The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing

Islamic values have always been practised as a way of life by the believers. Today's consumers and society are highly knowledgeable and technology-savvy but based on the literature, practising Islamic values in online purchasing environment is rather scanty. The motivation behind this study is...

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Main Author:	Kasim, Malik
Format:	Thesis
Language:	eng eng eng
Published:	2020
Subjects:	BP174 The practice of Islam HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/9370/1/s900716_01.pdf https://etd.uum.edu.my/9370/2/s900716_02.pdf https://etd.uum.edu.my/9370/3/s900716_references.docx
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id	my-uum-etd.9370
record_format	uketd_dc
spelling	my-uum-etd.93702023-01-11T05:18:22Z The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing 2020 Kasim, Malik Md. Hussain, Muhammad Nasri Md. Said, Nor Pujawati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business BP174 The practice of Islam HF5415.33 Consumer Behavior. Islamic values have always been practised as a way of life by the believers. Today's consumers and society are highly knowledgeable and technology-savvy but based on the literature, practising Islamic values in online purchasing environment is rather scanty. The motivation behind this study is driven by the lack of studies on Islamic practices in online purchases situation that could lead to customer loyalty. Thus, the aim of this study is to investigate the moderating effect of Islamic practices on the relationship of electronic service quality, customers‘ satisfaction and online security to customer loyalty among post-graduates‘ students in the region of Kuala Lumpur. The post-graduates are seen as being more stable financially and are mature in their purchases. The primary data were collected using a questionnaire distributed to the respondents. The data were analyzed using PLS-SEM 3.0. The correlation statistics showed that electronic service quality, customer satisfaction and online security are significant and positively related to customer loyalty. The R‘ = 0.599 suggests that 59.9 percent of the variance in customer loyalty can be explained by electronic service quality, customers‗ satisfaction and online security variables. Customers‘ satisfaction is the most influential variable, followed by electronic service quality. As a moderation variable, Islamic practices have a moderate effect on the relationship between electronic service quality and customer loyalty, and secondly on the relationship between customer satisfaction and customer loyalty. Islamic practices have a weak effect on the relationship between online security and customer loyalty. It could be concluded that companies must adhere to fair and honest trade practices, and shared values to result in beliefs that are rooted in Islamic practices which will ultimately satisfy customers‘ expectations and may lead to a greater loyalty. 2020 Thesis https://etd.uum.edu.my/9370/ https://etd.uum.edu.my/9370/1/s900716_01.pdf text eng public https://etd.uum.edu.my/9370/2/s900716_02.pdf text eng public https://etd.uum.edu.my/9370/3/s900716_references.docx text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Md. Hussain, Muhammad Nasri Md. Said, Nor Pujawati
topic	BP174 The practice of Islam HF5415.33 Consumer Behavior.
spellingShingle	BP174 The practice of Islam HF5415.33 Consumer Behavior. Kasim, Malik The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing
description	Islamic values have always been practised as a way of life by the believers. Today's consumers and society are highly knowledgeable and technology-savvy but based on the literature, practising Islamic values in online purchasing environment is rather scanty. The motivation behind this study is driven by the lack of studies on Islamic practices in online purchases situation that could lead to customer loyalty. Thus, the aim of this study is to investigate the moderating effect of Islamic practices on the relationship of electronic service quality, customers‘ satisfaction and online security to customer loyalty among post-graduates‘ students in the region of Kuala Lumpur. The post-graduates are seen as being more stable financially and are mature in their purchases. The primary data were collected using a questionnaire distributed to the respondents. The data were analyzed using PLS-SEM 3.0. The correlation statistics showed that electronic service quality, customer satisfaction and online security are significant and positively related to customer loyalty. The R‘ = 0.599 suggests that 59.9 percent of the variance in customer loyalty can be explained by electronic service quality, customers‗ satisfaction and online security variables. Customers‘ satisfaction is the most influential variable, followed by electronic service quality. As a moderation variable, Islamic practices have a moderate effect on the relationship between electronic service quality and customer loyalty, and secondly on the relationship between customer satisfaction and customer loyalty. Islamic practices have a weak effect on the relationship between online security and customer loyalty. It could be concluded that companies must adhere to fair and honest trade practices, and shared values to result in beliefs that are rooted in Islamic practices which will ultimately satisfy customers‘ expectations and may lead to a greater loyalty.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Kasim, Malik
author_facet	Kasim, Malik
author_sort	Kasim, Malik
title	The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing
title_short	The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing
title_full	The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing
title_fullStr	The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing
title_full_unstemmed	The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing
title_sort	moderating effect of islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2020
url	https://etd.uum.edu.my/9370/1/s900716_01.pdf https://etd.uum.edu.my/9370/2/s900716_02.pdf https://etd.uum.edu.my/9370/3/s900716_references.docx
_version_	1776103728525344768

The moderating effect of Islamic practices on the relationship between satisfaction and customers‘ loyalty in online purchasing

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