Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia

According to Central Bank of Somaliland report, the number of Islamic commercial bank offices reduced from 203 offices in 2018 to 182 offices in 2019. This phenomenon is due to lack of customer’s confident towards services provided by Islamic banks. Therefore, the purpose of this study is to determi...

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Main Author:	Hussein, Abdikarem Jamal
Format:	Thesis
Language:	eng eng
Published:	2021
Subjects:	HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management
Online Access:	https://etd.uum.edu.my/9997/1/s826978_01.pdf https://etd.uum.edu.my/9997/2/s826978_02.pdf
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id	my-uum-etd.9997
record_format	uketd_dc
spelling	my-uum-etd.99972022-10-27T01:06:39Z Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia 2021 Hussein, Abdikarem Jamal Bahaman, Muhamad Abrar Islamic Business School Islamic Business School HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management According to Central Bank of Somaliland report, the number of Islamic commercial bank offices reduced from 203 offices in 2018 to 182 offices in 2019. This phenomenon is due to lack of customer’s confident towards services provided by Islamic banks. Therefore, the purpose of this study is to determine the factors affecting customer loyalty in Islamic banking sector in Hargeisa, Somalia. There are two Islamic banks operating in Hargeisa City namely Salam Bank and Premier Bank. Four factors have been identified affecting the customer loyalty that is customer expectation, customer trust, service encounter and service experience. Primary data was utilized to conduct this study. The study was carried out survey which involved 250 respondents for both Islamic banks. The SPSS software was utilized in this study for both descriptive and inferential statistics. Based on the multiple regression analysis, the study found that service experience, service encounter and customer trust are the most affecting variables in customer loyalty in Islamic banks of Hargeisa City. Thus, the present study provides additional empirical evidence to improve the body of knowledge especially in Islamic banking system in Somalia. 2021 Thesis https://etd.uum.edu.my/9997/ https://etd.uum.edu.my/9997/1/s826978_01.pdf text eng 2024-08-15 staffonly https://etd.uum.edu.my/9997/2/s826978_02.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Bahaman, Muhamad Abrar
topic	HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management
spellingShingle	HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management Hussein, Abdikarem Jamal Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
description	According to Central Bank of Somaliland report, the number of Islamic commercial bank offices reduced from 203 offices in 2018 to 182 offices in 2019. This phenomenon is due to lack of customer’s confident towards services provided by Islamic banks. Therefore, the purpose of this study is to determine the factors affecting customer loyalty in Islamic banking sector in Hargeisa, Somalia. There are two Islamic banks operating in Hargeisa City namely Salam Bank and Premier Bank. Four factors have been identified affecting the customer loyalty that is customer expectation, customer trust, service encounter and service experience. Primary data was utilized to conduct this study. The study was carried out survey which involved 250 respondents for both Islamic banks. The SPSS software was utilized in this study for both descriptive and inferential statistics. Based on the multiple regression analysis, the study found that service experience, service encounter and customer trust are the most affecting variables in customer loyalty in Islamic banks of Hargeisa City. Thus, the present study provides additional empirical evidence to improve the body of knowledge especially in Islamic banking system in Somalia.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Hussein, Abdikarem Jamal
author_facet	Hussein, Abdikarem Jamal
author_sort	Hussein, Abdikarem Jamal
title	Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_short	Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_full	Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_fullStr	Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_full_unstemmed	Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia
title_sort	factors affecting customer loyalty in islamic banking sector of hargeisa, somalia
granting_institution	Universiti Utara Malaysia
granting_department	Islamic Business School
publishDate	2021
url	https://etd.uum.edu.my/9997/1/s826978_01.pdf https://etd.uum.edu.my/9997/2/s826978_02.pdf
_version_	1747828718384971776

Factors affecting customer loyalty in Islamic banking sector of Hargeisa, Somalia

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