Customer loyalty model in Islamic bank: mosque perspective

IF 3.1 Q2 BUSINESS
Ahmad Syarief Iskandar, Muhammad Nur Alam Muhajir, Erwin Erwin, Fasiha Fasiha
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引用次数: 0

Abstract

Purpose

This study aims to test the empirical Islamic bank customer loyalty model with the perspective of mosques as customers.

Design/methodology/approach

The type of research used is quantitative to collect data from mosque customers; 93 questionnaires were analyzed using partial least square-structural equation modeling.

Findings

This research found a significant relationship between service quality and perceived value, service quality and brand image, perceived value and customer satisfaction, brand image and customer loyalty and customer satisfaction with brand image.

Research limitations/implications

First, this study only collects data from certain organizations or communities so that further research can develop the model by adding several other communities or organizations. Second, this research does not include several other important variables that influence customer loyalty, such as product innovation and company capabilities.

Originality/value

Islamic bank customer loyalty models have been widely explored from the perspective of individual customers only. This research offers new attributes that influence customer loyalty models in the context of organizations or communities, namely, mosques.

伊斯兰银行的客户忠诚度模型:清真寺视角
目的本研究旨在以清真寺客户为视角,检验伊斯兰银行客户忠诚度实证模型。设计/方法/途径本研究采用定量研究类型,从清真寺客户处收集数据;使用偏最小二乘法-结构方程模型对 93 份问卷进行分析。研究结果本研究发现,服务质量与感知价值、服务质量与品牌形象、感知价值与顾客满意度、品牌形象与顾客忠诚度以及顾客满意度与品牌形象之间存在显著关系。原创性/价值伊斯兰银行的客户忠诚度模型已经从单个客户的角度进行了广泛的探讨。本研究提供了在组织或社区(即清真寺)背景下影响客户忠诚度模型的新属性。
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来源期刊
CiteScore
8.40
自引率
28.10%
发文量
80
期刊介绍: Launched in 2010, Journal of Islamic Marketing (JIMA) was the first journal dedicated to investigating Marketing’s relationship with Islam, in theory and practice, across Muslim majority and minority geographies. JIMA tackles the nuances associated with Muslim consumption patterns, doing business in Muslim markets, and targeting Muslim consumers. When considering the acronyms for the emerging economies to watch: in 2001 it was BRIC (Brazil, Russia, India, and China); and more recently in 2013 MINT (Mexico, Indonesia, Nigeria, Turkey), and CIVETS (Columbia, Indonesia, Vietnam, Egypt, Turkey and South Africa) – then it is apparent that economies with large Muslim populations are growing in importance. One quarter of the world''s population are Muslim, with well over half of Muslims today under the age of 25 - which prompted Miles Young, Global CEO of Ogilvy, to assert that Muslims are the "third one billion", following interest in Indian and Chinese billions, in terms of market opportunities.
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