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 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.
Year of publication: |
2009
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Authors: | Amin, Muslim ; Isa, Zaidi ; Fontaine, Rodrigue |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 31.2009, 9, p. 1519-1532
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Publisher: |
Taylor & Francis Journals |
Saved in:
Online Resource
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