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The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari

Due to fast development in Islamic banking, the industry comprise with large participants. As a result, each bank faces strong competitions not only among Islamic banks but also from conventional and international players. According to Abduha (2013) in this challenging environment, customer satisfac...

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Main Author: Mohamad Shari, Nur Syafikah
Format: Student Project
Language:English
Published: 2017
Subjects:
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Finance, Islamic
Online Access:https://ir.uitm.edu.my/id/eprint/92430/1/92430.pdf
https://ir.uitm.edu.my/id/eprint/92430/
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spelling my.uitm.ir.924302024-03-18T00:50:44Z https://ir.uitm.edu.my/id/eprint/92430/ The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari Mohamad Shari, Nur Syafikah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Finance, Islamic Due to fast development in Islamic banking, the industry comprise with large participants. As a result, each bank faces strong competitions not only among Islamic banks but also from conventional and international players. According to Abduha (2013) in this challenging environment, customer satisfaction became highly critical as it became a deciding factor for the customer whether to retain or switch to competitors. The purpose of this study is to examine the influence of switching barrier factor on relationship with customer loyalty. The data were collected from 100 islamic banking customer who have at least one banking product with their main bank and 100% responses were received. Variable used for the analysis include customer loyalty as the dependent variable (DV), whereas the service recovery (SR), lack of attractive alternative (LOAA), and switching cost (SC) as the independent variables (IV). The data were analyzed by using SPSS version 22. Analysis tested in this study such as reliability testing, correlation and regression. The finding indicates, among three independent variable stated, switching cost give biggest effect towards customer loyalty, followed by service recovery and lack of attractive alternatives. Both switching cost and service recovery is significant and has positive relationship with customer loyalty. While another independent variable (lack of attractive alternative) was found to be is insignificant. 2017 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/92430/1/92430.pdf The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari. (2017) [Student Project] (Unpublished)
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 Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Finance, Islamic
spellingShingle Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Finance, Islamic
Mohamad Shari, Nur Syafikah
The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari
description Due to fast development in Islamic banking, the industry comprise with large participants. As a result, each bank faces strong competitions not only among Islamic banks but also from conventional and international players. According to Abduha (2013) in this challenging environment, customer satisfaction became highly critical as it became a deciding factor for the customer whether to retain or switch to competitors. The purpose of this study is to examine the influence of switching barrier factor on relationship with customer loyalty. The data were collected from 100 islamic banking customer who have at least one banking product with their main bank and 100% responses were received. Variable used for the analysis include customer loyalty as the dependent variable (DV), whereas the service recovery (SR), lack of attractive alternative (LOAA), and switching cost (SC) as the independent variables (IV). The data were analyzed by using SPSS version 22. Analysis tested in this study such as reliability testing, correlation and regression. The finding indicates, among three independent variable stated, switching cost give biggest effect towards customer loyalty, followed by service recovery and lack of attractive alternatives. Both switching cost and service recovery is significant and has positive relationship with customer loyalty. While another independent variable (lack of attractive alternative) was found to be is insignificant.
format Student Project
author Mohamad Shari, Nur Syafikah
author_facet Mohamad Shari, Nur Syafikah
author_sort Mohamad Shari, Nur Syafikah
title The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari
title_short The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari
title_full The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari
title_fullStr The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari
title_full_unstemmed The effect of switching barrier factor towards customer loyalty / Nur Syafikah Mohamad Shari
title_sort effect of switching barrier factor towards customer loyalty / nur syafikah mohamad shari
publishDate 2017
url https://ir.uitm.edu.my/id/eprint/92430/1/92430.pdf
https://ir.uitm.edu.my/id/eprint/92430/
_version_ 1794641485668286464
score 13.211869

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