Impak Kepercayaan dan Kesetiaan Pendeposit Lembaga Tabung Haji (TH) Terhadap Risiko Kecairan

Translated title of the contribution: Impact of trust and loyalty of lembaga tabung haji's depositor towards liquidity risk

Nurul Ain Mohd Pauzi, Aisyah Abdul Rahman, Shifa Mohd Nor

Research output: Contribution to journalArticle

Abstract

Recently Lembaga Tabung Haji (TH) has been negatively accused from various aspects which may tarnish its reputation. This scenarioreceivesbad reaction from depositors, reducing their trust and loyalty, which leadsto withdrawal of deposits. This study aims to identify factors that influence the trust and loyalty of TH besides capturing the trust and loyalty traits of depositors as mediating factors of liquidity risk. This study adopts purposive sampling method and a total of 200 respondents respond to the questionnaires via online and enumerator service. Analysis using PLS-SEM technique revealed that trust mediates the relationship between financial information, security deposit, service quality and image with liquidity risk. Besides that, loyalty mediates the relationship between service quality, customer satisfaction and image with liquidity risk. Therefore, good corporate governance has to be enhanced to gain back the depositors' trust. Results from this study are expected to assist the management of TH as well as the government to properly manage liquidity risk in ensuring the sustainability of TH in future.

Original languageMalay
JournalJurnal Pengurusan
Volume50
Publication statusPublished - 1 Sep 2017

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Loyalty
Liquidity risk
Deposits
Service quality
Corporate governance
Factors
Questionnaire
Government
Customer satisfaction
Information security
Financial information
Sustainability
Sampling methods
Influence factors

ASJC Scopus subject areas

  • Business and International Management
  • Accounting
  • Business, Management and Accounting (miscellaneous)

Cite this

Impak Kepercayaan dan Kesetiaan Pendeposit Lembaga Tabung Haji (TH) Terhadap Risiko Kecairan. / Pauzi, Nurul Ain Mohd; Abdul Rahman, Aisyah; Mohd Nor, Shifa.

In: Jurnal Pengurusan, Vol. 50, 01.09.2017.

Research output: Contribution to journalArticle

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abstract = "Recently Lembaga Tabung Haji (TH) has been negatively accused from various aspects which may tarnish its reputation. This scenarioreceivesbad reaction from depositors, reducing their trust and loyalty, which leadsto withdrawal of deposits. This study aims to identify factors that influence the trust and loyalty of TH besides capturing the trust and loyalty traits of depositors as mediating factors of liquidity risk. This study adopts purposive sampling method and a total of 200 respondents respond to the questionnaires via online and enumerator service. Analysis using PLS-SEM technique revealed that trust mediates the relationship between financial information, security deposit, service quality and image with liquidity risk. Besides that, loyalty mediates the relationship between service quality, customer satisfaction and image with liquidity risk. Therefore, good corporate governance has to be enhanced to gain back the depositors' trust. Results from this study are expected to assist the management of TH as well as the government to properly manage liquidity risk in ensuring the sustainability of TH in future.",
keywords = "Liquidity risk, Loyalty, Tabung Haji, Trust",
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AU - Abdul Rahman, Aisyah

AU - Mohd Nor, Shifa

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N2 - Recently Lembaga Tabung Haji (TH) has been negatively accused from various aspects which may tarnish its reputation. This scenarioreceivesbad reaction from depositors, reducing their trust and loyalty, which leadsto withdrawal of deposits. This study aims to identify factors that influence the trust and loyalty of TH besides capturing the trust and loyalty traits of depositors as mediating factors of liquidity risk. This study adopts purposive sampling method and a total of 200 respondents respond to the questionnaires via online and enumerator service. Analysis using PLS-SEM technique revealed that trust mediates the relationship between financial information, security deposit, service quality and image with liquidity risk. Besides that, loyalty mediates the relationship between service quality, customer satisfaction and image with liquidity risk. Therefore, good corporate governance has to be enhanced to gain back the depositors' trust. Results from this study are expected to assist the management of TH as well as the government to properly manage liquidity risk in ensuring the sustainability of TH in future.

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