The link between corporate social responsibility and customer loyalty: Empirical evidence from the Islamic banking industry

Muflih, Muhammad

doi:10.1016/j.jretconser.2021.102558

Cited by 61 publications

(91 citation statements)

References 49 publications

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“…In a study conducted by Ali et al (2012), also found a significant relationship between customer experience and customer loyalty. The results of research conducted by Muflih (2021), also show that customer experience has a relationship with customer loyalty, as well as the results obtained from Ika & Noor's (2013), research.…”

Section: Spiritual Experience On Customer Loyaltysupporting

confidence: 64%

effect of corporate branding, islamic corporate social responsibility (ICSR), ethics programs, on customer loyalty through corporate reputation and spiritual experience

Lesmana

Ujianto

Halik

2022

irjmis

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This study was structured as an attempt to test several concepts regarding the variables that affect customer loyalty. Significant support was obtained in testing hypothesis 1 up to 10 which strengthen the concept of corporate brand, Islamic corporate social responsibility, corporate reputation, spiritual experience and customer loyalty. The sample is taken as many as 144 respondents using purposive sampling. Data was collected using a survey method through questionnaires filled out by customers. Then the data obtained were analyzed using sem amos version 26. Hypothesis testing in this study resulted in the company's brand having no significant effect on corporate reputation. Icsr has no significant effect on the company's reputation. Ethics program affects corporate reputation. Corporate branding significantly negative effect on spiritual experience. ICSR has no significant effect on spiritual experience. The company's brand has a negative and significant effect on customer loyalty. Icsr affects customer loyalty. Ethics program affects customer loyalty. Corporate reputation has a significant effect on customer loyalty. Keywords: Corporate Branding, ICSR, Ethics Program, Corporate Reputation, Spiritual Experience, Customer Loyalty

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Section: Spiritual Experience On Customer Loyaltysupporting

confidence: 64%

effect of corporate branding, islamic corporate social responsibility (ICSR), ethics programs, on customer loyalty through corporate reputation and spiritual experience

Lesmana

Ujianto

Halik

2022

irjmis

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“…According to Mansour et al [11], there is a strong connection between customer perception of bank reputation and bank success. Customer attitude to consider the bank's reputation is part of the service quality, and customers place equal emphasis on bank reputation and low service charges when selecting a bank [45,46]. Many studies have identified reputation as one of the important aspects to contemplate when choosing a bank [47][48][49].…”

Section: Reputationmentioning

confidence: 99%

“…Several studies have focused particularly on the Islamic banks and customer attitudes and behavioural intentions to engage in Islamic banking services [49]. Customers believe that Islamic financial literacy, ethical organisation, bank reputation, and religious values are the most crucial elements that influence the mindset of customers to receive services of Islamic banks [45,46]. A few studies have attempted to comprehend the relationship between the religiousness of customers and their attitudes towards the behavioural intention to use Islamic banking services.…”

Section: Attitudesmentioning

confidence: 99%

“…Georgiadou and Nickerson [54] examined customer perception of Islamic banks in the United Arab Emirates and indicated that a higher perception of customer attitudes about ethical confidence and trust in the organisation can increase a customer's behavioural intention to use Islamic banking services. Similarly, Muflih [45] indicated that the reputation of an organisation can motivate a customer's behavioural intention to use Islamic banking services.…”

Section: Mediating Effect Of Attitudementioning

confidence: 99%

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What Factors Influence Customer Attitudes and Mindsets towards the Use of Services and Products of Islamic Banks in Bangladesh?

et al. 2022

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This empirical paper aims at measuring customer attitudes concerning Islamic banking services and how they influence their behavioural intentions to utilise them. Islamic banking has been a fast-growing sector, offering products and services according to Sharia law. Despite being the preferred choice of banking, there is a high percentage of Muslim customers who have shifted from conventional to Islamic banking. Hence, this study aims to examine factors that influence them towards the use of Islamic banking. This is cross-sectional research, where data were collected using questionnaires. A total of 490 questionnaires were received back from adult individuals who were clients of Islamic banks. The data were analyzed using the partial least squares (PLS) method. The findings indicate that ethical organisation, Islamic values, and reputation significantly impact attitudes, whereas financial literacy has no significant impact on them. Attitude is strongly related to the behavioural intention to engage in Islamic banking services. The results also reveal that attitudes mediate the effect of Islamic values, ethical organisation, and reputation on the behavioural intention to engage in Islamic banking services, but Islamic financial literacy is not associated with customers’ behavioural mindset to enjoy such services. This study provides an example of initial empirical evidence from a Muslim majority country like Bangladesh on the relationship between Islamic values, ethical organization, Islamic financial literacy, and reputation and attitudes, which in turn lead to customers’ behavioural intentions to engage in services and products of Islamic banks.

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“…Customer satisfaction is an attitude after the final process of a purchase that is formed psychologically based on a comparison between what is expected and the reality obtained (Moriuchi & Takahashi, 2016) . Customers will choose a bank that can provide satisfaction, both in service activities and in the product features offered (Muflih, 2021;Reydet & Carsana, 2017) .…”

Section: Introductionmentioning

confidence: 99%

Analysis of Customer Satisfaction and Loyalty Using BRImo

Sofyan

Natision

Minh

et al. 2022

ijjm

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This research aims to analyze the customer satisfaction of BRImo app users. Descriptive qualitative research design describes systematically and accurately the facts and characteristics of customer satisfaction and loyalty of BRImo app users. The results showed that dominant customers were also satisfied and were most likely to tell positive things about the BRImo application. Bank BRI needs to evaluate customers who feel dissatisfied and disloyal.

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The link between corporate social responsibility and customer loyalty: Empirical evidence from the Islamic banking industry

Cited by 61 publications

References 49 publications

effect of corporate branding, islamic corporate social responsibility (ICSR), ethics programs, on customer loyalty through corporate reputation and spiritual experience

effect of corporate branding, islamic corporate social responsibility (ICSR), ethics programs, on customer loyalty through corporate reputation and spiritual experience

What Factors Influence Customer Attitudes and Mindsets towards the Use of Services and Products of Islamic Banks in Bangladesh?

Analysis of Customer Satisfaction and Loyalty Using BRImo

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