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

Journal Article

Amin, Muslim . 2011

• Publication Work Type: Research Paper
• Publication Online URL: http://www.tandfonline.com/loi/fsij20
• Issue Number: 9
• Volume Number: 31
• Pages: 1519-1532

Publication 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.
Keywords: customer satisfaction; customer loyalty; intention to switch; Islam, banks;
Malaysia