Trust and loyalty among Islamic and conventional bank customers in Malaysia
The purpose of this study is to explore the dimensions of service quality and test an integrative model to study the influence of service quality, image, and trust on customer loyalty in the Malaysian banking sector. In this study, the service quality model is enhanced to improve the bank’s image. S...
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| Format: | Article |
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Universiti Putra Malaysia
2019
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| _version_ | 1796961885818454016 |
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| author | Lee, Siew Peng Moghavvemi, Sedigheh Lee, Su Teng |
| author_facet | Lee, Siew Peng Moghavvemi, Sedigheh Lee, Su Teng |
| author_sort | Lee, Siew Peng |
| collection | UM |
| description | The purpose of this study is to explore the dimensions of service quality and test an integrative model to study the influence of service quality, image, and trust on customer loyalty in the Malaysian banking sector. In this study, the service quality model is enhanced to improve the bank’s image. Structural Equation Modelling (SEM) was used to test the proposed research model. The proposed model indicates that delivering high-quality service can result in achieving the well-known image; the result also shows a positive relationship between image and trust, and trust and customer loyalty in both Islamic and conventional banks. Therefore, based on the findings, service quality, bank image and trust are considered to be antecedents of customer loyalty. Bank image is indirectly related to customer loyalty through trust. © Universiti Putra Malaysia Press |
| first_indexed | 2024-03-06T06:00:48Z |
| format | Article |
| id | um.eprints-23760 |
| institution | Universiti Malaya |
| last_indexed | 2024-03-06T06:00:48Z |
| publishDate | 2019 |
| publisher | Universiti Putra Malaysia |
| record_format | dspace |
| spelling | um.eprints-237602020-02-12T03:19:18Z http://eprints.um.edu.my/23760/ Trust and loyalty among Islamic and conventional bank customers in Malaysia Lee, Siew Peng Moghavvemi, Sedigheh Lee, Su Teng BP Islam. Bahaism. Theosophy, etc Banking The purpose of this study is to explore the dimensions of service quality and test an integrative model to study the influence of service quality, image, and trust on customer loyalty in the Malaysian banking sector. In this study, the service quality model is enhanced to improve the bank’s image. Structural Equation Modelling (SEM) was used to test the proposed research model. The proposed model indicates that delivering high-quality service can result in achieving the well-known image; the result also shows a positive relationship between image and trust, and trust and customer loyalty in both Islamic and conventional banks. Therefore, based on the findings, service quality, bank image and trust are considered to be antecedents of customer loyalty. Bank image is indirectly related to customer loyalty through trust. © Universiti Putra Malaysia Press Universiti Putra Malaysia 2019 Article PeerReviewed Lee, Siew Peng and Moghavvemi, Sedigheh and Lee, Su Teng (2019) Trust and loyalty among Islamic and conventional bank customers in Malaysia. Pertanika Journal of Social Sciences and Humanities, 27 (2). pp. 1275-1295. ISSN 0128-7702, http://www.pertanika.upm.edu.my/Pertanika%20PAPERS/JSSH%20Vol.%2027%20(2)%20Jun.%202019/36%20SSH-1822-2016.pdf |
| spellingShingle | BP Islam. Bahaism. Theosophy, etc Banking Lee, Siew Peng Moghavvemi, Sedigheh Lee, Su Teng Trust and loyalty among Islamic and conventional bank customers in Malaysia |
| title | Trust and loyalty among Islamic and conventional bank customers in Malaysia |
| title_full | Trust and loyalty among Islamic and conventional bank customers in Malaysia |
| title_fullStr | Trust and loyalty among Islamic and conventional bank customers in Malaysia |
| title_full_unstemmed | Trust and loyalty among Islamic and conventional bank customers in Malaysia |
| title_short | Trust and loyalty among Islamic and conventional bank customers in Malaysia |
| title_sort | trust and loyalty among islamic and conventional bank customers in malaysia |
| topic | BP Islam. Bahaism. Theosophy, etc Banking |
| work_keys_str_mv | AT leesiewpeng trustandloyaltyamongislamicandconventionalbankcustomersinmalaysia AT moghavvemisedigheh trustandloyaltyamongislamicandconventionalbankcustomersinmalaysia AT leesuteng trustandloyaltyamongislamicandconventionalbankcustomersinmalaysia |