The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dipa Mulia ◽  
Hardius Usman ◽  
Novia Budi Parwanto
Keyword(s):  
Technology Acceptance ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Perceived Usefulness ◽  
Survey Method ◽  
Content Type ◽  
Islamic Bank ◽  
Tam Model ◽  
Customer Intimacy

Purpose The purposes of this study are to develop an extended technology acceptance model (TAM) model by adding customer intimacy, perceived risk, trust and Sharia compliance as external variables, in which TAM is used as the evaluation method for the use of e-banking and m-banking by customers of Islamic bank; and to study the role of customer intimacy in increasing satisfaction and encouraging loyalty of Islamic bank customers in using e-banking and m-banking. Design/methodology/approach Data collection is carried out by the self-administered survey method with Islamic bank customers as target population. Multivariate analysis of variance and multiple linear regression are applied for data analysis. Findings Customer intimacy not only encourages the emergence of customer loyalty directly, but also affects the factors that determine customer loyalty itself, such as perceived usefulness, perceived ease of use, perceived risk, trust, sharia compliance and satisfaction. In other words, customer intimacy has a direct and indirect influence on loyalty. Originality/value This paper offers an extended TAM constructs to study the role of customer intimacy in increasing loyalty by considering various variables, namely, perceived risk, trust, Sharia compliance and satisfaction. Similar research is still very limited in the banking marketing literature, especially in Islamic banks context.

The exploration role of Sharia compliance in technology acceptance model for e-banking (case: Islamic bank in Indonesia)

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hardius Usman ◽  
Nucke Widowati Kusumo Projo ◽  
Chairy Chairy ◽  
Marissa Grace Haque
Keyword(s):  
Customer Satisfaction ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Perceived Usefulness ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Islamic Bank ◽  
Acceptance Model

Purpose The study proposes an extended model of the technology acceptance model (TAM) by including Sharia compliance (SC), knowledge of SC and confidence in SC, in addition to perceived usefulness (PU) and perceived ease of use (PEOU). This research aims to investigate its impact on satisfaction, applied in e-banking of Indonesian Islamic banking. Also, the authors study the role of SC, knowledge of SC and confidence in all relationships in TAM in explaining customer satisfaction. Design/methodology/approach Data collecting in this research is a self-administered survey by sending questionnaires to respondents online via e-mail or WhatsApp. The number of collected data are 300 completed questionnaires. Hypothesis testing and analyses in this research use the multiple linear regression model. Findings This study finds that SC, knowledge about SC and belief in SC have a significant impact on customer satisfaction of Islamic banks using e-banking. The most important finding in this study is that SC, knowledge about SC and belief in SC significantly moderate the relationship between PU and PEOU with customer satisfaction. Originality/value The originality of this research is exploring the role of SC, knowledge of SC and confidence in SC in all relationships, and it is expressed in the original TAM to explain customer satisfaction. This study has never been applied in previous studies, particularly studies of Islamic bank e-banking in Indonesia. This study highlights the importance of SC in the extended TAM, as a distinguishing factor between e-banking provided by Islamic banks and conventional banks, as well as the role of knowledge and confidence in SC. The authors propose policies that will be useful for the improvement of the market share of Islamic banking in Indonesia.

scholarly journals Role of Tax-Knowledge in Building Tax-Intention: An application on TAM Model

2021 ◽  
Vol 4 (1) ◽  
pp. 169-180
Author(s):  
Sabah Younus ◽  
Saeed Ahmad ◽  
Malka Liaquat ◽  
Samra Malik
Keyword(s):  
Technology Acceptance ◽  
External Factor ◽  
Tax Compliance ◽  
Perceived Usefulness ◽  
Survey Method ◽  
Technical Knowledge ◽  
General Knowledge ◽  
Legal Knowledge ◽  
Tam Model

This study explores the role of Tax-knowledge on building affirmative attitude towards taxes, by incorporating the Technology acceptance model (TAM). TAM model established the fact that intention can be developed if attitude is foster by developing perceived usefulness and perceived ease of use in user mind, also it indicates the role if external factor in developing perceived ese of use and perceived usefulness. This article based on the fact narrated above uses Tax-knowledge as an external factor. Tax-knowledge is being observed by further 3 dimensions. General Knowledge, Legal Knowledge and Technical Knowledge. The data for this research article was collected from the owners of small business firms operational in Punjab, Multan region. Data was collected using questionnaire/survey method and was analysed using PLS-Smart. The results showed that general knowledge does not have impact on tax-compliance intention. Whereas, legal knowledge and technical knowledge demonstrate higher B-coefficients for both direct and indirect relationship. Thus, this study concludes that by enhancing legal and technical knowledge regarding taxes, individual’s tax-compliance intention can be magnified.

scholarly journals The antecedents of Muslim customers’ intention to invest in an Islamic bank’s term deposits: evidence from a Muslim majority country

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sri Rahayu Hijrah Hati ◽  
Sigit Sulistiyo Wibowo ◽  
Anya Safira
Keyword(s):  
Perceived Risk ◽  
Online Survey ◽  
Perceived Value ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Product Knowledge ◽  
Islamic Banks ◽  
Content Type ◽  
Islamic Bank

Purpose The purpose of this study is to examine the impacts of product knowledge, perceived quality, perceived risk and perceived value on customers’ intention to invest in Islamic Banks. This study specifically examines an Islamic bank’s term deposits. Design/methodology/approach Structural equation modeling was used to analyze the data collected from 217 customers of an Islamic bank in Indonesia using an online survey. Findings This study highlights the central and dual roles of perceived risk as both the independent and the intervening variable that mediates the relationship between product knowledge and Muslim customer intention to invest in an Islamic bank’s term deposits. Research limitations/implications This study only investigates term deposits as one type of investment in Islamic banks. This study contributes to the literature by examining the role of product knowledge, perceived quality, perceived risk and perceived value on Muslim customer intention to invest in Islamic term deposits. Practical implications The results of this study highlight the requirement for Islamic banks to educate customers to improve the depositors’ product knowledge because Muslim customers’ risk and value perception and intention are strongly influenced by product knowledge. Originality/value The investigation of perceived risk is particularly relevant for Islamic financial products because of the inherent nature of risk sharing in Islamic finance. This study investigates the role of product knowledge in influencing the Muslim customers’ perception of risk, quality, value and their intention to invest in Islamic bank term deposits. Ideally, the profit loss sharing concept (PLS) should be applied; however, in this context, revenue sharing is applied because of Indonesia’s central bank regulation.

scholarly journals Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

2019 ◽  
Vol 11 (6) ◽  
pp. 1691-1705 ◽  
Author(s):  
Abror Abror ◽  
Dina Patrisia ◽  
Yunita Engriani ◽  
Susi Evanita ◽  
Yasri Yasri ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Content Type ◽  
Islamic Bank ◽  
Moderating Role

Purpose The purpose of this study is to investigate the influential factors of customer loyalty to Islamic banks, namely, service quality, customer satisfaction, customer engagement and religiosity. Design/methodology/approach This study is a survey of 335 Islamic bank customers in West Sumatra, Indonesia. This research deployed purposive sampling and analyzed the data by using covariance-based structural equation modeling. Findings Service quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality–customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty. Research limitations/implications This study is a combination of cross-sectional and a single-country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection are conducted in other countries (e.g. ASEAN countries), which would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g. customer value co-creation and customer commitment); hence, the future study may investigate those factors. Practical implications By considering these Islamic banks’ antecedents, the Islamic banks might enhance their customer loyalty. Also, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision-making. Originality/value This study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic banks, which is, to the authors’ knowledge, neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationships between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole, which have been limited previously.

Factors influencing Generation Y’s tourism-related social media activity: the case of Polish students

2020 ◽  
Vol 11 (3) ◽  
pp. 543-558
Author(s):  
Joanna Kowalczyk-Anioł ◽  
Marek Nowacki
Keyword(s):  
Social Media ◽  
Social Influence ◽  
Technology Acceptance ◽  
Perceived Risk ◽  
Structural Equation ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Related Activity ◽  
Content Type

Purpose This study aims to identify the factors which affect Generation Y’s activity in social media (SM) while traveling. It draws on and extends the technology acceptance model (TAM) and social influence theory. It examines the effects of social influence processes (compliance, identification and internalization), perceived enjoyment (PE), perceived risk, perceived ease of use and perceived usefulness on tourism-related SM activity. Design/methodology/approach The study tested the model with a sample of 420 Polish Y’s who had traveled in the preceding 12 months and used SM. The verification of the hypotheses and the analysis of relationships between the variables were performed using partial least squares structural equation modeling. Findings Out of the four variables of the TAM, only PE has significantly and directly affected Ys’ tourism-related activity in SM. From among the three processes of social influence, only internalization has had a significant impact on the enjoyment of SM use and, consequently, on the SM activity of Generation Y. Research limitations/implications This study covered only Polish Y’s. In the future, the formulated hypotheses should be verified in other generational cohorts, in sub-cohorts of Y’s and in other cultural contexts. Furthermore, limitations include lack of randomization of the survey distribution. Practical implications The presented results show a generational portrait of an increasingly important consumer group on the tourism market in relation to factors affecting their tourism-related activity in SM. Originality/value This is one of few studies (the first in the Central and Eastern Europe context) to examine Generation Y’s adoption of SM in tourism-related activity drawing on and extending the TAM and processes of social influence.

Intention to adopt internet banking in an emerging economy: a perspective of Indian youth

2015 ◽  
Vol 33 (4) ◽  
pp. 530-544 ◽  
Author(s):  
Rambalak Yadav ◽  
Vikas Chauhan ◽  
Govind Swaroop Pathak
Keyword(s):  
Technology Acceptance ◽  
Perceived Risk ◽  
Internet Banking ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Actual Behavior ◽  
Content Type ◽  
Intention To Adopt ◽  
Indian Context ◽  
Young Consumers

Purpose – The purpose of this paper is to understand the consumer’s intention toward internet banking adoption in Indian context by combining two theories; theory of planned behavior (TPB), technology acceptance model (TAM) and an additional construct, i.e. perceived risk. Design/methodology/approach – A questionnaire based survey was conducted to collect responses from young consumers (210 usable responses). Data were analyzed using structural equation modeling to evaluate the strength of relationship. Findings – The result shows that perceived usefulness, attitude, subjective norm and perceived behavioral control significantly influences the consumer’s intention to adopt internet banking whereas perceived risk failed to show any significant influence over intention to adopt internet banking. Research limitations/implications – The study is limited to young consumers (i.e. professional students) only. Further, the study concerns itself with consumer’s intention not actual behavior. Practical implications – The finding will be useful for bank officials for devising strategies and policies related to internet banking in the Indian scenario. Originality/value – The paper is one of the initial attempts in Indian context to understand the consumer’s intention to adopt internet banking by combining TPB and TAM theories.

Predictors of customer loyalty in the Pakistani banking industry: a moderated-mediation study

2016 ◽  
Vol 34 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Muhammad Abid Saleem ◽  
Sadaf Zahra ◽  
Rashid Ahmad ◽  
Hina Ismail
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Integral Model ◽  
Equation Modeling ◽  
Survey Method ◽  
Content Type ◽  
Research Framework ◽  
Mediational Role

Purpose – The purpose of this paper is to develop an original framework to explore the effects of social influence (SI), market orientation (MO) and service quality (SQ) with moderating effect of emotional intelligence (EI) on customer loyalty (CL) and to discuss the mediational role of customer satisfaction. Design/methodology/approach – This study applies six original concepts – SI, MO, SQ, EI, customer satisfaction to develop an integral model to enhance CL. In addition, this research employs an empirical study by means of the questionnaire survey method to verify the hypotheses and to explore its managerial implications. Structural equation modeling has been applied to verify the research framework. Findings – The empirical results show that MO, SI and SQ significantly affect CL with presence of customer satisfaction as a mediator. Furthermore, this study demonstrates that the direct relationships between MO and SI on CL are not supported. However indirect paths present full mediation except in case of SQ where mediation was partial. Moreover, EI was found to enhance the partially mediated relationship between SQ and CL with mediational role customer satisfaction. Hence, banks should invest resources to increase MO, SI and SQ to increase customer satisfaction and CL. Originality/value – This study summarizes the literature on customer satisfaction and relationship marketing into a new managerial framework of CL. It utilizes new arrangement of four construct – SI, MO, and SQ with EI – to develop an original framework to enhance CL. Although past research has highlighted the relevant issues about CL, none explores it with MO and moderating role of EI on SQ. Therefore, this paper develops the research framework of CL to fill the research gap specifically in Pakistani context.

Engineering researchers’ data reuse behaviours: a structural equation modelling approach

2017 ◽  
Vol 35 (6) ◽  
pp. 1141-1161 ◽  
Author(s):  
Yeon Kyoung Joo ◽  
Youngseek Kim
Keyword(s):  
Technology Acceptance ◽  
Structural Equation ◽  
Theoretical Framework ◽  
Perceived Usefulness ◽  
Data Reuse ◽  
Survey Method ◽  
Data Repositories ◽  
Content Type ◽  
Engineering Community ◽  
Practical Implications

Purpose The purpose of this research is to investigate the factors that influence engineering researchers’ data reuse behaviours. Design/methodology/approach The data reuse behaviour model of engineering researchers was investigated by using a survey method. A national survey was distributed to engineering researchers in the USA, and a total of 193 researchers responded. Findings The results showed that perceived usefulness, perceived concerns and norms of data reuse have significant relationships with attitudes toward data reuse. Also, attitudes toward data reuse and the availability of data repositories were found to have significant influences on engineering researchers’ intention to reuse data. Research limitations/implications This research used a combined theoretical framework by integrating the theory of planned behaviour (TPB) and the technology acceptance model (TAM). The combination of the TPB and the TAM effectively explained engineering researchers’ data reuse behaviours by addressing individual motivations, norms and resource factors. Practical implications This research has practical implications for promoting more reliable and beneficial data reuse in the engineering community, including encouraging positive motivations toward data reuse, building community norms of data reuse and setting up more data repositories. Originality value As prior research on data reuse mainly used interviews, this research used a quantitative approach based on a combined theoretical framework and included diverse research constructs which were not tested in the previous research models. As one of the initial studies investigating data reuse behaviours in the engineering community, the current research provided a better understanding of data reuse behaviours and suggested possible ways to facilitate engineering researchers’ data reuse behaviours.

Stakeholders’ consensus on organizational technology acceptance; using thematic analysis and SEM

Kybernetes ◽  
2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Sarkeshikian ◽  
Amir Zakery ◽  
Mohammad Ali Shafia ◽  
Alireza Aliahmadi
Keyword(s):  
Technology Acceptance ◽  
Thematic Analysis ◽  
Perceived Risk ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Equation Model ◽  
Fit Indices ◽  
Content Type ◽  
Business To Business

Purpose Much research has been conducted on technology acceptance (TA), which is mainly about the acceptance by one user. As more than one person should be involved in business-to-business TA decision-making, it is suggested that different processes for making a consensus among different stakeholders should be considered. The purpose of this study is to demonstrate a model for essential activities and characteristics of advocators for accelerating the stakeholders’ consensus in the technology acceptance (SCTA). Design/methodology/approach The conceptual model of this research is presented using a thematic analysis of the interviews with the relevant experts and existing literature. Furthermore, the structural equation model was applied for analyzing empirically how advocators’ characteristics and activities affect consensus. In total, 248 respondents completed the questionnaires. Experts’ opinions, Krippendorff’s alpha index, Cronbach’s alpha coefficient and goodness of fit indices were applied to verify the reliability of the results. Findings Results show that “being leader” and “being influential” are two main characteristics for the advocators’ team that significantly affect SCTA. Reducing perceived “risk” for each stakeholder, developing a “common understanding” among them and demonstrating “resource readiness” are also the main tasks of advocators leading to SCTA. Originality/value The role of advocators in SCTA has been neglected. The main contribution of this study is identifying the required advocators’ activities and characteristics for achieving SCTA.

Consumer acceptance of mobile payment across time

2017 ◽  
Vol 117 (8) ◽  
pp. 1761-1776 ◽  
Author(s):  
Jinnan Wu ◽  
Lin Liu ◽  
Lihua Huang
Keyword(s):  
Perceived Risk ◽  
Positive Emotion ◽  
Perceived Usefulness ◽  
Consumer Acceptance ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Content Type ◽  
Market Growth ◽  
The Impact

Purpose Although perceived risk and usefulness have been identified as two major factors that influence consumer acceptance of an innovative mobile payment (m-payment), relatively few researchers have explored the impact of affective factors on perceived risk and usefulness, and the relationship between perceived risk and usefulness. Also, it is unclear whether there is a difference in the acceptance intention among users across different diffusion stages of this innovation. The purpose of this paper is to investigate the role of positive emotion in consumer acceptance of WeChat payment across time. Design/methodology/approach This study proposed and validated a framework integrating the consumer response system model and the affect heuristic. A total of 484 valid responses were collected through two online surveys at two diffusion stages of WeChat payment technology. The structural equation modeling and multigroup analysis were used to test the hypotheses. Findings The results show that users’ acceptance intention is relatively related to perceived risk, perceived usefulness, and positive emotion. Positive emotion has a strong negative impact on perceived risk and a positive impact on perceived usefulness. Also, perceived usefulness strongly decreases users’ perception of risk. Multigroup analyses find that both positive emotion and perceived risk have significant positive and negative impacts on acceptance intention at the stage of market introduction rather than market growth. Rather, the influence of positive usefulness on acceptance intention is significantly higher at the stage of market growth than at market introduction. Originality/value This study indicates that exploring the role of positive emotion and the moderating effect of diffusion stages in m-payment acceptance provides a more comprehensive understanding of how to achieve a greater acceptance rate of an innovative m-payment.

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