The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks
This study examines the role of customer satisfaction in enhancing the loyalty of Muslim and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are the customers (Muslim and non-Muslim customers) visiting the bank counters and have an account with Islamic banks. A total o...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Routledge, Taylor and Francis Group
2010
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/3063/ http://irep.iium.edu.my/3063/ http://irep.iium.edu.my/3063/ http://irep.iium.edu.my/3063/1/Amin_et_al.%2C_2010.pdf |
| Summary: | This study examines the role of customer satisfaction in enhancing the loyalty of Muslim
and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are
the customers (Muslim and non-Muslim customers) visiting the bank counters and have
an account with Islamic banks. A total of 660 questionnaires were distributed, and 440 were returned. The results indicate that customer satisfaction has a statistically significant positive effect on customer loyalty and intentions to switch for Muslim and non-Muslim customers. However, there were significant differences in the effects of customer satisfaction on customer loyalty and intention to switch for Muslim and non-Muslim customers. The effect of customer satisfaction on customer loyalty and intention to switch is greater for the non-Muslim than the Muslim customers. |
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