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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

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, Ramli, Mona Fairuz, Chauhan, Ajay
Format: Article
Language:English
Published: Universiti Teknologi Malaysia 2019
Subjects:
HG Finance
Online Access:http://repo.uum.edu.my/26624/1/VoA%2015%202%202019%2039%2051%201.pdf
http://repo.uum.edu.my/26624/
https://voa.uitm.edu.my/v1/voa-issue/2019-volume-15/issue-2
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spelling my.uum.repo.266242020-11-05T02:57:01Z http://repo.uum.edu.my/26624/ The role of satisfaction as a mediator on the relationships between usage intention and word of mouth of Islamic bank products and their determinants Abdul Rahman, Maria Ramli, Mona Fairuz Chauhan, Ajay HG Finance 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 Malaysia 2019 Article PeerReviewed application/pdf en http://repo.uum.edu.my/26624/1/VoA%2015%202%202019%2039%2051%201.pdf Abdul Rahman, Maria and Ramli, Mona Fairuz 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. Voice of Academia (VOA), 15 (1). pp. 39-51. ISSN 1958-5079 https://voa.uitm.edu.my/v1/voa-issue/2019-volume-15/issue-2
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 HG Finance
spellingShingle HG Finance
Abdul Rahman, Maria
Ramli, Mona Fairuz
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
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
Ramli, Mona Fairuz
Chauhan, Ajay
author_facet Abdul Rahman, Maria
Ramli, Mona Fairuz
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
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
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
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
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
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
publisher Universiti Teknologi Malaysia
publishDate 2019
url http://repo.uum.edu.my/26624/1/VoA%2015%202%202019%2039%2051%201.pdf
http://repo.uum.edu.my/26624/
https://voa.uitm.edu.my/v1/voa-issue/2019-volume-15/issue-2
_version_ 1684655801893912576
score 13.211869

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