Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model

Sadia Mehfooz Khan and Muhammad Ali Syed Hussein and Chin, Hong Puah and Hanudin Amin and Muhammad Shujaat Mubarak (2022) Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model. Journal of Islamic Accounting and Business Research, 14. pp. 740-766. ISSN 1759-0817

	Text ABSTRACT.pdf Download (66kB)
	Text FULLTEXT.pdf Restricted to Registered users only Download (353kB)

Abstract

This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second, the study explores the relationship between customer satisfaction, trust, loyalty andword ofmouth (WOM) in Islamic banking of Pakistan. Design/methodology/approach – The proposed model was analyzed using PLS-SEM-based approach. The proposed model was analyzed using PLS-SEM-based approach. A total of 312 usable responses were used for data analysis. The results indicate that all CREATOR dimensions have a significant positive impact on Islamic banks’ customer satisfaction. Similarly, this study also found a significant positive relationship between customer satisfaction, trust, loyalty and WOM. Overall, this study modified a well-established service quality framework by successfully implementing the CREATOR model in Islamic banking. This study will provide helpful policy guidelines for Islamic bank managers improve their service quality and strengthen their relationships with existing and new customers. The authors are also sure that their proposed model will add value to the ongoing service quality literature by indicating the role of operational effectiveness in increasing customer satisfaction and promoting positiveWOM.

Item Type:	Article
Keyword:	Service quality, Satisfaction, Trust, Loyalty, Word-of-mouth, Islamic banks
Subjects:	H Social Sciences > HF Commerce > HF1-6182 Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Department:	FACULTY > Labuan Faculty of International Finance
Depositing User:	DG MASNIAH AHMAD -
Date Deposited:	27 Feb 2024 09:56
Last Modified:	27 Feb 2024 09:56
URI:	https://eprints.ums.edu.my/id/eprint/38376

Actions (login required)

View Item