Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia
This study is aimed at investigating the dimensions of customer satisfaction in Indonesia Islamic banking industry and how those dimensions could affect the customers’ switching behavior. Data collection is done by using self administered questionnaire and involves as many as 732 Islamic bank custom...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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IIU Press and Research Centre, A.C.
2012
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/26365/ http://irep.iium.edu.my/26365/1/SSc_Article7.pdf |
| _version_ | 1848779635467223040 |
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| author | Abduh, Muhamad Kassim, Salina Dahari, Zainurin |
| author_facet | Abduh, Muhamad Kassim, Salina Dahari, Zainurin |
| author_sort | Abduh, Muhamad |
| building | IIUM Repository |
| collection | Online Access |
| description | This study is aimed at investigating the dimensions of customer satisfaction in Indonesia Islamic banking industry and how those dimensions could affect the customers’ switching behavior. Data collection is done by using self administered questionnaire and involves as many as 732 Islamic bank customers from the area of Jakarta. The methods used in this study are factor analysis and logistic
regression model. Factor analysis has successfully uncovered the five dimensions of Indonesia Islamic banking customer satisfaction i.e. profitability, bank staff, accessibility, costs, and bank physical appearance. Afterwards, logistic regression evidences that four dimensions are significantly affecting Islamic bank customers’ intention to switch namely bank staff, bank physical appearance, accessibility, and costs. Profitability is perceived less important by respondents with regard to bank-switching issues. Key words: Islamic Banking, Customer Satisfaction, Switching Behavior, Indonesia |
| first_indexed | 2025-11-14T15:20:54Z |
| format | Article |
| id | iium-26365 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T15:20:54Z |
| publishDate | 2012 |
| publisher | IIU Press and Research Centre, A.C. |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-263652013-04-08T13:00:08Z http://irep.iium.edu.my/26365/ Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia Abduh, Muhamad Kassim, Salina Dahari, Zainurin HG Finance KBP1 Islamic law.Shariah.Fiqh This study is aimed at investigating the dimensions of customer satisfaction in Indonesia Islamic banking industry and how those dimensions could affect the customers’ switching behavior. Data collection is done by using self administered questionnaire and involves as many as 732 Islamic bank customers from the area of Jakarta. The methods used in this study are factor analysis and logistic regression model. Factor analysis has successfully uncovered the five dimensions of Indonesia Islamic banking customer satisfaction i.e. profitability, bank staff, accessibility, costs, and bank physical appearance. Afterwards, logistic regression evidences that four dimensions are significantly affecting Islamic bank customers’ intention to switch namely bank staff, bank physical appearance, accessibility, and costs. Profitability is perceived less important by respondents with regard to bank-switching issues. Key words: Islamic Banking, Customer Satisfaction, Switching Behavior, Indonesia IIU Press and Research Centre, A.C. 2012 Article PeerReviewed application/pdf en http://irep.iium.edu.my/26365/1/SSc_Article7.pdf Abduh, Muhamad and Kassim, Salina and Dahari, Zainurin (2012) Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia. School of Doctoral Studies (European Union) Journal (4). pp. 209-215. ISSN 1918-8722 (O), 1918-8730 (P) http://www.iiuedu.eu/press/journals/sds.html |
| spellingShingle | HG Finance KBP1 Islamic law.Shariah.Fiqh Abduh, Muhamad Kassim, Salina Dahari, Zainurin Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia |
| title | Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia |
| title_full | Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia |
| title_fullStr | Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia |
| title_full_unstemmed | Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia |
| title_short | Customer satisfaction and switching behavior in Islamic banking: evidence from Indonesia |
| title_sort | customer satisfaction and switching behavior in islamic banking: evidence from indonesia |
| topic | HG Finance KBP1 Islamic law.Shariah.Fiqh |
| url | http://irep.iium.edu.my/26365/ http://irep.iium.edu.my/26365/ http://irep.iium.edu.my/26365/1/SSc_Article7.pdf |