Customer Behavior in Islamic Banking Industry
Abstract
Islamic banking is a rapidly growing industry in the domestic and global economy. This provider competes to improve and maintain the customer through increasing satisfaction, trust and loyalty. To achieve this goal, customer relationship management and value creation are used as the key strategy. This study is a conceptual study that examines the relationship between customer relationship management, value creation, satisfaction, trust and customer loyalty. Customer relationship management can be used as a managerial strategy in managing business interactions by integrating process and technology for understanding the customer. Value can lead to positive behavior such as the demand purchases increasingly, the desire to buy more, do word of mouth and recommend the company to others. Customer satisfaction is suggested as a key determinant of customer loyalty. The main benefit of the trust is customer loyalty that affects long-term relationship and huge profit. Finally, customer loyalty is needed as an element in a competitive marketing strategy.
Keywords: customer relationship management, value creation, satisfaction, trust, loyalty
References
Anderson, E. W., Fornell, C., & Rust, R. T., in: Customer Satisfaction, Productivity, Profitability: Differences Between Goods and Services, submitted to Journal of Marketing Science. Vol. 16, No.2 (1997) pp. 129-145.
Amin, M., Isa, Z. & Fontaine, in: Contrasting the drivers of customer satisfaction on image, trust and loyalty of Muslim and non-Muslim customers in Malaysia, submitted to International Journal of bank Marketing. Vol 31 No. 2 (2013) pp. 79-97.
Auka, Daniel Onwonga, in: Service Quality, Satisfaction, Perceived Value and Loyalty Among Customers in Commercial Banking in Nakuru Municipality, Kenya, submitted to African Journal of Marketing Management. Vol. 4(5) (2012) pp. 185-203.
Butt, Muhammad Mohsin & Aftab, Muhammad, in: Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context, submitted to International Journal of Bank Marketing. Vol. 31 No. 1 (2013) pp. 6-23.
Cengiz, E., Ayyildiz, H., & Buyamin, in: Effects of Image and Advertising Efficiency on Customer Loyalty and Antecedents of Loyalty: Turkish Banks Sample, submitted to Banks and Bank Systems. Vol. 2, Issue 1 (2007).
Faizah, L., Jamaliah, W., & Hamid, Z., in: Determinants of Customer Loyalty in Malaysian Takaful Industry, Submitted to Procedia-Social and Behavioral Science. 130 (2014) 362-370.
Foster, Brian D. & John Q, Cadogan, in: Relationship Selling and Customer Loyalty: An Empirical Investigation, submitted to Journal Marketing Investigation and Planning, 18/4 (2000).
Gan, C., Cohen, D., Clemes, M., & Chong, E., in: A Survey of Customer Retention in The New Zealand Banking Industry, submitted to Banks and Bank Systems,Vol.1, Issue 4 (2006).
Hoq, M.Z., Sultana, N., & Amin, M., in: The Effect of Trust, Customer Satisfaction and Image on Customers’ Loyalty in Islamic banking Sector, submitted to South Asian Journal of Management. 17(1) (2010) pp. 70.
Kamarulzaman, Y., & Madun, A., in: Marketing Islamic Banking products: Malaysian perspective, submitted to Business Strategy Series. Vol. 14 No.2/3 (2013) pp. 60-66.
Lam, R., Burton, S.in: SME Banking Loyalty (and Disloyalty): a Qualitative Study in Hong Kong, submitted to International Journal of Bank Marketing. 24(1) (2006) pp. 37-52.
Lee, Kun-ho & Ullah, Shakir, in: Customers’ attitude toward Islamic banking in Pakistan, submitted to International Journal of Islamic and Middle Eastern Finance and Management. Vol. 4 No.2 (2011) pp. 131-145.
Kishada, Z.M.E., & Wahab, N.A., in: Factors Affecting Customer Loyalty in Islamic Banking: Evidence from Malaysian Banks. Submitted to International Journal of Business and Social Science. Vol. 4 No.7 (2011).
Omar, W. M. & Ali, M. N. M, in: Band Loyalty and Relationship Marketing in Islamic Banking System, submitted to Canadian Social science. Vol. 6, No. 1 (2010) pp. 25-32.
Oliver, Richard L., in: Where Common Loyalty?, Journal of Marketing, Vol. 63. (Special Issue), (1999) pp. 33-44.
Orel, Fatma Demrci & Kara, Ali, in; Supermarket Self-Checkout Service Quality, Customer Satisfaction, and Loyalty: Empirical Evidence from An Emerging Market, submitted to Journal of Retailing and Consumer Services, (2014).
O’Cass, A., & Fenech, T., in: Webretailing Adoption: Exploring the Nature of Internet Users Webretailing Behaviour, submitted to Journal of Retailing and Consumer Services, 10, (2003) pp. 81-94.
Paliati, Alida, in: Pengaruh Tingkat Kepuasan Terhadap Loyalitas Nasabah Tabungan Perbankan di Wilayah Etnik Bugis, Vol.1, No. 2 (2004).
Parasuraman, A., Zeithaml, V., A., & Berry, L.L, in: SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, submitted to Journal of Retailing, Vol. 64 No.1 (1988).
Putra, I Wayan Jaman Adi, in: The Effect of Quality and Service Value on Customer Loyalty (A Study on the Customers of Commercial Banks in Malang City), submitted to Interdisciplinary Journal of Contemporary Research in Business. Vol. 5, No. 5 (2013).
Patel, Harshad & Pithadia, Vijay, in: Emerging Trends in Customer Satisfaction of Value Added Services in Selected Banks at Mehsana District of Gujarat, submitted to International Monthly Refereed Journal of Research in Management & Technology. Vol. II. ISSN-2320-0073 (2013).
Rizwan, M., Yassen, G., Nawaz A., & Hussain, L., in: Incorporating attitude towards Islamic Banking in an integrated service quality, satisfaction, trust and loyalty model, submitted to International Journal of Accounting and Financial Reporting. ISSN 2162-3082 (2014).
Sinkula, J. M., Baker, W. E., & Noordewier, T., in: A Framework for Market-Based Organizational Learning: Linking Values, Knowledge, and Behavior, submitted to Journal of the Academy of Marketing Science, Vol.25, No.4 (1997) pp.305-319.
Slater, S. F. & Narver, J. C.. in: Intelligence Generation and Superior Customer Value, submitted to Journal of the Academy of Marketing Science, 28 (1) (2000) pp. 120-127.
Thambiah, S., Ismail, H., Ahmed, E.M., & Khin, A.A., in: Islamic Retailing Banking Adoption in Malaysia: The Moderating Effect of Religius and Region, submitted to The International Journal of Applied Economics and Finance. 7(1) (2013) pp. 37-48.
Woodruff R. B., in: Customer Value: The Next Source of Competitive Advantage, submitted to Journal of the Academy of Marketing Science, Vol. 25, No. 2 (1997) pp.139-153.
Bateson, J.E.G., in: Managing Services Marketing, Text and Readings. Florida, edited by Harcourt Brace College Publishers. (1995).
Griffin, J.. in: Customer Loyalty : Menumbuhkan dan Mempertahankan Pelanggan. Penerbit Airlangga, Jakarta (2003).
Hair, J.F., Money, A.H., Samouel, P., & Page, M., in: Research Methods for Business, edited by John Wiley & Sons, Ltd. England, (2007),
Kerin, R.A., Hartley, S.W., & Rudelius, W., in: Marketing (9th ed.), edited by McGraw-Hill Irwin, Boston, (2009).
Kotler, P., in: Marketing Management: Analysis, Planning, Implementation and Control (9th ed), edited by Prentice Hall International, Englewood Cliffs, NJ (1997).
Kotler, P., Keller, K.L., Ang, S.H., Leong, S.M., & Tan, C.T., in: Marketing Management: An Asian Perspective, Edited by Pearson Prentice Hall, Singapore (2006).
Lovelock, C., Wirtz, J., & Mussry, J., Pemasaran Jasa: Manusia, Teknology, Strategi, Perspektif Indonesia. Jilid 1. Penerbit Erlangga, Jakarta (2011).
Kasmir, Pemasaran Bank, Prenada Media Group, Jakarta (2008).
Mowen J. C., & Minor, M., in: Consumer Behaviur 5th Edition, edited by Harcourt College Publisher, Inc. (2001).
Zeithaml, V.A., Bitner, M.J., & Gremler, D.D., in: Service Markerting: Integrating Customer Focus Acrross the Firm, edited by Mc Graw Hill, Singapore (2009).
