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

Muslim Amin, Zaidi Isa, Rodrigue Fontaine

Research output: Contribution to journalArticle

29 Citations (Scopus)

Abstract

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.

Original languageEnglish
Pages (from-to)1519-1532
Number of pages14
JournalService Industries Journal
Volume31
Issue number9
DOIs
Publication statusPublished - Jul 2011

Fingerprint

Customer satisfaction
Switches
Customer loyalty
Islamic financial institutions
Muslims
Industry

Keywords

  • Banks
  • Customer loyalty
  • Customer satisfaction
  • Intention to switch
  • Islam
  • Malaysia

ASJC Scopus subject areas

  • Management of Technology and Innovation
  • Strategy and Management

Cite this

The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks. / Amin, Muslim; Isa, Zaidi; Fontaine, Rodrigue.

In: Service Industries Journal, Vol. 31, No. 9, 07.2011, p. 1519-1532.

Research output: Contribution to journalArticle

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