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Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia

According to Central Bank of Somaliland report, the number of Islamic commercial bank offices reduced from 203 offices in 2018 to 182 offices in 2019. This phenomenon is due to lack of customer’s confident towards services provided by Islamic banks. Therefore, the purpose of this study is to determi...

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Main Author: Hussein, Abdikarem Jamal
Format: Thesis
Language:English
English
Published: 2021
Subjects:
HD58.9 Organizational Effectiveness.
HF5415.33 Consumer Behavior.
HF5546-5548.6 Office Management
Online Access:https://etd.uum.edu.my/9997/1/s826978_01.pdf
https://etd.uum.edu.my/9997/2/s826978_02.pdf
https://etd.uum.edu.my/9997/
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spelling my.uum.etd.99972022-10-27T01:06:39Z https://etd.uum.edu.my/9997/ Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia Hussein, Abdikarem Jamal HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management According to Central Bank of Somaliland report, the number of Islamic commercial bank offices reduced from 203 offices in 2018 to 182 offices in 2019. This phenomenon is due to lack of customer’s confident towards services provided by Islamic banks. Therefore, the purpose of this study is to determine the factors affecting customer loyalty in Islamic banking sector in Hargeisa, Somalia. There are two Islamic banks operating in Hargeisa City namely Salam Bank and Premier Bank. Four factors have been identified affecting the customer loyalty that is customer expectation, customer trust, service encounter and service experience. Primary data was utilized to conduct this study. The study was carried out survey which involved 250 respondents for both Islamic banks. The SPSS software was utilized in this study for both descriptive and inferential statistics. Based on the multiple regression analysis, the study found that service experience, service encounter and customer trust are the most affecting variables in customer loyalty in Islamic banks of Hargeisa City. Thus, the present study provides additional empirical evidence to improve the body of knowledge especially in Islamic banking system in Somalia. 2021 Thesis NonPeerReviewed text en https://etd.uum.edu.my/9997/1/s826978_01.pdf text en https://etd.uum.edu.my/9997/2/s826978_02.pdf Hussein, Abdikarem Jamal (2021) Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia. 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
English
topic HD58.9 Organizational Effectiveness.
HF5415.33 Consumer Behavior.
HF5546-5548.6 Office Management
spellingShingle HD58.9 Organizational Effectiveness.
HF5415.33 Consumer Behavior.
HF5546-5548.6 Office Management
Hussein, Abdikarem Jamal
Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
description According to Central Bank of Somaliland report, the number of Islamic commercial bank offices reduced from 203 offices in 2018 to 182 offices in 2019. This phenomenon is due to lack of customer’s confident towards services provided by Islamic banks. Therefore, the purpose of this study is to determine the factors affecting customer loyalty in Islamic banking sector in Hargeisa, Somalia. There are two Islamic banks operating in Hargeisa City namely Salam Bank and Premier Bank. Four factors have been identified affecting the customer loyalty that is customer expectation, customer trust, service encounter and service experience. Primary data was utilized to conduct this study. The study was carried out survey which involved 250 respondents for both Islamic banks. The SPSS software was utilized in this study for both descriptive and inferential statistics. Based on the multiple regression analysis, the study found that service experience, service encounter and customer trust are the most affecting variables in customer loyalty in Islamic banks of Hargeisa City. Thus, the present study provides additional empirical evidence to improve the body of knowledge especially in Islamic banking system in Somalia.
format Thesis
author Hussein, Abdikarem Jamal
author_facet Hussein, Abdikarem Jamal
author_sort Hussein, Abdikarem Jamal
title Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_short Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_full Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_fullStr Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_full_unstemmed Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_sort factors affecting customer loyalty in islamic banking sector of hargeisa, somalia
publishDate 2021
url https://etd.uum.edu.my/9997/1/s826978_01.pdf
https://etd.uum.edu.my/9997/2/s826978_02.pdf
https://etd.uum.edu.my/9997/
_version_ 1748183203141648384
score 13.211869

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