The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks |
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| Authors: | Muslim Amin Zaidi Isa Rodrigue Fontaine |
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| Institution: | 1. Centre for Modelling and Data Analysis (DELTA), Faculty of Science and Technology , Universiti Kebangsaan Malaysia, UKM , Bangi, 43600, Malaysia tengkumuslim@yahoo.com;3. Centre for Modelling and Data Analysis (DELTA), Faculty of Science and Technology , Universiti Kebangsaan Malaysia, UKM , Bangi, 43600, Malaysia;4. Faculty of Economics and Management , International Islamic University Malaysia , P.O. Box 10, 50728, Kuala Lumpur |
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| Abstract: | This study examines the role of customer satisfaction in enhancing the loyalty of Muslim and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are the customers (Muslim and non-Muslim customers) visiting the bank counters and have an account with Islamic banks. A total of 660 questionnaires were distributed, and 440 were returned. The results indicate that customer satisfaction has a statistically significant positive effect on customer loyalty and intentions to switch for Muslim and non-Muslim customers. However, there were significant differences in the effects of customer satisfaction on customer loyalty and intention to switch for Muslim and non-Muslim customers. The effect of customer satisfaction on customer loyalty and intention to switch is greater for the non-Muslim than the Muslim customers. |
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| Keywords: | customer satisfaction customer loyalty intention to switch Islam banks Malaysia |
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