IDEAS home Printed from https://ideas.repec.org/a/ani/ipjhss/v7y2019i4p379-396.html
   My bibliography  Save this article

Quality and Customer Loyalty in Islamic Banks: Religiosity as a Moderator by using Andrew Hayes model

Author

Listed:
  • Mohsin Shahzad
  • Muhammad Shaukat Malik
  • Muhammad Irfan

    (Bahauddin Zakariya University, Multan)

Abstract

The preservation of desired levels of service quality, product quality and awareness is domineering for firms to stay competitive. Islamic banking system of Pakistan is more growing and become popular that provide the products with the premises of Sharia compliance, but there is problem in this sector is lack of knowledge about the products. Findings relay on data collected through surveys of 300 customers of south Punjab Islamic banking sector. Through the respondent’s opinions, our study revealed that service quality and product quality have significantly relationship with customer satisfaction and loyalty. There is shortage of familiarity about Islamic banking products to the customers and this caused to low satisfaction. Proper information is highly required in this sector to create patronize customers. More findings exposed that customer satisfaction positively indicates to customer loyalty and by using the Andrew Hayes method religiosity only moderates between service quality and customer satisfaction because religiosity is not the sole factor to satisfy the customers without proper information system about products. To maintain the competitive edge there is highly required proper brochures system in every branch with easily access to the customers for more convenience.

Suggested Citation

  • Mohsin Shahzad & Muhammad Shaukat Malik & Muhammad Irfan, 2019. "Quality and Customer Loyalty in Islamic Banks: Religiosity as a Moderator by using Andrew Hayes model," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 7(4), pages :379-396, December.
    • Handle: RePEc:ani:ipjhss:v:7:y:2019:i:4:p:379-396
    as

    Download full text from publisher

    File URL: https://journals.internationalrasd.org/index.php/pjhss/article/view/45/92
    Download Restriction: no
    File URL: https://journals.internationalrasd.org/index.php/pjhss/article/view/45
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Yvonne Saini & Geoff Bick, Loonat Abdulla, 2011. "Consumer awareness and usage of islamic banking products in South Africa," South African Journal of Economic and Management Sciences, University of Pretoria, Faculty of Economic and Management Sciences, vol. 14(3), pages 298-313, September.
    2. Olgun Kitapci & Ibrahim Taylan Dortyol & Zührem Yaman & Mustafa Gulmez, 2013. "The paths from service quality dimensions to customer loyalty," Management Research Review, Emerald Group Publishing Limited, vol. 36(3), pages 239-255, March.
    3. Latif ATIYAH, 2016. "Product’S Quality And Its Impact On Customer Satisfactiona Field Study In Diwaniyah Dairy Factory," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 10(1), pages 57-65, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Raed A. M. Iriqat & Mohannad A. M. Abu Daqar, 2017. "The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry," International Business Research, Canadian Center of Science and Education, vol. 10(11), pages 139-147, November.
    2. Sharma, Piyush & Ueno, Akiko & Kingshott, Russel, 2021. "Self-service technology in supermarkets – Do frontline staff still matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Muhammad Y. Khan & Shahab Ud Din & Majid J. Khan & Anam Javeed, 2021. "Dynamics of selecting Islamic home financing," International Journal of Finance & Economics, John Wiley & Sons, Ltd., vol. 26(4), pages 5005-5016, October.
    4. Mahiswaran Selvanathan & Sugumaran Selladurai & Sarjit Gill & Puvaneswaran Kunasekaran & Pei Jun Tan, 2016. "The Customer Satisfaction Status towards Core Governmental Services in Malaysia," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(5), pages 211-211, April.
    5. Vázquez-Suárez, Luis & Mejía-Vásquez, Pericles Ramón & Serafim da Silva, Sheila & Sánchez-Gómez, Roberto, 2022. "Gender’s moderating role in the relationship between organisational form and performance in the Spanish supermarket industry," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    6. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    7. Serkan Dilek & Orhan Kucuk, 2017. "Customer Satisfaction in Participation Banks: A Research in Kastamonu," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 6(4), pages 22-33, July.
    8. Wu He & Xin Tian & Andy Hung & Vasudeva Akula & Weidong Zhang, 2018. "Measuring and comparing service quality metrics through social media analytics: a case study," Information Systems and e-Business Management, Springer, vol. 16(3), pages 579-600, August.
    9. M. Suresh & G. Mahadevan & R. Dev Abhishek, 2019. "Modelling the factors influencing the service quality in supermarkets," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 10(6), pages 1474-1486, December.
    10. Malanta S. Abdullahi & Adamu Kuku Usman & Nuraddeen M. Lawal, 2021. "Determinants of Viability of Islamic Banking Products: A Case Study of Jaiz Bank Plc," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 8(10), pages 58-67, October.
    11. Ali Polat & Mehmet Yesilyaprak & Raci Kaya, 2014. "Understanding Islamic Bank Selection of Customers: A Field Research from Turkish Participation Banks," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 5(4), pages 22-38, October.
    12. Kajenthiran .K, 2018. "An Empirical Investigation on Retail Service Quality and Its Impact on Customer Loyalty in the Supermarkets in Jaffna District, Sri Lanka," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 8(1), pages 1-2.
    13. Harpreet Kaur & Sangeeta Arora, 2019. "Demographic influences on consumer decisions in the banking sector: evidence from India," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 24(3), pages 81-93, December.
    14. Haron, Razali & Abdul Subar, Noradilah & Ibrahim, Khairunisah, 2020. "Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust," Islamic Economic Studies, The Islamic Research and Training Institute (IRTI), vol. 28, pages 3-23.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ani:ipjhss:v:7:y:2019:i:4:p:379-396. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Umair Ahmed (email available below). General contact details of provider: https://journals.internationalrasd.org/index.php/pjhss/index .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.