Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

The main objective of this paper is to investigate how service quality and customer satisfaction are correlated to self-reported loyalty intentions in Islamic banks. The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local Isl...

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Autores principales:	Ala’ Omar Dandis, Len Tiu Wright, Donna Marie Wallace-Williams, Ibrahim Mukattash, Mohammad Al Haj Eid, Helen (Huifen) Cai
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	service quality customer satisfaction self-reported loyalty intentions islamic bank emerging market jordan Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/c9fe92af079142a488652684c943edcd
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spelling	oai:doaj.org-article:c9fe92af079142a488652684c943edcd2021-12-02T18:16:46ZEnhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction2331-197510.1080/23311975.2021.1892256https://doaj.org/article/c9fe92af079142a488652684c943edcd2021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1892256https://doaj.org/toc/2331-1975The main objective of this paper is to investigate how service quality and customer satisfaction are correlated to self-reported loyalty intentions in Islamic banks. The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local Islamic Banks in Jordan. The results show that compliance, tangibility, responsiveness, assurance, and empathy positively linked to self-reported loyalty intentions, with compliance and assurance appearing as the greatest correlation with self-reported loyalty intentions compared to other service quality dimensions. Islamic banks should focus on continuous improvement of service quality due to the direct correlation with customer satisfaction and loyalty. It is important for Islamic banks to review and endorse all policies and procedures to ensure that their documents and investments are undertaken in line with the requirements of Islamic law. Managers should pay special attention to the service quality provided by their employees and develop their skill set through training and education programmes based on Islamic principles. As the first study of its kind in Jordan, the paper’s contribution stems from filling the research gap in examining the relationship between the various service quality dimensions and self-reported loyalty intentions in Islamic banks using the CARTER model.Ala’ Omar DandisLen Tiu WrightDonna Marie Wallace-WilliamsIbrahim MukattashMohammad Al Haj EidHelen (Huifen) CaiTaylor & Francis Grouparticleservice qualitycustomer satisfactionself-reported loyalty intentionsislamic bankemerging marketjordanBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	service quality customer satisfaction self-reported loyalty intentions islamic bank emerging market jordan Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	service quality customer satisfaction self-reported loyalty intentions islamic bank emerging market jordan Business HF5001-6182 Management. Industrial management HD28-70 Ala’ Omar Dandis Len Tiu Wright Donna Marie Wallace-Williams Ibrahim Mukattash Mohammad Al Haj Eid Helen (Huifen) Cai Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction
description	The main objective of this paper is to investigate how service quality and customer satisfaction are correlated to self-reported loyalty intentions in Islamic banks. The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local Islamic Banks in Jordan. The results show that compliance, tangibility, responsiveness, assurance, and empathy positively linked to self-reported loyalty intentions, with compliance and assurance appearing as the greatest correlation with self-reported loyalty intentions compared to other service quality dimensions. Islamic banks should focus on continuous improvement of service quality due to the direct correlation with customer satisfaction and loyalty. It is important for Islamic banks to review and endorse all policies and procedures to ensure that their documents and investments are undertaken in line with the requirements of Islamic law. Managers should pay special attention to the service quality provided by their employees and develop their skill set through training and education programmes based on Islamic principles. As the first study of its kind in Jordan, the paper’s contribution stems from filling the research gap in examining the relationship between the various service quality dimensions and self-reported loyalty intentions in Islamic banks using the CARTER model.
format	article
author	Ala’ Omar Dandis Len Tiu Wright Donna Marie Wallace-Williams Ibrahim Mukattash Mohammad Al Haj Eid Helen (Huifen) Cai
author_facet	Ala’ Omar Dandis Len Tiu Wright Donna Marie Wallace-Williams Ibrahim Mukattash Mohammad Al Haj Eid Helen (Huifen) Cai
author_sort	Ala’ Omar Dandis
title	Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction
title_short	Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction
title_full	Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction
title_fullStr	Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction
title_full_unstemmed	Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction
title_sort	enhancing consumers’ self-reported loyalty intentions in islamic banks: the relationship between service quality and the mediating role of customer satisfaction
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/c9fe92af079142a488652684c943edcd
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Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

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