The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks

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...

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Bibliographic Details
Main Authors: Amin, Muslim, Isa, Zaidi, Fontaine, Rodrigue Ancelot Harvey
Format: Article
Language:English
Published: Routledge, Taylor and Francis Group 2010
Subjects:
HG1501 Banking
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
id iium-3063
recordtype eprints
spelling iium-30632011-10-31T08:20:01Z http://irep.iium.edu.my/3063/ The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks Amin, Muslim Isa, Zaidi Fontaine, Rodrigue Ancelot Harvey HG1501 Banking 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. Routledge, Taylor and Francis Group 2010 Article PeerReviewed application/pdf en http://irep.iium.edu.my/3063/1/Amin_et_al.%2C_2010.pdf Amin, Muslim and Isa, Zaidi and Fontaine, Rodrigue Ancelot Harvey (2010) The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks. The Service Industries Journal. pp. 1-14. ISSN 1743-9507 (O), 0264-2069 (P) http://www.tandfonline.com/doi/abs/10.1080/02642060903576076 DOI: 10.1080/02642060903576076
repository_type Digital Repository
institution_category Local University
institution International Islamic University Malaysia
building IIUM Repository
collection Online Access
language English
topic HG1501 Banking
spellingShingle HG1501 Banking
Amin, Muslim
Isa, Zaidi
Fontaine, Rodrigue Ancelot Harvey
The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks
description 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.
format Article
author Amin, Muslim
Isa, Zaidi
Fontaine, Rodrigue Ancelot Harvey
author_facet Amin, Muslim
Isa, Zaidi
Fontaine, Rodrigue Ancelot Harvey
author_sort Amin, Muslim
title The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks
title_short The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks
title_full The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks
title_fullStr The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks
title_full_unstemmed The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks
title_sort role of customer satisfaction in enhancing customer loyalty in malaysian islamic banks
publisher Routledge, Taylor and Francis Group
publishDate 2010
url 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
first_indexed 2023-09-18T20:10:45Z
last_indexed 2023-09-18T20:10:45Z
_version_ 1777407461448220672

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