Have a personal or library account? Click to login

Islamic Banking and Loyalty: Service Quality, Intimacy or Religious Driven?

Open Access
|Oct 2022

References

  1. Abduh, Muhamad, Ramjaun, S. B., & Mustaqim, M. (2018). Bank Selection criteria and ServQual Survey among muSlimS in Mauritius. Qudus International Journal of Islamic Studies, 6(2), 221–249.10.21043/qijis.v6i2.3756
  2. Abduh, Muhammad, & Hussin, T. M. T. T. (2018). Factors Influence Intention to Opt for Islamic Investment Schemes among Market Players. Global Review of Islamic Economics and Business, 6(2), 091-102.10.14421/grieb.2018.062-02
  3. Abou-Youssef, M. M. H., Kortam, W., Abou-Aish, E., & El-Bassiouny, N. (2015). Effects of religiosity on consumer attitudes toward Islamic banking in Egypt. International Journal of Bank Marketing, 33(6), 786–807.10.1108/IJBM-02-2015-0024
  4. Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2019). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing.10.1108/JIMA-03-2019-0044
  5. Agustin, C., & Singh, J. (2005). Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges. Journal of Marketing Research, 42(1), 96–108.10.1509/jmkr.42.1.96.56961
  6. Aisyah, M. (2018). Islamic Bank Service Quality. Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah (Journal of Islamic Economics), 10(2), 367–388.
  7. Akhtar, A., & Zaheer, A. (2014). Service Quality Dimensions Development Approach of Islamic Banks: A Scale Development Approach. Global Journal of Management and Business Research: A Administration and Management, 14(5), 11–19.
  8. Alnaser, F. M. I., Ghani, M. A., & Rahi, S. (2018). Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty. Accounting, 4(2), 63–72.10.5267/j.ac.2017.8.001
  9. Amin, M., Isa, Z., & Fontaine, R. (2011). The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks. The Service Industries Journal, 31(9), 1519–1532.10.1080/02642060903576076
  10. Anshori, A. G. (2008). Sejarah Perkembangan Hukum Perbankan Syariah di Indonesia dan Implikasinya bagi Praktik Perbankan Nasional. La_Riba, 2(2), 159–172.10.20885/lariba.vol2.iss2.art1
  11. Anwar, M., Rehman, A. U., & Shah, S. Z. A. (2018). Networking and new venture’s performance: mediating role of competitive advantage. International Journal of Emerging Markets, 13(5), 998–1025. https://doi.org/10.1108/IJoEM-07-2017-0263
  12. Bananuka, J., Kasera, M., Najjemba, G. M., Musimenta, D., Ssekiziyivu, B., & Kimuli, S. N. L. (2019). Attitude: mediator of subjective norm, religiosity and intention to adopt Islamic banking. Journal of Islamic Marketing, 11(1), 81–96.10.1108/JIMA-02-2018-0025
  13. Bangsawan, M. I. (2017). Eksistensi Ekonomi Islam (Studi Tentang Perkembangan Perbankan Syariah Di Indonesia). Law and Justice, 2(1), 24–34.10.23917/laj.v2i1.4334
  14. Belás, J., & Gabčová, L. (2016). The relationship among customer satisfaction, loyalty and financial performance of commercial banks. E+M Ekonomie a Management, 19(1), 132–147.10.15240/tul/001/2016-1-010
  15. Bugel, M. S. (2010). The application of psychological theories for an improved understanding ofcustomer relationships. University of Groningen.
  16. Clark, L. A., & Watson, D. (1995). Constructing validity: Basic issues in objective scale development. Psychological Assessment, 7(3), 309–319.10.1037/1040-3590.7.3.309
  17. Conchar, M. P., Zinkhan, G. M., Peters, C., & Olavarrieta, S. (2004). An integrated framework for the conceptualization of consumers’ perceived-risk processing. Journal of the Academy of Marketing Science, 32(4), 418–436.10.1177/0092070304267551
  18. de Waal, A., & van der Heijden, B. (2016). Increasing customer loyalty and customer intimacy by improving the behavior of employees. Journal of Strategy and Management, 9(4), 492–510. https://doi.org/10.1108/JSMA-06-2015-0045
  19. Dusuki, A. W., & Abdullah, N. I. (2007). Why do Malaysian customers patronise Islamic banks ? International Journal of Bank Marketing, 25(3), 32–40.10.1108/02652320710739850
  20. Eklof, J., Podkorytova, O., & Malova, A. (2018). Linking customer satisfaction with financial performance: an empirical study of Scandinavian banks. Total Quality Management & Business Excellence, 1–19.
  21. Fraering, M., & Minor, M. S. (2013). Beyond loyalty: Customer satisfaction, loyalty, and fortitude. Journal of Services Marketing, 27(4), 334–344.10.1108/08876041311330807
  22. George, A., & Kumar, G. S. G. (2014). Impact of service quality dimensions in internet banking on customer satisfaction. Decision, 41(1), 73–85.10.1007/s40622-014-0028-2
  23. Gerrard, P., & Cunningham, J. B. (2001). Singapore ’ s undergraduates : how they choose which bank to patronise. International Journal of Bank Marketing, 19(3), 104–114.10.1108/02652320110388531
  24. Geyskens, I., & Steenkamp, J.-B. E.. (2000). Economic and social satisfaction: measurement and relevance to marketing channel relationships. Journal of Retailing, 76(1), 11–32.10.1016/S0022-4359(99)00021-4
  25. Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis. In Vectors (p. 816). https://doi.org/10.1016/j.ijpharm.2011.02.019
  26. Hair, J. F., Hult, T., Ringle, C., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks, CA: Sage Publications, Inc.
  27. Hardjito, A. (2016). Analysis of Comparative Advantage Strategy Implementation on The Customer Loyalty of BRI Sharia in DIY. Global Review of Islamic Economics and Business, 3(1), 001–017.10.14421/grieb.2015.031-01
  28. Henderson, C. M., Beck, J. T., & Palmatier, R. W. (2011). Review of the theoretical underpinnings of loyalty programs. Journal of Consumer Psychology, 21(3), 256–276.10.1016/j.jcps.2011.02.007
  29. Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55.10.1080/10705519909540118
  30. Ijaz, A. T., & Ali, A. (2013). Assessing Service Attitude: Service Quality Measures Taken by Islamic Banks in Pakistan. IOSR Journal of Business and Management, 8(1), 61–68.10.9790/487X-0816168
  31. Jonker, J., & Pennink, B. (2009). The Essence of Research Methodology. Springer Berlin Heidelberg.10.1007/978-3-540-71659-4
  32. Kai-Uwe Brock, J., & Yu Zhou, J. (2012). Customer intimacy. Journal of Business & Industrial Marketing, 27(5), 370–383.10.1108/08858621211236043
  33. Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction An empirical study on public sector. International Journal of Bank Marketing, 35(3), 411–430.10.1108/IJBM-04-2016-0051
  34. Kashif, M., Abdur Rehman, M., & Pileliene, L. (2016). Customer perceived service quality and loyalty in Islamic banks. TQM Journal, 28(1), 62–78.10.1108/TQM-01-2014-0006
  35. Kashif, M., Shukran, S. S. W., Rehman, M. A., & Sarifuddin, S. (2015). Customer satisfaction and loyalty in Malaysian Islamic banks: A PAKSERV investigation. International Journal of Bank Marketing, 33(1), 23–40.10.1108/IJBM-08-2013-0084
  36. Kaura, V., Prasad, C. S. D., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422.10.1108/IJBM-04-2014-0048
  37. Keisidou, E., Sarigiannidis, L., Maditinos, D. I., & Thalassinos, E. I. (2013). Customer satisfaction, loyalty and financial performance. International Journal of Bank Marketing, 31(4), 259–288.10.1108/IJBM-11-2012-0114
  38. Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477.10.1016/j.jretconser.2010.06.003
  39. Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224–246.10.1108/02652321111117502
  40. Lee, Y., & Kwon, O. (2011). Intimacy, familiarity and continuance intention: An extended expectation–confirmation model in web-based services. Electronic Commerce Research and Applications, 10(3), 342–357.10.1016/j.elerap.2010.11.005
  41. Ltifi, M., Hikkerova, L., Aliouat, B., & Gharbi, J. (2016). The determinants of the choice of Islamic banks in Tunisia. International Journal of Bank Marketing, 34(5), 710–730.10.1108/IJBM-11-2014-0170
  42. Mahudin, N. D. M., Noor, N. M., Dzulkifli, M. A., & Janon, N. S. (2016). Religiosity among Muslims: A Scale Development and Validation Study. Makara Human Behavior Studies in Asia, 20(2), 109.10.7454/mssh.v20i2.3492
  43. Malhotra, N., Ulgado, F., Agarwal, J., & Shainesh, G. (2005). Dimensions of service quality in developed and developing economies : multi-country cross-cultural comparisons. International Marketing Review, 22(3), 256–278.10.1108/02651330510602204
  44. Marimin, A., & Romdhoni, A. H. (2017). Perkembangan Bank Syariah Di Indonesia. Jurnal Ilmiah Ekonomi Islam, 1(02), 75–87.10.29040/jiei.v1i02.30
  45. Martens, C., Herssens, J., & Delcourt, C. (2019). Design supporting a ’customer-perceived intimacy’-strategy in healthcare services. Proceedings of the International Conference on Engineering Design, ICED, 1(1), 927–935.10.1017/dsi.2019.97
  46. Melewar, T. C., Foroudi, P., Gupta, S., Kitchen, P. J., & Foroudi, M. M. (2017). Integrating identity, strategy and communications for trust, loyalty and commitment. European Journal of Marketing, 51(3), 572–604.10.1108/EJM-08-2015-0616
  47. Mohd Dali, N. R. S., Yousafzai, S., & Abdul Hamid, H. (2019). Religiosity scale development. Journal of Islamic Marketing, 10(1), 227–248.10.1108/JIMA-11-2016-0087
  48. Mohd Thas Thaker, H., Sakaran, K. C., Nanairan, N. M., Mohd Thas Thaker, M. A., & Iqbal Hussain, H. (2020). Drivers of loyalty among non-Muslims towards Islamic banking in Malaysia: Evidence from SmartPLS. International Journal of Islamic and Middle Eastern Finance and Management, 13(2), 281–302.10.1108/IMEFM-07-2018-0211
  49. Mukhibad, H., Fachrurozie, & Nurkhin, A. (2019). Determinants of the Intention of Muzakki to Pay Professional Zakat. Share: Jurnal Ekonomi Dan Keuangan Islam, 8(1), 45–67.10.22373/share.v8i1.4573
  50. Mulia, D., Usman, H., & Parwanto, N. B. (2020). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing.
  51. Nora, L. (2019). Trust, commitment, and customer knowledge. Management Decision, 57(11), 3134–3158.10.1108/MD-10-2017-0923
  52. Nurhayati, N., & Sukesti, F. (2017). Peningkatan Loyalitas Nasabah Bank Syariah Melalui Peningkatan Kualitas Layanan dan Kepuasan Nasabah dengan Religiusitas Sebagai Variabel Moderating. Economica: Jurnal Ekonomi Islam, 7(2), 141.10.21580/economica.2016.7.2.1158
  53. Omarini, A. (2011). Retail banking: The challenge of getting customer intimate. Banks and Bank Systems, 6(3), 78–89.
  54. Omoregie, O. K., Addae, J. A., Coffie, S., Ampong, G. O. A., & Ofori, K. S. (2019). Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing, 37(3), 798–820.10.1108/IJBM-04-2018-0099
  55. Parasuraman, A., Zeithaml, V. A., & Berry, L, L. (1988). SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality Title. Journal of Retail, 64(1), 14–40.
  56. Purwanto, E., Deviny, J., & Mutahar, A. M. (2020). The Mediating Role of Trust in the Relationship Between Corporate Image, Security, Word of Mouth and Loyalty in M-Banking Using among the Millennial Generation in Indonesia. Management & Marketing. Challenges for the Knowledge Society, 15(2), 255–274.10.2478/mmcks-2020-0016
  57. Raajpoot, N. (2004). Reconceptualizing Service Encounter Quality in a Non-Western Context. Journal of Service Research, 7(2), 181–201.10.1177/1094670504268450
  58. Rahman, M. A., & Ramli, M. F. (2016). The Influence of Relationship Quality on Customer Loyalty in the Dual-Banking System in the Northern States of Peninsular Malaysia. Procedia - Social and Behavioral Sciences, 219, 606–613.10.1016/j.sbspro.2016.05.040
  59. Rehman, K.-U., & Khattak, N. (2010). Customer satisfaction and awareness of Islamic banking system in Pakistan. African Journal of Business Management, 4(5), 662–671.
  60. Setiawan, F., Idris, I., & Abror, A. (2019). The Relationship Between Religiosity, Service Quality, Customer Satisfaction and Customer Loyalty. Advances in Economics, Business and Management Research, 64, 517–525.10.2991/piceeba2-18.2019.31
  61. Soma, A. M., Primiana, I., Wiryono, K. S., & Febrian, E. (2017). Religiosity and Islamic Banking Product Decision: Survey on Employess of PT Telekomunikasi Indonesia. Etikonomi, 16(1), 25–42.10.15408/etk.v16i1.4379
  62. Suhartanto, D., Gan, C., Sarah, I. S., & Setiawan, S. (2019). Loyalty towards Islamic banking: service quality, emotional or religious driven? Journal of Islamic Marketing, 11(1), 66–80.10.1108/JIMA-01-2018-0007
  63. Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848.10.1108/IJBM-03-2017-0054
  64. Tanaka, J. (1993). Multifaceted Conceptions of Fit in Structural Equation Models. Sage Focus Editions.
  65. Vo, N. T., Chovancová, M., & Tri, H. T. (2019). A major boost to the website performance of up-scale hotels in Vietnam. Management and Marketing, 14(1), 14–30.10.2478/mmcks-2019-0002
  66. Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015). Building, measuring, and profiting from customer loyalty. Journal of the Academy of Marketing Science, 43(6), 790–825.10.1007/s11747-015-0439-4
  67. Wu, H. C., Cheng, C. C., & Hussein, A. S. (2019). What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia. International Journal of Bank Marketing, 37(2), 595–620.10.1108/IJBM-04-2018-0101
  68. Yilmaz, V., Ari, E., & Gürbüz, H. (2018). Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector: An application of structural equation model. International Journal of Bank Marketing, 36(3), 423–440.10.1108/IJBM-02-2017-0037
DOI: https://doi.org/10.2478/sbe-2022-0040 | Journal eISSN: 2344-5416 | Journal ISSN: 1842-4120
Language: English
Page range: 300 - 318
Published on: Oct 8, 2022
Published by: Lucian Blaga University of Sibiu
In partnership with: Paradigm Publishing Services
Publication frequency: 3 issues per year

© 2022 Rizaldi Yusfiarto, Septy Setia Nugraha, Dwi Santosa Pambudi, Galuh Tri Pambekti, published by Lucian Blaga University of Sibiu
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.