Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships

Mirza Tabrani · Muslim Amin · Ahmad Nizam

257 citations0/0 files storedInternational Journal of Bank Marketing

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

Abstract

Purpose The purpose of this paper is to investigate the role of trust in enhancing customer loyalty, and to test the mediation role of commitment and customer intimacy in the relationship between trust and customer loyalty. Design/methodology/approach A total of 500 questionnaires were distributed and 200 were returned (40 percent response rate), and a structural equation modeling technique was used to test the hypotheses. Findings The results of this study show that trust has a significant relationship with commitment and customer intimacy but no significant relationship was found with customer loyalty. Commitment and customer intimacy have a significant relationship with customer loyalty. The mediation analysis reveals that commitment and customer intimacy play a mediation role in the relationship between trust and customer loyalty. Practical implications This study indicates that commitment and customer intimacy affect customer loyalty. The role of commitment and customer intimacy as a mediator between trust and customer loyalty indicates that customers are committed to continuing and maintaining the relationships with Islamic banks. Originality/value This study provides empirical evidence on interrelationships between trust, commitment, customer intimacy and customer loyalty in banking relationships.

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References

2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1988Structural equation modeling in practice: A review and recommended two-step approach.1994The Commitment-Trust Theory of Relationship Marketing 1986Self-Reports in Organizational Research: Problems and Prospects 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity 1977Estimating Nonresponse Bias in Mail Surveys 1996The Behavioral Consequences of Service Quality 1990The measurement and antecedents of affective, continuance and normative commitment to the organization

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