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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...

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Main Authors: Abduh, Muhamad, Kassim, Salina, Dahari, Zainurin
Format: Article
Language:English
Published: IIU Press and Research Centre, A.C. 2012
Subjects:
HG Finance
KBP1 Islamic law.Shariah.Fiqh
Online Access:http://irep.iium.edu.my/26365/1/SSc_Article7.pdf
http://irep.iium.edu.my/26365/
http://www.iiuedu.eu/press/journals/sds.html
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spelling my.iium.irep.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 REM 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
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
topic HG Finance
KBP1 Islamic law.Shariah.Fiqh
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
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
format Article
author Abduh, Muhamad
Kassim, Salina
Dahari, Zainurin
author_facet Abduh, Muhamad
Kassim, Salina
Dahari, Zainurin
author_sort Abduh, Muhamad
title 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_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_sort customer satisfaction and switching behavior in islamic banking: evidence from indonesia
publisher IIU Press and Research Centre, A.C.
publishDate 2012
url http://irep.iium.edu.my/26365/1/SSc_Article7.pdf
http://irep.iium.edu.my/26365/
http://www.iiuedu.eu/press/journals/sds.html
_version_ 1643609129201172480
score 13.222552

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