The purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers – interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks.,The data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia.,Interaction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty.,The results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty.,This paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.

What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia

Purpose – This paper aims to examine the relationship among trust, commitment and ego involvement and their impacts on word-of-mouth communication (WOM) for individual saving customers in Islamic banking. Design/methodology/approach – The conceptual model and the hypotheses are formulated based on trust and commitment theory, organizational commitment theory, social judgment theory and the results of previous empirical studies on buyer–seller marketing relationship in business-to-customer (B2C) markets. Quantitative research methodology was performed to examine the model and the hypotheses. The data were collected using survey with questionnaire. The respondents of the survey are 100 Islamic banking individual saving customers. Multiple regression analysis was used to test the proposed model and the hypotheses. Findings – The research results show that affective commitment has a positive and significant impact on WOM, while normative commitment and calculative commitment have no significant impact on WOM....

Understanding trust & commitment of individual saving customers in Islamic banking

Kinerja menjadi landasan yang sesungguhnya bagi organisasi karena tanpa adanya kinerja
maka tujuan yang dimiliki oleh organisasi tidak dapat dicapai. Penelitian ini bertujuan
untuk menjelaskan pengaruh self efficacy dan locus of control terhadap kinerja karyawan
studi pada Ramayana Mal Bali. Penelitian ini dilakukan pada perusahaan Ramayana Mal
Bali. Jumlah sampel yang digunakan sebanyak 64 orang karyawan, dengan metode simple
random sampling. Data dari penelitian ini adalah data primer yang diperoleh dari hasil
observasi, wawancara dan penyebaran kuesioner. Teknik analisis yang digunakan adalah
regresi linier berganda. Berdasarkan hasil analisis yang telah dilakukan dapat disimpulkan
bahwa self efficacy berpengaruh positif dan signifikan terhadap kinerja karyawan. Locus of
control berpengaruh positif dan signifikan terhadap kinerja karyawan. Self efficacy dan
locus of control secara bersama-sama berpengaruh terhadap kinerja karyawan.
Kata kunci: kinerja karyawan, self efficacy, locus of control

/pdf/pengaruh-self-efficacy-dan-locus-of-control-terhadap-kinerja-1otz39n1l1.pdf

PENGARUH SELF EFFICACY DAN LOCUS OF CONTROL TERHADAP KINERJA KARYAWAN (Studi Pada Ramayana Mal Bali)


Purpose
This study aims to explore the relationship between the objectives of Islamic banking, customer satisfaction and customer loyalty in the South African context. Diving deep, this study also explores the relationship between customer satisfaction and customer loyalty.


Design/methodology/approach
Purposive and snowball sampling techniques were used, resulting in 163 respondents participating in this study. The data was collected using an online survey and analysed using a structural equation model based on the partial least squares method.


Findings
The results indicate that the construct related to the objectives of Islamic banking influences both customer satisfaction and customer loyalty. In addition, customer satisfaction is also found to influence a customer’s loyalty to the Islamic bank.


Originality/value
In South Africa, to the best of the authors’ knowledge, this study is the first of its kind; thus, the results provide context-specific insights into the extant literature on Islamic banking for Muslims residing in a non-Muslim majority country.


/pdf/objectives-of-islamic-banking-customer-satisfaction-and-2i97w3es.pdf

Objectives of Islamic banking, customer satisfaction and customer loyalty: empirical evidence from South Africa

Purpose – The aim of this paper is to make a critical review of the selected customer related studies in Islamic banking. Design/methodology/approach – In accordance with the aim, the selection criteria is decided to include the studies which have at least one citation according to a publicly available citation count database as of January 2013 and the subjectively selected uncited studies from recent years. According to the selection criteria, in total, 50 journal articles for the period of 1989-2013 are reviewed. Findings – This work identifies the main research subjects, the distribution for these subjects, the general characteristics of research methodologies and methods, the strengths and weaknesses of the studies and the direction of the research area. Practical implications – The foremost contributions of this work are that a researcher or someone who is interested in Islamic banking based customer related studies can attain a detailed picture about the most common research subjects, methodologies,...

Survey on customer related studies in Islamic banking

Purpose: The basic purpose of measuring the customer’s loyalty in Islamic banking in Bahawalpur region is their long term commitment. Design/methodology/approach: This research has been conducted utilizing the actual data with the help of a questionnaire based on the literature extensively written on Islamic banking services, to develop a viable model to explore the attributes which lead towards the customer loyalty in utilizing the financial services of Islamic banks in Bahawalpur region. A new dimension is added by conducting research on customer’s loyalty in Islamic banking in Bahawalpur region, taking sample of 125 respondents from 20 banks operating in Islamic banking services of this region. Findings: Factors abstracted from the customers loyalty are, customers satisfaction, switching cost, customers perception, success philosophy and trust and commitment. It is found that these factors significantly affect the customer’s loyalty in Islamic banking and are greatly associated with the customer’s loyalty. Research limitations/ implication: Only available material is studied in spite of all the material and research is implicated in Bahawalpur region only.  The sample size is small to only 125 respondents but the results are implicated on overall customer’s loyalty in Islamic banking. Practical implications: Pakistani banks are needed to take initiative in creating awareness about Islamic banking and providing more effective services. Originality/ value: This is one of the very first researches on customers loyalty in Islamic banking conducted in Bahawalpur region and could be very useful for countries adopting Islamic banking. Key words: Customers loyalty, Islamic banking.

/pdf/measuring-customers-loyalty-of-islamic-banking-in-bahawalpur-2fr4a7uhvs.pdf

Measuring Customers Loyalty of Islamic Banking in Bahawalpur Region

Purpose: The basic purpose is to find out the impacts of SME lending on their development. While conducting the research, a clear objective was established in order to explore the relationship between SME lending and its ultimate impact on the development of SME sector in Bahawalpur, considered as SME Concentrated market of the economy. Design/methodology/approach: The research have been conducted utilizing the actual data with the help of a questionnaire based on the literature studies extensively on SME’s lending and the impact on its development to explore the attributes which leads towards the establishment of SME’s lending in Bahawalpur region. A new dimension is added by conducting research on SME’s lending and the impact on its development in Bahawalpur region, taking sample of 100 respondents from 20 banks and their customers. Findings: Factors abstracted from the market concentration, commercial vs. SME’s lending, issues of SME’s lending, Term of loan, size of enterprises, self employment in SME sector that  they are significantly associated with SME’s establishment. Research limitations/ implication: The results found are based on available material being studied. A structured questionnaire has been used to collect data from a sample of 100 SMEs being financed by financial institutions of Bahawalpur region. Practical implications: The financial institutions in Pakistan are needed to take initiative in creating awareness about SME’s lending and providing more effective services to their customers. The results can be generalized on over all SME lending practices in Bahawalpur region. The facilities to cottage industry could be made from the effective use of findings in this paper. Originality/ value: This is one of the very first researches on SME’s lending and the impact on its development conducted in Bahawalpur region and could be very useful for countries adopting SME’S lending. Key words: SME lending, SME’s establishment, Cottage industry, SME Financing, Small Loans.

/pdf/sme-lending-a-long-term-commitment-towards-the-development-15j71xe6zx.pdf

SME Lending: A Long Term Commitment towards the Development of Industry

Purpose: The purpose of this study is to find out the determinants that mainly affect the customer service quality perception of internet banking amongst genders and different age groups. Design/methodology/approach: Sample of 120 internet banking customers was used to gather data, which was further utilized to find out how 8 major determinants affect the customer service quality perception of internet banking. Findings: The research found that Web design, security, trust, product diversification, credibility, collaboration, access and communication strongly affect the customer perception about the quality of internet banking service. Research limitations/ implication: The data was gathered from the banks in Bahawalpur which limited the scope of this study particularly to this region so future research can be done to gathered data from all over the Pakistan so that the cross cultural factors could be identified clearly. Keywords : Service Quality Perception, Dimensions of Internet Banking, Bahawalpur.

/pdf/customer-service-quality-perception-of-internet-banking-13zp3bd8dk.pdf

Customer Service Quality Perception of Internet Banking

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Measuring Customers Loyalty of Islamic Banking in Bahawalpur Region

SME Lending: A Long Term Commitment towards the Development of Industry

Customer Service Quality Perception of Internet Banking