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The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.]

Islamıc banks have to become customer centric, if they have to remain competitive in the banking system. The banks need to understand factors that influence word of mouth and customer usage intentions towards their products. Studies that has been conducted to investigate customer word of mouth and u...

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Main Authors: Abdul-Rahman, Maria, Fairuz Ramli, Mona, Chauhan, Ajay
Format: Article
Language:English
Published: Universiti Teknologi MARA, Kedah 2019
Subjects:
Marketing
Consumer satisfaction
Online Access:http://ir.uitm.edu.my/id/eprint/33137/1/AJ_MARIA%20ABDUL%20RAHMAN%20VOA%20K%2019.pdf
http://ir.uitm.edu.my/id/eprint/33137/
https://voa.uitm.edu.my/
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spelling my.uitm.ir.331372020-08-05T03:30:48Z http://ir.uitm.edu.my/id/eprint/33137/ The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.] Abdul-Rahman, Maria Fairuz Ramli, Mona Chauhan, Ajay Marketing Consumer satisfaction Islamıc banks have to become customer centric, if they have to remain competitive in the banking system. The banks need to understand factors that influence word of mouth and customer usage intentions towards their products. Studies that has been conducted to investigate customer word of mouth and usage intentions toward Islamic banking products are limited, and therefore this research is conducted to fulfill the gap. Data were collected from 245 respondents using structured questionnaire and were analysed for descriptive statistics using SPSS. Hypotheses testing were conducted through the use of Partial Least Squares (PLS). Findings of the study showed perceived value significantly influenced satisfaction, word of mouth and customer usage intentions toward Islamic Banking products. However, reputation only significantly influenced satisfaction and word of mouth toward Islamic Banking products. In addition, satisfaction was found to significantly mediate the relationships between reputation and word of mouth, and between perceived value and word of mouth. The information from this study is crucial to Islamic bank managers as it will assist them to develop strategies to attract more customers to use Islamic Banking products, without neglecting word of mouth. In the future, more variables should be considered in determining the customer usage intentions towards Islamic banking products. Universiti Teknologi MARA, Kedah 2019 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/33137/1/AJ_MARIA%20ABDUL%20RAHMAN%20VOA%20K%2019.pdf Abdul-Rahman, Maria and Fairuz Ramli, Mona and Chauhan, Ajay (2019) The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.]. Voice of Academia (VOA), 15 (2). pp. 39-51. ISSN 2682-7840 https://voa.uitm.edu.my/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Marketing
Consumer satisfaction
spellingShingle Marketing
Consumer satisfaction
Abdul-Rahman, Maria
Fairuz Ramli, Mona
Chauhan, Ajay
The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.]
description Islamıc banks have to become customer centric, if they have to remain competitive in the banking system. The banks need to understand factors that influence word of mouth and customer usage intentions towards their products. Studies that has been conducted to investigate customer word of mouth and usage intentions toward Islamic banking products are limited, and therefore this research is conducted to fulfill the gap. Data were collected from 245 respondents using structured questionnaire and were analysed for descriptive statistics using SPSS. Hypotheses testing were conducted through the use of Partial Least Squares (PLS). Findings of the study showed perceived value significantly influenced satisfaction, word of mouth and customer usage intentions toward Islamic Banking products. However, reputation only significantly influenced satisfaction and word of mouth toward Islamic Banking products. In addition, satisfaction was found to significantly mediate the relationships between reputation and word of mouth, and between perceived value and word of mouth. The information from this study is crucial to Islamic bank managers as it will assist them to develop strategies to attract more customers to use Islamic Banking products, without neglecting word of mouth. In the future, more variables should be considered in determining the customer usage intentions towards Islamic banking products.
format Article
author Abdul-Rahman, Maria
Fairuz Ramli, Mona
Chauhan, Ajay
author_facet Abdul-Rahman, Maria
Fairuz Ramli, Mona
Chauhan, Ajay
author_sort Abdul-Rahman, Maria
title The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.]
title_short The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.]
title_full The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.]
title_fullStr The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.]
title_full_unstemmed The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants \ Maria Abdul Rahman...[et al.]
title_sort role of satisfaction as a mediator on the relationships between usage intention and word of mouth of islamic bank products and their determinants \ maria abdul rahman...[et al.]
publisher Universiti Teknologi MARA, Kedah
publishDate 2019
url http://ir.uitm.edu.my/id/eprint/33137/1/AJ_MARIA%20ABDUL%20RAHMAN%20VOA%20K%2019.pdf
http://ir.uitm.edu.my/id/eprint/33137/
https://voa.uitm.edu.my/
_version_ 1685651018711302144
score 13.211869

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