The role of customer online brand experience in customers' intention to forward online company-generated content: The case of the Islamic online banking sector in Palestine

Yasin, Mahmoud M.; Liébana‐Cabanillas, Francisco; Porcu, Lucía; Kayed, Rasem N.

doi:10.1016/j.jretconser.2019.101902

Cited by 54 publications

(44 citation statements)

References 62 publications

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“…This study found that religiosity strengthened the relationship between perceived value and trust. To the best of our knowledge, the relationship had still been overlooked in previous studies (Minton, 2019;Yasin et al, 2020). The third contribution is that this study also found that religiosity was a significant moderating variable in the relationship between customer satisfaction and trust which had been neglected in previous studies (Kingshott et al, 2018).…”

Section: Introductionmentioning

confidence: 61%

“…There are some theoretical contributions of this study. The first one is that this study has developed a more comprehensive model regarding the relationships among religiosity, perceived value, customer satisfaction and trust which previously had been overlooked (Fungáčová et al, 2019;Yasin, Liébana-Cabanillas, Porcu, & Kayed, 2020). For instance, Fungáčová et al (2019) examined the relationship between trust and religious value and Kingshott et al (2018) investigated the relationship between satisfaction and trust; however, a more comprehensive model of trust antecedents was neglected.…”

Section: Introductionmentioning

confidence: 99%

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Islamic bank trust: the roles of religiosity, perceived value and satisfaction

Abror

Patrisia

Engriani

et al. 2021

APJML

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PurposeThis study aims to examine the relationship between trust and its antecedents, i.e. customer satisfaction, perceived value and religiosity. The moderating roles of religiosity on the relationships between perceived value, satisfaction and trust also have been investigated in this study.Design/methodology/approachThis research has carried out in West Sumatra Indonesia. The respondents of this study are Islamic bank customers from five areas in West Sumatra Indonesia. Data have been collected through Survey method. After some preliminary analyses, we employed 390 useable responses in the analysis. Covariance Based Structural Equation Modeling (CB-SEM) was employed to analyze the data.FindingsThis study found that religiosity has significant impacts on perceived value, customer satisfaction and trust. Perceived value and customer satisfaction are also significant antecedents of trust. Moreover, it found the significant moderating impact of religiosity on the link between perceived value and trust, and also on the link between customer satisfaction and trust.Research limitations/implicationsThis cross-sectional study has been conducted in a single country. Accordingly, this study may have a limitation in result generalization. Moreover, this study only focused on three antecedents of trust, including religiosity, satisfaction and perceived value. Therefore, for future research, we suggest conducting a longitudinal study in some Muslim countries such as Malaysia, Brunei Darussalam and Middle East countries. We also suggest employing other antecedents of customer trust, such as customer engagement and customer sociocultural.Practical implicationsBased on the research findings, the managers of Islamic banks will have input on how to improve their customers' trust by giving more attention to customer religiosity, perceived value and satisfaction. They can develop programs to increase customer perceived value and satisfaction such as a reward program to increase customer trust.Originality/valueA more comprehensive model of the relationship between religiosity, perceived value, satisfaction and trust has been addressed in this study. This study also highlighted the significant moderating role of religiosity on the link between perceived value, satisfaction and trust which are neglected previously have also been highlighted in this study.

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Section: Introductionmentioning

confidence: 61%

Section: Introductionmentioning

confidence: 99%

Islamic bank trust: the roles of religiosity, perceived value and satisfaction

Abror

Patrisia

Engriani

et al. 2021

APJML

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“…BI has a positive and significant relationship with CE for both private and state-owned Islamic banks (H13). Moliner et al (2018) and Yasin et al (2020) recommend that to integrate its brand with customer self-concept an Islamic bank should manage its brand with great care and focus on every aspect of its services.…”

Section: Discussionmentioning

confidence: 99%

Customer loyalty to Islamic banks: Evidence from Indonesia

Fianto

Gan

Widiastuti

et al. 2020

Cogent Business & Management

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“…Online banking presents numerous challenges to formulate unique sales and marketing strategies due to the standardization of modern technology used to manage online transactions (Yasin et al, 2020). Research is needed to investigate parameters that should be designed by bank management to effectively conduct business with online consumers and create a sustainable strategy to build loyalty and retention in the long term (Rajaobelina et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

Online banking and privacy: redesigning sales strategy through social exchange

Liyanaarachchi

Deshpande

Weaven

2021

IJBM

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PurposeThis paper advocates for banks to understand customers' online privacy concerns, use those insights to segment consumers and design tailored sales strategies to build a mutual relationship through a social exchange that produces a competitive advantage.Design/methodology/approachA qualitative study involving 30 in-depth interviews with Australian and Asian millennials residing in Australia was conducted using a grounded theory approach to explore privacy concerns of online banking and determine the efficacy of their banks' existing sales strategy and practice.FindingsThe study revealed differences in customer perceptions of trust, confidence, responsibility and exchange. Adopting a power-dependency paradigm within a social exchange theoretical framework and power distance belief of national culture theory, the authors identified four consumer segments: exemplar, empiric, elevator and exponent. The authors propose a tailored consumer-centered sales strategy of communication, control, consolidation and collaboration.Originality/valueThe paper contributes to the research in services marketing, sales strategy and banking in three ways: first, the authors demonstrate the importance of the social exchange theory and national culture as a premise to develop a competitive advantage; second, the authors propose an innovative set of consumer segments in regards to online privacy concerns; and, third, the authors introduce four sales strategies tailored to each of the four segments.

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The role of customer online brand experience in customers' intention to forward online company-generated content: The case of the Islamic online banking sector in Palestine

Cited by 54 publications

References 62 publications

Islamic bank trust: the roles of religiosity, perceived value and satisfaction

Islamic bank trust: the roles of religiosity, perceived value and satisfaction

Customer loyalty to Islamic banks: Evidence from Indonesia

Online banking and privacy: redesigning sales strategy through social exchange

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