply that the practice of Islamic relationship marketing is very crucial to ensure the sustainable of future Takaful industry which at the end would affect the bright future of the industry. Therefore, the industry needs to ensure their marketing channel practicing the IRM towards achieving customer satisfaction and retention. This research is one of the first known attempts to use SEM to test a mediation effect particularly on the IRM practice in the industry.
format	Article
author	Che Mohd Salleh, Marhanum
author_facet	Che Mohd Salleh, Marhanum
author_sort	Che Mohd Salleh, Marhanum
title	Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis
title_short	Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis
title_full	Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis
title_fullStr	Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis
title_full_unstemmed	Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis
title_sort	islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis
publisher	INSI Publications
publishDate	2014
url	http://irep.iium.edu.my/37252/ http://irep.iium.edu.my/37252/ http://irep.iium.edu.my/37252/1/Marhanum_Journal_Article.pdf
first_indexed	2023-09-18T20:53:26Z
last_indexed	2023-09-18T20:53:26Z
_version_	1777410146418294784

Islamic relationship marketing practice, customer satisfaction, and retention: a mediation analysis

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