Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia
This study attempts to investigate the service quality and its impact to customer satisfaction among the Islamic pawnshop borrowers in Indonesia. The psychometric properties of the well-known SERVQUAL model (reliability, assurance, tangibles, empathy, and responsiveness) and their relations with cus...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Inderscience Publishers
2015
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/1/IJBG150306_WULANDARI_%282%29.pdf |
| Summary: | This study attempts to investigate the service quality and its impact to customer satisfaction among the Islamic pawnshop borrowers in Indonesia. The psychometric properties of the well-known SERVQUAL model (reliability, assurance, tangibles, empathy, and responsiveness) and their relations with customer satisfaction are being used in this study. A field survey is being conducted among 300 Indonesian Islamic pawnshop borrowers in Jakarta, Bogor, Tanggerang and Bekasi (Jabodetabek) areas. Data were
analysed using descriptive and regression analysis, namely the Pearson correlation analysis to identify the relationship between service quality dimensions to customer satisfaction, and the multiple regression analysis to
determine the nature of each construct of service quality with customer
satisfaction. The study finds that responsiveness has the biggest positive impact
to customer satisfaction, while empathy has a negative impact to customer
satisfaction unlike previous literature. Other constructs of service quality,
namely reliability, assurance and tangibles have no significant impact to
customer satisfaction. This study has significant contribution to the Islamic
pawnshop operators in recognising the service quality dimensions that are
important in establishing competition and maintaining sustainability of the
Islamic pawnshops. |
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