Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia

This study attempts to investigate the service quality and its impact to customer satisfaction among the Islamic pawnshop borrowers in Indonesia. The psychometric properties of the well-known SERVQUAL model (reliability, assurance, tangibles, empathy, and responsiveness) and their relations with cus...

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Main Authors:	Wulandari, Permata, Kassim, Salina
Format:	Article
Language:	English
Published:	Inderscience Publishers 2015
Subjects:	HF Commerce HG Finance
Online Access:	http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/1/IJBG150306_WULANDARI_%282%29.pdf

id	iium-46097
recordtype	eprints
spelling	iium-460972018-05-23T00:50:45Z http://irep.iium.edu.my/46097/ Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia Wulandari, Permata Kassim, Salina HF Commerce HG Finance This study attempts to investigate the service quality and its impact to customer satisfaction among the Islamic pawnshop borrowers in Indonesia. The psychometric properties of the well-known SERVQUAL model (reliability, assurance, tangibles, empathy, and responsiveness) and their relations with customer satisfaction are being used in this study. A field survey is being conducted among 300 Indonesian Islamic pawnshop borrowers in Jakarta, Bogor, Tanggerang and Bekasi (Jabodetabek) areas. Data were analysed using descriptive and regression analysis, namely the Pearson correlation analysis to identify the relationship between service quality dimensions to customer satisfaction, and the multiple regression analysis to determine the nature of each construct of service quality with customer satisfaction. The study finds that responsiveness has the biggest positive impact to customer satisfaction, while empathy has a negative impact to customer satisfaction unlike previous literature. Other constructs of service quality, namely reliability, assurance and tangibles have no significant impact to customer satisfaction. This study has significant contribution to the Islamic pawnshop operators in recognising the service quality dimensions that are important in establishing competition and maintaining sustainability of the Islamic pawnshops. Inderscience Publishers 2015 Article PeerReviewed application/pdf en http://irep.iium.edu.my/46097/1/IJBG150306_WULANDARI_%282%29.pdf Wulandari, Permata and Kassim, Salina (2015) Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia. International Journal of Business and Globalisation, 15 (3). pp. 331-348. ISSN 1753-3635 http://www.inderscience.com/jhome.php?jcode=ijbg 10.1504/IJBG.2015.071899
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF Commerce HG Finance
spellingShingle	HF Commerce HG Finance Wulandari, Permata Kassim, Salina Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia
description	This study attempts to investigate the service quality and its impact to customer satisfaction among the Islamic pawnshop borrowers in Indonesia. The psychometric properties of the well-known SERVQUAL model (reliability, assurance, tangibles, empathy, and responsiveness) and their relations with customer satisfaction are being used in this study. A field survey is being conducted among 300 Indonesian Islamic pawnshop borrowers in Jakarta, Bogor, Tanggerang and Bekasi (Jabodetabek) areas. Data were analysed using descriptive and regression analysis, namely the Pearson correlation analysis to identify the relationship between service quality dimensions to customer satisfaction, and the multiple regression analysis to determine the nature of each construct of service quality with customer satisfaction. The study finds that responsiveness has the biggest positive impact to customer satisfaction, while empathy has a negative impact to customer satisfaction unlike previous literature. Other constructs of service quality, namely reliability, assurance and tangibles have no significant impact to customer satisfaction. This study has significant contribution to the Islamic pawnshop operators in recognising the service quality dimensions that are important in establishing competition and maintaining sustainability of the Islamic pawnshops.
format	Article
author	Wulandari, Permata Kassim, Salina
author_facet	Wulandari, Permata Kassim, Salina
author_sort	Wulandari, Permata
title	Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia
title_short	Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia
title_full	Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia
title_fullStr	Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia
title_full_unstemmed	Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia
title_sort	islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in islamic pawnshop in indonesia
publisher	Inderscience Publishers
publishDate	2015
url	http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/ http://irep.iium.edu.my/46097/1/IJBG150306_WULANDARI_%282%29.pdf
first_indexed	2018-09-07T06:40:05Z
last_indexed	2018-09-07T06:40:05Z
_version_	1610929831088750592

Islamic marketing at the bottom of the pyramid: factors affecting customer’s satisfaction among the poor in Islamic pawnshop in Indonesia

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