What keeps Islamic mobile banking customers loyal?

Purpose – This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach – The primary data are collected from the survey administered to 250 customers in the Klang Valley and t...

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Main Authors:	Mohd Thas Thaker, Mohamed Asmy, Amin, Md Fouad, Mohd Thas Thaker, Hassanudin, Allah Pitchay, Anwar
Format:	Article
Language:	English English
Published:	Emerald Group Publishing Limited 2019
Subjects:	H Social Sciences (General)
Online Access:	http://irep.iium.edu.my/72514/ http://irep.iium.edu.my/72514/ http://irep.iium.edu.my/72514/ http://irep.iium.edu.my/72514/7/72514%20What%20keeps%20Islamic%20mobile.pdf http://irep.iium.edu.my/72514/13/72514_What%20keeps%20Islamic%20mobile%20banking%20customers%20loyal_scopus.pdf

id	iium-72514
recordtype	eprints
spelling	iium-725142019-11-24T12:16:17Z http://irep.iium.edu.my/72514/ What keeps Islamic mobile banking customers loyal? Mohd Thas Thaker, Mohamed Asmy Amin, Md Fouad Mohd Thas Thaker, Hassanudin Allah Pitchay, Anwar H Social Sciences (General) Purpose – This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach – The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings – Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications – The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications – By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value – This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Emerald Group Publishing Limited 2019 Article PeerReviewed application/pdf en http://irep.iium.edu.my/72514/7/72514%20What%20keeps%20Islamic%20mobile.pdf application/pdf en http://irep.iium.edu.my/72514/13/72514_What%20keeps%20Islamic%20mobile%20banking%20customers%20loyal_scopus.pdf Mohd Thas Thaker, Mohamed Asmy and Amin, Md Fouad and Mohd Thas Thaker, Hassanudin and Allah Pitchay, Anwar (2019) What keeps Islamic mobile banking customers loyal? Journal of Islamic Marketing, 10 (2). pp. 525-542. ISSN 1759-0833 E-ISSN 1759-0841 https://www.emeraldinsight.com/doi/abs/10.1108/JIMA-08-2017-0090 10.1108/JIMA-08-2017-0090
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Mohd Thas Thaker, Mohamed Asmy Amin, Md Fouad Mohd Thas Thaker, Hassanudin Allah Pitchay, Anwar What keeps Islamic mobile banking customers loyal?
description	Purpose – This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach – The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings – Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications – The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications – By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value – This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.
format	Article
author	Mohd Thas Thaker, Mohamed Asmy Amin, Md Fouad Mohd Thas Thaker, Hassanudin Allah Pitchay, Anwar
author_facet	Mohd Thas Thaker, Mohamed Asmy Amin, Md Fouad Mohd Thas Thaker, Hassanudin Allah Pitchay, Anwar
author_sort	Mohd Thas Thaker, Mohamed Asmy
title	What keeps Islamic mobile banking customers loyal?
title_short	What keeps Islamic mobile banking customers loyal?
title_full	What keeps Islamic mobile banking customers loyal?
title_fullStr	What keeps Islamic mobile banking customers loyal?
title_full_unstemmed	What keeps Islamic mobile banking customers loyal?
title_sort	what keeps islamic mobile banking customers loyal?
publisher	Emerald Group Publishing Limited
publishDate	2019
url	http://irep.iium.edu.my/72514/ http://irep.iium.edu.my/72514/ http://irep.iium.edu.my/72514/ http://irep.iium.edu.my/72514/7/72514%20What%20keeps%20Islamic%20mobile.pdf http://irep.iium.edu.my/72514/13/72514_What%20keeps%20Islamic%20mobile%20banking%20customers%20loyal_scopus.pdf
first_indexed	2023-09-18T21:42:43Z
last_indexed	2023-09-18T21:42:43Z
_version_	1777413247719178240

What keeps Islamic mobile banking customers loyal?

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