Marketing research and customer loyalty in an Islamic banking culture in the Middle East

2021 ◽  
pp. 377-400
Author(s):  
Ala’ Omar Dandis ◽  
Len Tiu Wright
Keyword(s):  
Middle East ◽  
Customer Loyalty ◽  
Marketing Research ◽  
Islamic Banking

Loyalty towards Islamic banking: service quality, emotional or religious driven?

2019 ◽  
Vol 11 (1) ◽  
pp. 66-80 ◽  
Author(s):  
Dwi Suhartanto ◽  
Christopher Gan ◽  
Ira Siti Sarah ◽  
Setiawan Setiawan
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Islamic Banking ◽  
Emotional Attachment ◽  
Islamic Banks ◽  
Content Type ◽  
Perceived Service Quality ◽  
Islamic Bank ◽  
Bank Managers

Purpose This paper aims to integrate and examine three loyalty routes (i.e. service quality, emotional attachment and religiosity) in developing customer loyalty towards Islamic banking. Design/methodology/approach Data were collected from 412 Islamic bank customers from Indonesia. Variance-based structural equation modelling was applied to evaluate the association between service quality, emotional attachment, religiosity and customer loyalty. Findings This study reveals that customer loyalty is more driven by emotional attachment and religiosity rather than by perceived service quality. Although not directly affecting customer loyalty, service quality strengthens customer satisfaction towards Islamic banks. Practical implications This study provides an opportunity for Islamic bank managers to increase their customer loyalty through the development of emotional attachment and religiosity. To improve customer loyalty, this study suggests that Islamic banks have to provide prompt, accurate and non-personal service. It is also important for Islamic bank managers to keep the bank operation compliant with the Sharia law. Originality/value This study is the first attempt to assess the three loyalty routes simultaneously in influencing customer loyalty.

scholarly journals Measuring Customers Loyalty of Islamic Banking in Bahawalpur Region

2012 ◽  
Vol 2 (2) ◽  
pp. 101 ◽  
Author(s):  
M. Taimoor Hassan ◽  
Bilal Ahmed ◽  
Saleem Ahmed ◽  
Umair Habib ◽  
Saim Riaz ◽  
...  
Keyword(s):  
Customer Loyalty ◽  
Financial Services ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Basic Purpose ◽  
Customer's Loyalty ◽  
Conducting Research ◽  
Viable Model

Purpose: The basic purpose of measuring the customer’s loyalty in Islamic banking in Bahawalpur region is their long term commitment.Design/methodology/approach: This research has been conducted utilizing the actual data with the help of a questionnaire based on the literature extensively written on Islamic banking services, to develop a viable model to explore the attributes which lead towards the customer loyalty in utilizing the financial services of Islamic banks in Bahawalpur region. A new dimension is added by conducting research on customer’s loyalty in Islamic banking in Bahawalpur region, taking sample of 125 respondents from 20 banks operating in Islamic banking services of this region.Findings: Factors abstracted from the customers loyalty are, customers satisfaction, switching cost, customers perception, success philosophy and trust and commitment. It is found that these factors significantly affect the customer’s loyalty in Islamic banking and are greatly associated with the customer’s loyalty.Research limitations/ implication: Only available material is studied in spite of all the material and research is implicated in Bahawalpur region only.  The sample size is small to only 125 respondents but the results are implicated on overall customer’s loyalty in Islamic banking.Practical implications: Pakistani banks are needed to take initiative in creating awareness about Islamic banking and providing more effective services.Originality/ value: This is one of the very first researches on customers loyalty in Islamic banking conducted in Bahawalpur region and could be very useful for countries adopting Islamic banking.Key words: Customers loyalty, Islamic banking.

scholarly journals Customer Perception of CSR Activities: A Comparative Study of Finnish and Russian Consumers

2017 ◽  
Vol 7 (2) ◽  
pp. 59-83 ◽  
Author(s):  
Maxim Potepkin ◽  
Olga Firsanova
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Loyalty ◽  
Marketing Research ◽  
Theory And Practice ◽  
Marketing Theory ◽  
Consumer Loyalty ◽  
Customer Perception ◽  
Corporate Social ◽  
The Impact ◽  
Customer Reaction

Abstract This study estimates the impact of corporate social responsibility (CSR) on customer loyalty based on the data collected during marketing research on consumer behavior in Finnish and Russian markets of dietary supplements. Concretely, the author examines the influence of perceived CSR on customer loyalty taking into account trust factor. A key focus of this work is a comparison of Finnish and Russian customer responses as well as investigation the “country” factor in customer CSR perception and its correlation with consumer loyalty and trust. In general, the findings show similarity of customer reaction to CSR initiatives in both countries. At the same time, the study illustrates some differences in Finnish and Russian customer perception and evaluating CSR level. Regarding practical issues, the author relates arguments for implementation CSR activities as a significant factor of forming customer loyalty in the two countries. The article gives implications for marketing theory and practice.

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals INTERPRETATION APPROACH IN THE DYNAMICS OF SHARIA BANKING

Al-Risalah ◽  
2021 ◽  
Vol 12 (2) ◽  
pp. 346-358
Author(s):  
Zamakhsyari Abdul Majid
Keyword(s):  
Middle East ◽  
Qualitative Study ◽  
Commercial Banks ◽  
Islamic Banking ◽  
Muslim Population ◽  
The World

Indonesia is a country with the largest Muslim population in the world with a Muslim population of around 204 million. This large Muslim population represents a great potential for the development of Islamic banking. This Islamic banking began to get the government's attention with the issuance of a law that supports Islamic banking. With various policies and decisions from a period of approximately 36 years (1974-2008), starting with the holding of a national seminar on relations between Indonesia and the Middle East which contained the idea of ​​realizing the Islamic Banking Law. This article is a qualitative study. The existence of Islamic-based Rural Banks encourages the establishment of interest-free commercial banks. With various developments that continue to be carried out by the Indonesian Banking, in 2008 the enactment of Law no. 21 of 2008 concerning Islamic Banking which is expected to provide significant prospects for Islamic Banking. Basically the concept in Islam cannot be separated from the 5 pillars of primary needs (al-dlaruriyyatul al-khams), namely: hifdhun nafs (guaranteed protection of the soul), hifdhul 'aql (guaranteed protection of reason), hifdhul mâl (guarantee of property protection), hifdhun nasl (guaranteed protection of offspring), and hifdhud dn (guaranteed protection of religion). Indonesia merupakan negara dengan populasi Muslim terbesar di dunia dengan jumlah penduduk muslimnya sekitar 204 juta jiwa. Populasi Muslim yang besar ini merupakan potensi besar bagi perkembangan perbankan syariah. Perbankan syariah ini mulai mendapat perhatian pemerintah dengan dikeluarkannya undang-undang yang mendukung perbankan syariah. Artikel ini merupakan studi kualitatif. Dengan berbagai kebijakan dan keputusan dari kurun waktu kuranglebih selama 36 tahun (1974-2008), dimulai dari diselenggarakannya seminar nasional hubungan antara Indonesia-Timur Tengah yang berisikan tentang ide merealisasikan UU Perbankan Islam. Keberadaan Bank-bank Perkreditan Rakyat yang berbasis Islam tersebut mendorong untuk didirikannya bank umum yang bebas bunga. Dengan berbagai perkembangan yang terus di lakukan oleh Perbankan Indonesia, pada tahun 2008 disahkannya UU No. 21 Tahun 2008 tentang Perbankan Islam yang diharapkan memberikan prospek yang signifikan bagi Perbankan Islam. Pada dasarnya konsep dalam Islam itu tidak lepas dari 5 pilar kebutuhan primer (al-dlaruriyyatul al-khams), yaitu: hifdhun nafs (jaminan perlindungan jiwa), hifdhul ‘aql (jaminan perlindungan akal), hifdhul mâl (jaminan perlindungan harta), hifdhun nasl (jaminan perlindungan keturunan), dan hifdhud dîn (jaminan perlindungan agama).

scholarly journals Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Dengan Citra Perusahaan Sebagai Variabel Moderating (Studi Kasus Pada PT. Bank BRI Persero Tbk.Cabang Tenggarong)

2021 ◽  
Vol 21 (2) ◽  
pp. 17-35
Author(s):  
Deri Pranoto ◽  
Mawardi Mawardi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Marketing Research ◽  
Statistical Test ◽  
Corporate Image ◽  
Equation Modeling ◽  
Service Excellence

Abstract:                The purpose of this study was to determine the effect of service quality on customer loyalty and to determine the effect of service quality on customer satisfaction at PT. Bank BRI Tenggarong Branch. As one of the state-owned banks with the largest profits in Tenggarong District, the problems that occur in Bank BRI are the Marketing Research Indonesia Survey (MRI) on customer loyalty and The Best Bank Service Excellence 2016 to 2017 shows that Bank BRI's score in terms of service and customer loyalty is still far from expectations. This means that Bank BRI has not succeeded in creating and managing customer loyalty properly. This study uses data analysis using Structural Equation Modeling (SEM) assisted by SmartPLS version 3.2.8. by testing the hypothesis using the t statistical test. The number of samples used amounted to 143 people.                The results showed that the service quality variable had a significant effect on customer loyalty. The service quality variable has a significant effect on customer satisfaction. The variable of customer satisfaction has a significant effect on customer loyalty. The corporate image variable has no significant effect on customer loyalty. The service quality variable indirectly has a significant effect on customer loyalty through customer satisfaction so that the customer satisfaction variable is partially proven or there is partial mediation and the corporate image variable has no significant effect in moderating the customer satisfaction variable on customer loyalty with a positive relationship direction (strengthening) and the image variable. companies in this study are included in the Moderation Potential type (Homologiser Moderator)   Keywords: Service Quality, Customer Loyalty, Customer Satisfaction, Satisfaction Customers, Company Image

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