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Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia

It is undeniable that customer loyalty contributes to the sustainability and success of the banking industry. With the intense competition in the industry, banks are now trying to retain their customers with the aim to increase their revenues. As there are disagreements among the variables that in...

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Main Authors: Abdul Rahman, Maria, Ramli, Mona Fairuz
Format: Article
Language:English
Published: Science Publishing Corporation Inc. 2018
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/26623/1/IJET%207%204.1%202018%20128%20133.pdf
http://repo.uum.edu.my/26623/
http://doi.org/10.14419/ijet.v7i4.1.28240
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spelling my.uum.repo.266232019-12-02T07:50:09Z http://repo.uum.edu.my/26623/ Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia Abdul Rahman, Maria Ramli, Mona Fairuz HD28 Management. Industrial Management It is undeniable that customer loyalty contributes to the sustainability and success of the banking industry. With the intense competition in the industry, banks are now trying to retain their customers with the aim to increase their revenues. As there are disagreements among the variables that influence customer loyalty, this study examined the relationships between perceived value, image, satisfaction and loyalty in an integrative model. Analysis was done on data collected from 139 bank customers in the northern states of Peninsular Malaysia using Partial Least Squares. The results of the study revealed that perceived value and bank image led customers to experience greater satisfaction, resulting in customers to be more loyal to their banks. The research outcome contributes to the body of knowledge by integrating the four variables into one model and by testing the model in the banking industry. The findings from this study may assist bank managers to formulate strategies to increase their revenues through customer loyalty. Science Publishing Corporation Inc. 2018 Article PeerReviewed application/pdf en http://repo.uum.edu.my/26623/1/IJET%207%204.1%202018%20128%20133.pdf Abdul Rahman, Maria and Ramli, Mona Fairuz (2018) Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia. International Journal of Engineering & Technology, 7 (4.1). p. 128. ISSN 2227-524X http://doi.org/10.14419/ijet.v7i4.1.28240 doi:10.14419/ijet.v7i4.1.28240
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Abdul Rahman, Maria
Ramli, Mona Fairuz
Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia
description It is undeniable that customer loyalty contributes to the sustainability and success of the banking industry. With the intense competition in the industry, banks are now trying to retain their customers with the aim to increase their revenues. As there are disagreements among the variables that influence customer loyalty, this study examined the relationships between perceived value, image, satisfaction and loyalty in an integrative model. Analysis was done on data collected from 139 bank customers in the northern states of Peninsular Malaysia using Partial Least Squares. The results of the study revealed that perceived value and bank image led customers to experience greater satisfaction, resulting in customers to be more loyal to their banks. The research outcome contributes to the body of knowledge by integrating the four variables into one model and by testing the model in the banking industry. The findings from this study may assist bank managers to formulate strategies to increase their revenues through customer loyalty.
format Article
author Abdul Rahman, Maria
Ramli, Mona Fairuz
author_facet Abdul Rahman, Maria
Ramli, Mona Fairuz
author_sort Abdul Rahman, Maria
title Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia
title_short Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia
title_full Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia
title_fullStr Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia
title_full_unstemmed Drivers of customer loyalty towards Islamic subsidiary banks in the Northern States of peninsular Malaysia
title_sort drivers of customer loyalty towards islamic subsidiary banks in the northern states of peninsular malaysia
publisher Science Publishing Corporation Inc.
publishDate 2018
url http://repo.uum.edu.my/26623/1/IJET%207%204.1%202018%20128%20133.pdf
http://repo.uum.edu.my/26623/
http://doi.org/10.14419/ijet.v7i4.1.28240
_version_ 1651870669553532928
score 13.211869

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