Consumer attitude and preference in the Islamic mortgage sector: a study of Malaysian consumers

2017 ◽  
Vol 40 (1) ◽  
pp. 95-115 ◽  
Author(s):  
Hanudin Amin ◽  
Abdul Rahim Abdul Rahman ◽  
Dzuljastri Abdul Razak ◽  
Hamid Rizal
Keyword(s):  
Service Quality ◽  
Consumer Preference ◽  
Future Research ◽  
Consumer Attitude ◽  
Product Choice ◽  
Content Type ◽  
Number Of Factors ◽  
Quality Product ◽  
Financing Preference ◽  
Debt Policy

Purpose The purpose of this study is to investigate the effects of service quality, product choice and Islamic debt policy on consumer attitude within the context of Islamic mortgage sector in Malaysia. The present study also examines the effect of attitudinal-behaviour on consumer preference towards preference of Islamic mortgage selection. Design/methodology/approach The study is based on questionnaire survey. Data are collected using sample from customers of Islamic banks in Malaysia. The study collects 351 respondents. Data are analysed using partial least squares (PLS). Findings The results indicate that service quality, product choice and Islamic debt policy significantly influence consumer attitude, in turn, affecting the Islamic home financing preference. Consumer attitude also mediates the effects of service quality, product choice and Islamic debt policy on the Islamic home financing preference. Research limitations/implications Several limitations warrant future research. First, this study considers only a specific user group in one public university. Second, this study does not consider attitude as a moderator. Third, this study suffers from the limited number of factors used. These limitations, however, provide directions for future research. Practical implications Our results will add value to the consumer preference topic for Islamic home financing literature. The present study provides bank managers with valuable insights into better planning of Islamic home financing services in Malaysia. Originality/value This study is a pioneering effort at exploring consumer attitude and preference from the context of Islamic mortgage sector in Malaysia. The use of PLS analysis provides another important contribution to the literature in this area.

scholarly journals Maqasid-based consumer preference index for Islamic home financing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hanudin Amin
Keyword(s):  
Consumer Choice ◽  
General Setting ◽  
Consumer Preference ◽  
Future Research ◽  
Building Society ◽  
Content Type ◽  
Customer Preference ◽  
Preference Index ◽  
A New Technique ◽  
Debt Policy

Purpose Using the maqasid-based consumer preference index (MCPi), this study aims to investigate customer preference for Islamic home financing. Design/methodology/approach The current study, based on valid 1,034 usable questionnaires and the MCPi, evaluates consumer choice for the supplied Islamic home finance products by 16 Islamic banks in Malaysia. Findings According to the findings, all banks have a moderate value of MCPi. Bank Islam Malaysia Berhad is at the top of the list, followed by Maybank Islamic, Commerce International Merchant Bankers Islamic and Malaysia Building Society Berhad. Research limitations/implications The MCPi is used in this study to test a new technique to measuring consumer preference. The contributions are confined to these particular variables – Educating Customer, Establishing Justice, Promoting Welfare and Fulfiling Islamic Debt Policy. The research also has limitations in terms of the facility’s general setting. Future research may shed light on these issues from new angles. Practical implications This research offers banks a new way to manage their products based on maqasid al-Sharīʿah. Originality/value In the context of Malaysia, this study introduces the MCPi, a new measure of consumer preference for home financing.

scholarly journals Intensi Generasi Milenial Dalam Memilih Pembiayaan Kredit Kepemilikan Rumah Pada Bank Syariah Di Indonesia

2021 ◽  
Vol 1 (8) ◽  
pp. 853-867
Author(s):  
Sheila Annisa ◽  
Nurdin Sobari ◽  
Hardius Usman
Keyword(s):  
Service Quality ◽  
Social Influence ◽  
Reasoned Action ◽  
Partial Least Square ◽  
Least Square ◽  
Product Choice ◽  
Pricing Policy ◽  
Quality Product ◽  
Debt Policy

Memiliki rumah adalah idaman setiap orang, karena tempat tinggal merupakan kebutuhan dasar manusia. Pada kenyataannya, kemampuan finansial atau tingkat daya beli tidak sejalan dengan kenaikan harga perumahan yang cenderung naik setiap tahunnya. Peluang inilah yang dimanfaatkan oleh banyak lembaga keuangan termasuk perbankan syariah untuk menawarkan produk pembiayaan dalam hal kepemilikan rumah (KPR). Masyarakat usia produktif merupakan prospek bagi pertumbuhan bank syariah. Penelitian ini bertujuan untuk mengetahui faktor – faktor yang dapat memengaruhi intensi generasi milenial dalam memilih pembiayaan KPR di bank Syariah. Penelitian ini mengangkat Theory Reasoned Action dengan menggunakan populasi responden yang berasal dari nasabah bank generasi milenial di Indonesia. Variabel dependen dalam penelitian ini adalah atitude dan intensi generasi milenial, sedangkan variabel independen yang digunakan dalam penelitian ini adalah  Service Quality, Product Choice, Islamic Debt Policy, Pricing Policy, Institutional Compliance on Maqashid dan Social Influence. Data dikumpulkan menggunakan kuesioner dengan skala likert. Sedangkan untuk mengetahui karakteristik responden dan untuk memenuhi tujan penelitian, data dianalisis dengan menggunakan Partial Least Square (PLS) dengan bantuan aplikasi SMART PLS. Dari hasil penelitian didapatkan bahwa ada tiga variabel independen yang berpengaruh positif dan signifikan terhadap terbentuknya Attitude seseorang, yaitu  Product Choice, Institutional Compliance on Maqashid dan Social Influence. Selain itu, Attitude sendiri memengaruhi sebesar 73%  terhadap intensi generasi milenial dalam memilih KPR di Bank Syariah

Persons with disability perception of facilities management service quality: hospital buildings in Malaysia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nuratiqah Aisyah Awang ◽  
Shirley Jin Lin Chua ◽  
Azlan Shah Ali ◽  
Cheong Peng Au-Yong ◽  
Amaramalar Selvi Naicker ◽  
...  
Keyword(s):  
Service Quality ◽  
Strategy Development ◽  
Future Research ◽  
Facilities Management ◽  
Management Service ◽  
Management Activity ◽  
Persons With Disabilities ◽  
Content Type ◽  
Quality Aspect ◽  
The Right

PurposeThis study aims to discover the perception of persons with disabilities (PWDs) towards facilities management (FM) service quality at hospital buildings in Malaysia.Design/methodology/approachA questionnaire survey was conducted with 99 respondents in selected hospitals in Selangor, Malaysia.FindingsThis study aims to discover the perception of PWDs towards FM service quality, and it has found a gap for improvement. The area that requires the highest attention includes the importance of (1) assurance on accessibility despite maintenance activity being conducted (2) criticality of facilities maintenance itself, (3) assurance on comfort and safety, (4) reliable medium to ask for assistance or giving feedback, (5) signage that is clearly seen and easily understood and (6) staff responsiveness.Research limitations/implicationsThis instrument is validated by PWDs under the physical disability category only, specifically in the hospital context. Future research is recommended to identify the FM service quality aspect for different categories of disability (sensory, mental or intellectual impairment).Practical implicationsThe findings provide evidence for FM to consider PWDs' perceptions in FM strategy development. Even FM provides a healthcare support system. FM service quality partly reflects healthcare service quality.Social implicationsAccommodating the need of PWDs through the improvement of FM service quality aspect will partly fulfil the right of PWDs for equality of access to healthcare.Originality/valueThis SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality systematically and holistically. Understanding the service quality aspect is important for a facility manager to precisely measure and prioritise what is truly important to the building users with special needs and try to accommodate this need in the management activity.

Sport league website: an effective marketing communication tool for corporate sponsors

2017 ◽  
Vol 18 (3) ◽  
pp. 314-327 ◽  
Author(s):  
Doyeop Kim ◽  
Matthew Walker ◽  
Jun Heo ◽  
Gi-Yong Koo
Keyword(s):  
Academic Research ◽  
Future Research ◽  
Consumer Attitude ◽  
Communication Tool ◽  
Content Type ◽  
High Profile ◽  
Sport League ◽  
Sports Sponsorship ◽  
Website Interactivity ◽  
Main Effects

Purpose Although high-profile sport league website sponsorships have increased in popularity over the last decade, academic research on the topic has not kept pace, resulting in little knowledge of ways to improve the effectiveness of this sponsorship type. This paper aims to discuss this issue. Design/methodology/approach The current study examined the influence of three website-related variables (i.e. website interactivity, website fit, and website credibility), while controlling for a sponsor-related variable (i.e. sponsor familiarity), on consumer attitude toward the sponsor ad and willingness to click on its banner ad. Hierarchical multiple regression analyses indicated three main effects. Practical implications are discussed with limitations and suggestions for future research. Findings This study found three important things. First, website interactivity played an important role in attitude toward the ad and willingness to click on the banner ad. Second, website fit influenced attitude toward the ad and willingness to click on the banner ad. Third, website credibility influenced attitude toward the ad. Originality/value The findings suggest that in order to maximize online sports sponsorship outcomes, companies must keep in mind that the interactivity between the web users and the site should be regarded as the most pragmatic result which could come from the online sports sponsorship territory.

Eco-labelling brand strategy

2014 ◽  
Vol 26 (4) ◽  
pp. 305-329 ◽  
Author(s):  
Sihem Dekhili ◽  
Mohamed Akli Achabou
Keyword(s):  
Interaction Effect ◽  
Consumer Preference ◽  
Third Party ◽  
Future Research ◽  
Brand Strategy ◽  
Content Type ◽  
Branded Product ◽  
Positive Effect ◽  
Practical Implications ◽  
Insight Into

Purpose – The purpose of this paper is to explore consumers’ preference for responsible labels in the specific case of well-known brands. The research examines the propensity of consumers to consider self-declarations carried out by the company itself in comparison with independent certifications organised by an external third party. Design/methodology/approach – An empirical study involving 134 French consumers by means of a conjoint analysis method was conducted, and the case of Nespresso coffee was tested. Findings – The results show that self-declaration (Nespresso AAA Sustainable Quality) positively influences consumer preference. Moreover, this positive effect is equivalent to that of independent certification (Fair Trade Max Havelaar). Research limitations/implications – This study’s contribution gives a better insight into the consumers’ response to eco-labelling. It suggests the existence of an interaction effect between the brand and the responsible label. But, a future research needs to be conducted to gain better understanding of this interaction effect. Practical implications – The results suggest that a strategy of promoting a well-known branded product based on self-declaration would be effective. They offer additional insights to managers on the eco-labels’ efficiency. Originality/value – Contrary to the literature which suggests the superiority of the effect of certifications organised by a third party, this research shows that this finding is not valuable in the case of a well-known brand. Self-declaration may be preferred by consumers in the same way as independent certification. This research is one of the rare research to stress the need to consider brand when exploring eco-labelling issue.

Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers

2016 ◽  
Vol 34 (6) ◽  
pp. 841-867 ◽  
Author(s):  
Samson Yusuf Dauda ◽  
Jongsu Lee
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Transaction Cost ◽  
Conjoint Analysis ◽  
Discrete Choice ◽  
Waiting Time ◽  
Consumer Preference ◽  
Content Type ◽  
Banking Service ◽  
Nigerian Banking

Purpose The purpose of this paper is to evaluate the perceptions of Nigerian banking customers regarding customers’ evaluation of their banks service quality based on their banks actual performance on current banking service delivery. Design/methodology/approach A survey has been used to collect primary data and 1,245 usable questionnaires were used in the analysis. A conjoint analysis with stated preference data were used to construct the consumers’ behavior, while discrete choice method was employed to evaluate the preferences. More information was obtained by in cooperating heterogeneity into the model by the random coefficient and the test variance with the primary attributes and social demographics and individual characteristics. Findings Discrete choice analysis shows that bank management should focus on: reduction of transaction errors, transaction cost, waiting time and initial online learning time. This four attributes have strong impact on customer’s satisfaction depending on quality performance. Relative to other services the reduction in waiting time and transaction cost are the most important services to the Nigerian banking customers. Other findings of willingness to pay and consumer preference for other attributes reveal more information for improved banking policies. Research limitations/implications The sample only focussed on the urban areas and did not consider rural dwellers. Future research should aim to improve on these by including a variable in the utility set up that captures the distance of the respondent to the main city. Practical implications Nigerian banking customers do not care about a friendly smile as customer care. Rather, they value more on the waiting time and transaction cost showing that convenience and cost dimensions have strong and direct effect on service quality. Other dimensions identified includes, reliability, product portfolio, security and privacy, ease of use, accessibility, and competence and credibility. Originality/value This study has drawn on a sample of 1,245 Nigerian banking customers and evaluating how the survey respondents perceive their respective banks’ performance by their evaluation of the current banking service delivery.

Airport service quality dimension and measurement: a systematic literature review and future research agenda

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Agus Usman ◽  
Yudi Azis ◽  
Budi Harsanto ◽  
Anton Mulyono Azis
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Quality Measurement ◽  
Research Direction ◽  
Future Research ◽  
Content Type ◽  
Publish Or Perish ◽  
Future Research Agenda ◽  
Passenger Satisfaction

PurposeThe purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction.Design/methodology/approachA systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper.FindingsDimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability.Research limitations/implicationsThis paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas.Originality/valueThis paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.

Predictors of users’ preferences for online health services

2020 ◽  
Vol 37 (2) ◽  
pp. 215-225
Author(s):  
Shahidul Islam ◽  
Md Rakibul Hoque ◽  
Md Abdullah Al Jamil
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Rational Choice Theory ◽  
Service Providers ◽  
Well Being ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
Health Service Quality

Purpose The purpose of this study is to explain predictors that discriminate users’ preferences for online health services, focusing on a downtown area in a developing country. Design/methodology/approach Drawing on rational choice theory (RCT), the authors test a model that links the frequency of online health service usage to access-activators and access-inhibitors. Multivariate analysis of variance (MANOVA) and the discriminant analysis model were used to analyze data from a sample of 215 internet users. Findings Results confirm the significance of responsiveness, user’s attitude, accessibility and perceived ease of use, indicating their discriminating role in the usage of online health services. Research limitations/implications The study demonstrates the relevance of RCT in measuring perceived online health service quality in an emerging context. Future research should consider the influence of electronic health (eHealth) literacy, norms and trustworthiness to increase the generalizability of the findings. Practical implications The findings of this study can help enhance the eHealth service quality by encouraging service providers to improve the interactivity and ease of use of their platforms, thus delivering value to both consumers and firms and improving the well-being of the society at large. Originality/value Few existing studies draw attention to access-activators and access-inhibitors to predict users’ preferences for online health services. This study shows the applicability of RCT in preparing the instrumental dimensions of online health service quality.

Perceived cultural distance in intercultural service encounters: does customer participation matter?

2018 ◽  
Vol 32 (5) ◽  
pp. 547-558 ◽  
Author(s):  
Tyson Ang ◽  
Ru-Shiun Liou ◽  
Shuqin Wei
Keyword(s):  
Weight Loss ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Cultural Distance ◽  
Customer Participation ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
Perceived Cultural Distance

PurposeThis paper aims to investigate if perceived cultural distance (PCD) negatively affects service quality and customer satisfaction through customers’ social judgements of the service providers’ warmth and competence in intercultural service encounters (ICSE), and if this negative effect can be mitigated through customer participation (CP).Design/methodology/approachA 2 × 2 between-subjects experimental design with an online consumer panel was conducted using a series of intercultural service encounter scenarios (in the weight loss service context) to manipulate CP (high vs low) and pictures of service providers to induce PCD (high vs low).FindingsAs hypothesized, in the context of ICSE, PCD negatively impacts customers’ social judgements of the service providers’ warmth and competence, which in turn influence service quality and customer satisfaction. However, the negative impact of PCD is alleviated when the level of CP is high.Research limitations/implicationsUsing a single service context (weight loss services) may restrict the generalizability of findings. Future research may explore other service contexts.Practical implicationsTo improve customers’ experience, managers in service firms with multicultural customers may create more engagement opportunities by designing the service delivery process in ways in which more CP and involvement is allowed.Originality/valueThis research is among the first to highlight the importance of consumers’ social judgements about culturally dissimilar service providers, which at baseline come with disadvantages but that can be altered through marketing actions (e.g. enhanced CP).

Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment

2005 ◽  
Vol 22 (3) ◽  
pp. 353-368 ◽  
Author(s):  
Mark Peterson ◽  
Gary Gregory ◽  
James M. Munch
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Repair Service ◽  
Content Type ◽  
The Usa ◽  
Mission Critical ◽  
Model Equivalence ◽  
Practical Implications

PurposeTo evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment.Design/methodology/approachUsing the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service for mission‐critical equipment. Assessment of construct equivalence across the two regions was then performed using item bias analysis. Following this, assessment of model equivalence across the two regions was conducted using both the Chow test of model equivalence and regression in structural equation modeling (SEM).FindingsResults suggest that service quality in this B2B domain is perceived to be remarkably the same in both the USA and Europe.Research limitations/implicationsFuture research could focus on repair services for other types of mission‐critical equipment, and another region of the world, such as Asia. Both of these steps would boost the generalizability of the study's findings.Practical implicationsThe practical implications of the study's results suggest not only the applicability of the SERVPERF framework across these two regions, but also standardization possibilities in repair service for mission‐critical equipment because of the homogeneity evident in these markets regarding service quality.Originality/valueThis study should be valuable reading for those interested in issues related to service quality, as well as international services. The paper provides new insight into the relative importance of service quality dimensions, as the “responsiveness” dimension was found to be more than twice as important as any other dimension – even the “reliability” dimension.

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