Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia
The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks. The study uses data from Islamic banks and dual-window Islamic banks, pertaining to two different customer segments (Muslims and non-Muslims). Findings – The res...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Emerald Group Publishing Limited
2013
|
| Subjects: | |
| Online Access: | http://irep.iium.edu.my/30202/ http://irep.iium.edu.my/30202/1/Amin%2CZaidi_and_Fontaine.pdf |
| _version_ | 1848780259944562688 |
|---|---|
| author | Amin, Muslim Zaidi, Isa Fontaine, Rodrigue Ancelot Harvey |
| author_facet | Amin, Muslim Zaidi, Isa Fontaine, Rodrigue Ancelot Harvey |
| author_sort | Amin, Muslim |
| building | IIUM Repository |
| collection | Online Access |
| description | The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks. The study uses data from Islamic banks and dual-window Islamic banks, pertaining to two different customer segments (Muslims and non-Muslims).
Findings – The results indicate that customer satisfaction has a significant relationship with image, image has a significant relationship with trust, and trust has a significant relationship with customer loyalty for both customer segments. Furthermore, significant differences occur in the effect of customer satisfaction on image, image on trust, and trust on customer loyalty between Muslim and non-Muslim customers. |
| first_indexed | 2025-11-14T15:30:50Z |
| format | Article |
| id | iium-30202 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T15:30:50Z |
| publishDate | 2013 |
| publisher | Emerald Group Publishing Limited |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-302022013-06-25T08:35:07Z http://irep.iium.edu.my/30202/ Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia Amin, Muslim Zaidi, Isa Fontaine, Rodrigue Ancelot Harvey BP173.75 Islam and economics HG1501 Banking The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks. The study uses data from Islamic banks and dual-window Islamic banks, pertaining to two different customer segments (Muslims and non-Muslims). Findings – The results indicate that customer satisfaction has a significant relationship with image, image has a significant relationship with trust, and trust has a significant relationship with customer loyalty for both customer segments. Furthermore, significant differences occur in the effect of customer satisfaction on image, image on trust, and trust on customer loyalty between Muslim and non-Muslim customers. Emerald Group Publishing Limited 2013 Article PeerReviewed application/pdf en http://irep.iium.edu.my/30202/1/Amin%2CZaidi_and_Fontaine.pdf Amin, Muslim and Zaidi, Isa and Fontaine, Rodrigue Ancelot Harvey (2013) Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31 (2). pp. 79-97. ISSN 0265-2323 http://dx.doi.org/10.1108/02652321311298627 doi:10.1108/02652321311298627 |
| spellingShingle | BP173.75 Islam and economics HG1501 Banking Amin, Muslim Zaidi, Isa Fontaine, Rodrigue Ancelot Harvey Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia |
| title | Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia |
| title_full | Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia |
| title_fullStr | Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia |
| title_full_unstemmed | Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia |
| title_short | Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia |
| title_sort | islamic banks: contrasting the drivers of customer satisfaction on image, trust, and loyalty of muslim and non-muslim customers in malaysia |
| topic | BP173.75 Islam and economics HG1501 Banking |
| url | http://irep.iium.edu.my/30202/ http://irep.iium.edu.my/30202/ http://irep.iium.edu.my/30202/ http://irep.iium.edu.my/30202/1/Amin%2CZaidi_and_Fontaine.pdf |