Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model
This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second,...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English English |
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Emerald Group Publishing Limited
2022
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| Subjects: | |
| Online Access: | https://eprints.ums.edu.my/id/eprint/38376/1/ABSTRACT.pdf https://eprints.ums.edu.my/id/eprint/38376/2/FULLTEXT.pdf |
| _version_ | 1825715524855660544 |
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| author | Sadia Mehfooz Khan Muhammad Ali Syed Hussein Chin, Hong Puah Hanudin Amin Muhammad Shujaat Mubarak |
| author_facet | Sadia Mehfooz Khan Muhammad Ali Syed Hussein Chin, Hong Puah Hanudin Amin Muhammad Shujaat Mubarak |
| author_sort | Sadia Mehfooz Khan |
| collection | UMS |
| description | This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second, the study explores the relationship between customer satisfaction, trust, loyalty andword ofmouth (WOM) in Islamic banking of Pakistan. Design/methodology/approach – The proposed model was analyzed using PLS-SEM-based approach. The proposed model was analyzed using PLS-SEM-based approach. A total of 312 usable responses were used for data analysis. The results indicate that all CREATOR dimensions have a significant positive impact on Islamic banks’ customer satisfaction. Similarly, this study also found a significant positive relationship between customer satisfaction, trust, loyalty and WOM. Overall, this study modified a well-established service quality framework by successfully implementing the CREATOR model in Islamic banking. This study will provide helpful policy guidelines for Islamic bank managers improve their service quality and strengthen their relationships with existing and new customers. The authors are also sure that their proposed model will add value to the ongoing service quality literature by indicating the role of operational effectiveness in increasing customer satisfaction and promoting positiveWOM. |
| first_indexed | 2024-03-06T03:28:06Z |
| format | Article |
| id | ums.eprints-38376 |
| institution | Universiti Malaysia Sabah |
| language | English English |
| last_indexed | 2024-03-06T03:28:06Z |
| publishDate | 2022 |
| publisher | Emerald Group Publishing Limited |
| record_format | dspace |
| spelling | ums.eprints-383762024-02-27T01:56:37Z https://eprints.ums.edu.my/id/eprint/38376/ Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model Sadia Mehfooz Khan Muhammad Ali Syed Hussein Chin, Hong Puah Hanudin Amin Muhammad Shujaat Mubarak HF5410-5417.5 Marketing. Distribution of products This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second, the study explores the relationship between customer satisfaction, trust, loyalty andword ofmouth (WOM) in Islamic banking of Pakistan. Design/methodology/approach – The proposed model was analyzed using PLS-SEM-based approach. The proposed model was analyzed using PLS-SEM-based approach. A total of 312 usable responses were used for data analysis. The results indicate that all CREATOR dimensions have a significant positive impact on Islamic banks’ customer satisfaction. Similarly, this study also found a significant positive relationship between customer satisfaction, trust, loyalty and WOM. Overall, this study modified a well-established service quality framework by successfully implementing the CREATOR model in Islamic banking. This study will provide helpful policy guidelines for Islamic bank managers improve their service quality and strengthen their relationships with existing and new customers. The authors are also sure that their proposed model will add value to the ongoing service quality literature by indicating the role of operational effectiveness in increasing customer satisfaction and promoting positiveWOM. Emerald Group Publishing Limited 2022-11 Article NonPeerReviewed text en https://eprints.ums.edu.my/id/eprint/38376/1/ABSTRACT.pdf text en https://eprints.ums.edu.my/id/eprint/38376/2/FULLTEXT.pdf Sadia Mehfooz Khan and Muhammad Ali Syed Hussein and Chin, Hong Puah and Hanudin Amin and Muhammad Shujaat Mubarak (2022) Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model. Journal of Islamic Accounting and Business Research, 14. pp. 740-766. ISSN 1759-0817 0.1108/JIABR-01-2022-0017 |
| spellingShingle | HF5410-5417.5 Marketing. Distribution of products Sadia Mehfooz Khan Muhammad Ali Syed Hussein Chin, Hong Puah Hanudin Amin Muhammad Shujaat Mubarak Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model |
| title | Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model |
| title_full | Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model |
| title_fullStr | Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model |
| title_full_unstemmed | Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model |
| title_short | Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model |
| title_sort | islamic bank customer satisfaction trust loyalty and word of mouth the creator model |
| topic | HF5410-5417.5 Marketing. Distribution of products |
| url | https://eprints.ums.edu.my/id/eprint/38376/1/ABSTRACT.pdf https://eprints.ums.edu.my/id/eprint/38376/2/FULLTEXT.pdf |
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