Measuring Customers Loyalty of Islamic Banking in Bahawalpur Region

M. Taimoor Hassan · Bilal Ahmed · Saleem Ahmed · Umair Habib · Saim Riaz · Nadeem Maqbool +1 more

23 citations0/0 files storedInternational Journal of Learning and Development

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Islamic Finance and Banking Studies Customer Service Quality and Loyalty Halal products and consumer behavior

Abstract

Purpose: The basic purpose of measuring the customer’s loyalty in Islamic banking in Bahawalpur region is their long term commitment.Design/methodology/approach: This research has been conducted utilizing the actual data with the help of a questionnaire based on the literature extensively written on Islamic banking services, to develop a viable model to explore the attributes which lead towards the customer loyalty in utilizing the financial services of Islamic banks in Bahawalpur region. A new dimension is added by conducting research on customer’s loyalty in Islamic banking in Bahawalpur region, taking sample of 125 respondents from 20 banks operating in Islamic banking services of this region.Findings: Factors abstracted from the customers loyalty are, customers satisfaction, switching cost, customers perception, success philosophy and trust and commitment. It is found that these factors significantly affect the customer’s loyalty in Islamic banking and are greatly associated with the customer’s loyalty.Research limitations/ implication: Only available material is studied in spite of all the material and research is implicated in Bahawalpur region only. The sample size is small to only 125 respondents but the results are implicated on overall customer’s loyalty in Islamic banking.Practical implications: Pakistani banks are needed to take initiative in creating awareness about Islamic banking and providing more effective services.Originality/ value: This is one of the very first researches on customers loyalty in Islamic banking conducted in Bahawalpur region and could be very useful for countries adopting Islamic banking.Key words: Customers loyalty, Islamic banking.

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References

1994The Commitment-Trust Theory of Relationship Marketing 2004Service quality dimensions: an examination of Grönroos’s service quality model 2015International Business Research 2005The influence of corporate image on consumer trust 2010SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION 2010Factors Affecting Customer Loyalty of Using Internet Banking in Malaysia 2011Service quality and customer satisfaction in the banking sector 2011Brand preference in Islamic banking

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2017The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry

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