Determinants of Customer Loyalty: The Role of Service Quality, Customer Satisfaction and Bank Image of Islamic Banks in Palestine

Alnaser, Feras Mi; Ghani, Mazuri Abd; Rahi, Samar; Mansour, Majeed Mustafa Othman; Abed, Hussein

doi:10.4172/2162-6359.1000461

Cited by 7 publications

(7 citation statements)

References 16 publications

(16 reference statements)

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“…Quality is all the characteristics of a product and service whose ability to depend on satisfaction, and needs, which are implied or stated (KotlerKeller2008). Service quality focuses on efforts to meet needs and desires and is precise in its delivery to meet customer expectations (Tjiptono2008) [5]. Quality of service and service contributes fully to creating each company's differentiation, positioning, and competitive strategy (Tjiptono2011).…”

Section: Literature Reviewmentioning

confidence: 99%

Effect of Service Quality and Religiosity on Customer Satisfaction and Impact on Customer Loyalty of Bank Syariah Indonesia

Ma’ruf,

Sulistiani,

Rosyadi

2023

Advances in Social Science, Education and Humanities Research

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Customer trust in the Islamic banking system in Indonesia is increasing. As a facilitator, Bank Syariah Indonesia has a significant role in increasing the Islamic banking market in Indonesia. This research aims to analyze the impact of service quality and religiosity on satisfaction and customer loyalty directly or indirectly. This quantitative numerical research uses a random sampling method with 59 respondents from BSI customers. The data analysis used in this research applies path analysis and the Sobel test for the analysis process. The fruit of this research strongly indicates that the service standard considerably influences the satisfaction and loyalty of BSI bank customers.Regarding religiosity, it was found that the factor was insignificant to the loyalty and satisfaction of BSI customers. In addition, this study also found that service standards have a considerable influence on BSI customer satisfaction. This research is expected to be able to close the gap in Islamic banking and also be able to become a reference for scientific research in the field of Islamic finance. This research will provide some results and recommendations for developing Islamic banking.

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Section: Literature Reviewmentioning

confidence: 99%

Effect of Service Quality and Religiosity on Customer Satisfaction and Impact on Customer Loyalty of Bank Syariah Indonesia

Ma’ruf,

Sulistiani,

Rosyadi

2023

Advances in Social Science, Education and Humanities Research

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“…The satisfaction of customers leads to an increase in bank trust and creates a favorable environment for the company in the market. Based on service quality provided by the bank, the customers will form a perception about the bank that will evolve customer loyalty toward the bank (Alnaser et al, 2017). Service quality is an important dimension of reputation that helps in gaining the trust of customers (Fombrun, 1996), and it can have a halo effect on other dimensions.…”

Section: Service Qualitymentioning

confidence: 99%

“…Good service quality brings customer’s satisfaction, which leads to significant positive customer loyalty (Amin, 2016). Service quality offered by the bank has a constructive influence on customer loyalty (Alnaser et al. , 2017).…”

Section: Conceptual Developmentmentioning

confidence: 99%

The effect of bank reputation on loyalty – the moderating role of bank type

Sharma¹,

Joshi

2022

SAJBS

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PurposeThis paper aims to investigate the role of bank reputation (via its proposed dimensions) in influencing bank trust and its subsequent effect on the loyalty of the customer. The study has also explored the moderating role of bank type (public vs private bank) in the relationship between the dimensions of bank reputation and bank trust.Design/methodology/approachA total of 651 questionnaires were distributed to the customers of public and private bank, whereas only 375 usable responses were obtained. Questionnaires were given to the respondents through the visit of few interviewers to several private and public banks in Delhi and NCR region during December 2019 to February 2020. A screening question was included in the beginning of the questionnaire (i.e. Do you trust your bank?). Non-random sampling technique was used for data collection, and the research design was cross-sectional. The proposed framework was tested with the help of structural equation modeling.FindingsThe findings of the study show that all the proposed dimensions (i.e. service quality, stability, customer centricism and corporate performance) of corporate reputation/bank reputation significantly affect bank trust. Also, the effect of bank trust on loyalty was found significant. Bank type emerged as a significant moderator between the dimensions of bank reputation and bank trust. It shows that the effect of service quality, stability, customer centricism and corporate performance on bank trust significantly differs in public vs private banks. Customer centricism is perceived to be high in private banks, whereas all the other three dimensions are obtained to be higher in public sector banks according to the findings of the study.Practical implicationsThe presented framework in the study has covered all the significant antecedents of bank trust and its subsequent effect on loyalty. The findings of the paper are useful to several stakeholders, including bank managers, regulators, investors and depositors. The study shows that bank reputation affects trust and loyalty in the long run. This relationship can be used by bank managers for gaining the trust of customers and building loyalty. It also helps in making strategies by banks for targeting customers. Stability is a very crucial factor for a developing economy. The bank regulators can use these results for ensuring the soundness of the banking system and for providing a stable environment for customers. Bank depositors and investors can also use the findings of the study for analyzing the factors that affect their bank selection decision.Originality/valueThe present research shows that bank type moderates the relationship of the dimensions of bank reputation and bank trust in an emerging economy in Asia.

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“…Service quality is see the extent to which a service meets customer expectations. It usually determines the impression will have of a product or service (Abd Ghani et al, 2017). Providing good service quality will give the impression that is embedded in the customer's mind for the company.…”

Section: Service Qualitymentioning

confidence: 99%

The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty

Dwilianingsih

Indradewa²

2022

Quant. Econ. Manag. Stud.

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Customer loyalty is so important for a company to retain customers. Customer loyalty is worth to reduce competition between competitors. Customer loyalty can be influenced by relationship marketing, service quality, and customer satisfaction. So this study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The population of this study focuses on Indonesian Islamic Bank (BSI) customers, using purposive sampling. The sample is Indonesian Sharia Bank (BSI) customers in the Tangerang area as many as 230. This type of research is quantitative, with data collection by distributing questionnaires. The analytical method used is the Structural Equation Model (SEM-PLS) with the SMART PLS software program. This study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The results of the study conclude that relationship marketing and service quality have a positive effect on customer satisfaction and customer loyalty. Customer satisfaction as a mediating variable has a positive effect on customer loyalty. The implication of this research is the company order to increases customer loyalty by making customers feel satisfied through relationship marketing and the quality of services provided

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Determinants of Customer Loyalty: The Role of Service Quality, Customer Satisfaction and Bank Image of Islamic Banks in Palestine

Cited by 7 publications

References 16 publications

Effect of Service Quality and Religiosity on Customer Satisfaction and Impact on Customer Loyalty of Bank Syariah Indonesia

Effect of Service Quality and Religiosity on Customer Satisfaction and Impact on Customer Loyalty of Bank Syariah Indonesia

The effect of bank reputation on loyalty – the moderating role of bank type

The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty

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