The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks

• Main Authors: Amin, Muslim, Isa, Zaidi, Fontaine, Rodrigue Ancelot Harvey
• Format: Article
• Language: English
• Published: Routledge, Taylor and Francis Group 2010
• Subjects: HG1501 Banking
• Online Access: http://irep.iium.edu.my/3063/1/Amin_et_al.%2C_2010.pdf; http://irep.iium.edu.my/3063/; http://www.tandfonline.com/doi/abs/10.1080/02642060903576076

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.