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Selection Decision and Loyalty Among Islamic Bank Customers.

The research studies on customer loyalty and bank selection decision particularly among Islamic bank customers. This study involved customers using the Islamic banking services at Bank Islam Malaysia Berhad (BIMB), Bank Muamalat Malaysia Berhad and Bank Kerjasama Rakyat Berhad in Alor Setar, Kedah....

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Main Author: Bidayatul Akmal, Mustafa Kamil
Format: Thesis
Language:English
Published: 2006
Subjects:
HF5601-5689 Accounting
Online Access:http://etd.uum.edu.my/72/1/bidayatul_akmal.pdf
http://etd.uum.edu.my/72/
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spelling my.uum.etd.722013-07-24T12:05:29Z http://etd.uum.edu.my/72/ Selection Decision and Loyalty Among Islamic Bank Customers. Bidayatul Akmal, Mustafa Kamil HF5601-5689 Accounting The research studies on customer loyalty and bank selection decision particularly among Islamic bank customers. This study involved customers using the Islamic banking services at Bank Islam Malaysia Berhad (BIMB), Bank Muamalat Malaysia Berhad and Bank Kerjasama Rakyat Berhad in Alor Setar, Kedah. The research techniques in this study relied on distribution of 240 self administered questionnaires. Customer loyalty in this study expresses an intended behavior related to the service of Islamic banking and it was measured using the scale by Caruana (2002), while the instruments of bank selection decision was adapted from Zineldin (1996). The finding using Pearson correlation showed that there were signiticant relationship between selection decision and loyalty among Islamic bank customers. The five dimensions of bank selection decision emphasize service quality, delivery system, credit availability and price competition, promotion and reputation, differentiation and word of mouth also had the correlation with loyalty and significantly explained the variance of loyalty. Multiple regression andysis indicated that only 19.5 percent of the customer loyalty variance can be explained by those factors that be counted in this study. The results could he concluded that if respondents decide to select Islamic bank, the probability they might loyal to the bank is high. In terms of the analysis on demographic characteristics, the differences in almost findings between demographic factors and bank selection decision or customer loyalty were not significant. The characteristics of respondents would not effect them to select and be loyal to Islamic bank. In order to bind a customer and to have customer to repatronage, values must be created and maintained as well as to provide a loyalty program to customers. When a customer has created a value with the bank, it is difficult for the rivals to snatch that customer away. 2006-05 Thesis NonPeerReviewed application/pdf en http://etd.uum.edu.my/72/1/bidayatul_akmal.pdf Bidayatul Akmal, Mustafa Kamil (2006) Selection Decision and Loyalty Among Islamic Bank Customers. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
topic HF5601-5689 Accounting
spellingShingle HF5601-5689 Accounting
Bidayatul Akmal, Mustafa Kamil
Selection Decision and Loyalty Among Islamic Bank Customers.
description The research studies on customer loyalty and bank selection decision particularly among Islamic bank customers. This study involved customers using the Islamic banking services at Bank Islam Malaysia Berhad (BIMB), Bank Muamalat Malaysia Berhad and Bank Kerjasama Rakyat Berhad in Alor Setar, Kedah. The research techniques in this study relied on distribution of 240 self administered questionnaires. Customer loyalty in this study expresses an intended behavior related to the service of Islamic banking and it was measured using the scale by Caruana (2002), while the instruments of bank selection decision was adapted from Zineldin (1996). The finding using Pearson correlation showed that there were signiticant relationship between selection decision and loyalty among Islamic bank customers. The five dimensions of bank selection decision emphasize service quality, delivery system, credit availability and price competition, promotion and reputation, differentiation and word of mouth also had the correlation with loyalty and significantly explained the variance of loyalty. Multiple regression andysis indicated that only 19.5 percent of the customer loyalty variance can be explained by those factors that be counted in this study. The results could he concluded that if respondents decide to select Islamic bank, the probability they might loyal to the bank is high. In terms of the analysis on demographic characteristics, the differences in almost findings between demographic factors and bank selection decision or customer loyalty were not significant. The characteristics of respondents would not effect them to select and be loyal to Islamic bank. In order to bind a customer and to have customer to repatronage, values must be created and maintained as well as to provide a loyalty program to customers. When a customer has created a value with the bank, it is difficult for the rivals to snatch that customer away.
format Thesis
author Bidayatul Akmal, Mustafa Kamil
author_facet Bidayatul Akmal, Mustafa Kamil
author_sort Bidayatul Akmal, Mustafa Kamil
title Selection Decision and Loyalty Among Islamic Bank Customers.
title_short Selection Decision and Loyalty Among Islamic Bank Customers.
title_full Selection Decision and Loyalty Among Islamic Bank Customers.
title_fullStr Selection Decision and Loyalty Among Islamic Bank Customers.
title_full_unstemmed Selection Decision and Loyalty Among Islamic Bank Customers.
title_sort selection decision and loyalty among islamic bank customers.
publishDate 2006
url http://etd.uum.edu.my/72/1/bidayatul_akmal.pdf
http://etd.uum.edu.my/72/
_version_ 1644276068966727680
score 13.211869

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