Selection Decision and Loyalty Among Islamic Bank Customers.

The research studies on customer loyalty and bank selection decision particularly among Islamic bank customers. This study involved customers using the Islamic banking services at Bank Islam Malaysia Berhad (BIMB), Bank Muamalat Malaysia Berhad and Bank Kerjasama Rakyat Berhad in Alor Setar, Kedah....

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Main Author:	Bidayatul Akmal, Mustafa Kamil
Format:	Thesis
Language:	eng
Published:	2006
Subjects:	HF5601-5689 Accounting
Online Access:	https://etd.uum.edu.my/72/1/bidayatul_akmal.pdf
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id	my-uum-etd.72
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng
topic	HF5601-5689 Accounting
spellingShingle	HF5601-5689 Accounting Bidayatul Akmal, Mustafa Kamil Selection Decision and Loyalty Among Islamic Bank Customers.
description	The research studies on customer loyalty and bank selection decision particularly among Islamic bank customers. This study involved customers using the Islamic banking services at Bank Islam Malaysia Berhad (BIMB), Bank Muamalat Malaysia Berhad and Bank Kerjasama Rakyat Berhad in Alor Setar, Kedah. The research techniques in this study relied on distribution of 240 self administered questionnaires. Customer loyalty in this study expresses an intended behavior related to the service of Islamic banking and it was measured using the scale by Caruana (2002), while the instruments of bank selection decision was adapted from Zineldin (1996). The finding using Pearson correlation showed that there were signiticant relationship between selection decision and loyalty among Islamic bank customers. The five dimensions of bank selection decision emphasize service quality, delivery system, credit availability and price competition, promotion and reputation, differentiation and word of mouth also had the correlation with loyalty and significantly explained the variance of loyalty. Multiple regression andysis indicated that only 19.5 percent of the customer loyalty variance can be explained by those factors that be counted in this study. The results could he concluded that if respondents decide to select Islamic bank, the probability they might loyal to the bank is high. In terms of the analysis on demographic characteristics, the differences in almost findings between demographic factors and bank selection decision or customer loyalty were not significant. The characteristics of respondents would not effect them to select and be loyal to Islamic bank. In order to bind a customer and to have customer to repatronage, values must be created and maintained as well as to provide a loyalty program to customers. When a customer has created a value with the bank, it is difficult for the rivals to snatch that customer away.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Bidayatul Akmal, Mustafa Kamil
author_facet	Bidayatul Akmal, Mustafa Kamil
author_sort	Bidayatul Akmal, Mustafa Kamil
title	Selection Decision and Loyalty Among Islamic Bank Customers.
title_short	Selection Decision and Loyalty Among Islamic Bank Customers.
title_full	Selection Decision and Loyalty Among Islamic Bank Customers.
title_fullStr	Selection Decision and Loyalty Among Islamic Bank Customers.
title_full_unstemmed	Selection Decision and Loyalty Among Islamic Bank Customers.
title_sort	selection decision and loyalty among islamic bank customers.
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2006
url	https://etd.uum.edu.my/72/1/bidayatul_akmal.pdf
_version_	1747826836525547520
spelling	my-uum-etd.722013-07-24T12:05:29Z Selection Decision and Loyalty Among Islamic Bank Customers. 2006-05 Bidayatul Akmal, Mustafa Kamil College of Business (COB) Faculty of Business Management HF5601-5689 Accounting The research studies on customer loyalty and bank selection decision particularly among Islamic bank customers. This study involved customers using the Islamic banking services at Bank Islam Malaysia Berhad (BIMB), Bank Muamalat Malaysia Berhad and Bank Kerjasama Rakyat Berhad in Alor Setar, Kedah. The research techniques in this study relied on distribution of 240 self administered questionnaires. Customer loyalty in this study expresses an intended behavior related to the service of Islamic banking and it was measured using the scale by Caruana (2002), while the instruments of bank selection decision was adapted from Zineldin (1996). The finding using Pearson correlation showed that there were signiticant relationship between selection decision and loyalty among Islamic bank customers. The five dimensions of bank selection decision emphasize service quality, delivery system, credit availability and price competition, promotion and reputation, differentiation and word of mouth also had the correlation with loyalty and significantly explained the variance of loyalty. Multiple regression andysis indicated that only 19.5 percent of the customer loyalty variance can be explained by those factors that be counted in this study. The results could he concluded that if respondents decide to select Islamic bank, the probability they might loyal to the bank is high. In terms of the analysis on demographic characteristics, the differences in almost findings between demographic factors and bank selection decision or customer loyalty were not significant. The characteristics of respondents would not effect them to select and be loyal to Islamic bank. In order to bind a customer and to have customer to repatronage, values must be created and maintained as well as to provide a loyalty program to customers. When a customer has created a value with the bank, it is difficult for the rivals to snatch that customer away. 2006-05 Thesis https://etd.uum.edu.my/72/ https://etd.uum.edu.my/72/1/bidayatul_akmal.pdf application/pdf eng validuser masters masters Universiti Utara Malaysia Aaker, D.A. (1991). Managing Brand Equity. The Free Press, New York. Abu Bakar, J. (2003). Determining Factors of Malaysian Customers Patronage of Foreign Bank. Published Masters dissertation, Universiti Utara Malaysia. Ahluwalia, R., Unnava, H.R. and Brunkrant, R.E. (1999). Towards Understanding the Value of a Loyal Customer: An Information-Processing Perspective. Marketing Science Institure Report NO 99-116, Cambridge, MA. Ajzen, 1. (1985). 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