Salesperson ethics behavior as antecedent of Islamic banking customer loyalty

Published on Feb 15, 2021in Journal of Islamic Marketing
· DOI :10.1108/JIMA-04-2020-0100
Tony Wijaya6
Estimated H-index: 6
Moh Nasuka , Anas Hidayat5
Estimated H-index: 5
#1Aamir AbbasH-Index: 4
#2Qasim Ali NisarH-Index: 11
Last. Ahsan ZubairH-Index: 4
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Islamic marketing ethics focus on the principles of equity, justice and value maximization for the welfare of society. These ethics play a vital role in elevating the standards of customer behavior. The strategy of focusing customer is now considered as important element because of rapidly changing marketing trends in Islamic banks. Therefore, the purpose of this study is to find out the important features of Islamic marketing ethics and identify their effect on customer’s satisfaction in Islami...
#1Tika KartikaH-Index: 1
#2Achmad FirdausH-Index: 2
Last. Mukhamad NajibH-Index: 6
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This study aims to investigate the drivers of loyalty in Indonesian Islamic banks, especially group of depositor vs financing customer and single vs dual customer.,The objectives of this study were the seven major commercial Indonesian Islamic banks using the purposive sampling technique. In total, 105 questionnaires were processed, consisting of questions regarding depositors, financing, single and dual customer. Structural equation modeling using partial least squares were the analysis methods...
#1Nur AsnawiH-Index: 3
#2Badri Munir SukocoH-Index: 13
Last. Muhammad Asnan FananiH-Index: 2
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Loyalty among customers is the baseline for services to use to grow and sustain their competitive advantage, particularly in the banking industry. There are two primary objectives of this research. First, this study aims to empirically test the Muslim Consumer Service Quality (MCSQ). Second, this study aims to test the mediating effect of Muslim Consumer Satisfaction (MCS) on the relationship between MCSQ and Muslim Consumer Loyalty (MCL) in Indonesian Islamic banks.,The proposed hypotheses were...
#1Hung-Che Wu (SYSU: Sun Yat-sen University)H-Index: 25
#2Ching-Chan ChengH-Index: 16
Last. Ananda Sabil Hussein (UB: University of Brawijaya)H-Index: 8
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Purpose 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. Design/methodology/approach The data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia. Findings Interaction quali...
If employee of the industry is giving superior services to the customer, that customer will be progressively pleased so there is great importance if internal marketing. The purpose of this study is to examine the effect of internal marketing (Marketing mix approach) on affective commitment of employees in Islamic banks of Punjab, Pakistan. A model was made to examine the factors affecting affective commitment and it was tested empirically using a sample of 543. All the respondents were branch ma...
#1Johari Bin Abdullah (UiTM: Universiti Teknologi MARA)H-Index: 2
#2Jamil HamaliH-Index: 7
Last. Firdaus Abdullah (UiTM: Universiti Teknologi MARA)H-Index: 10
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1. INTRODUCTIONIslamic marketing (IM) is a relatively new development in marketing thought and the term IM has not been addressed satisfactorily in the literature. In fact, despite the prominence of Islam, there has been little literature on Islamic marketing (Temporal, 2011; Alserhan, 2010). Based on the works of Muqorobin (2004), out of 4565 publication on Islamic economics ranging from 1994-2005, only 0.61% was securitized on marketing. Whereas banking and finance theory were 20.75% and 19.28...
As there is an increasing trend of Muslims and non-Muslims accepting Islamic banking, it is crucial to reconnoiter customers’ intention to use Islamic banking products. Such rationale is based on theoretical foundation and empirical evidence that customers’ perception towards a particular product would lead to their intention to choose that product. The purpose of this study is to examine the determinants of intention to use Islamic banking products in an emerging and vibrant market. 200 copies ...
#1Muslim Amin (IBS: International Business School, Germany)H-Index: 23
#2Zaidi IsaH-Index: 8
Last. Rodrigue Ancelot Harvey Fontaine (IIUM: International Islamic University Malaysia)H-Index: 5
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Purpose – The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks. Design/methodology/approach – The study uses data from Islamic banks and dual‐window Islamic banks, pertaining to two different customer segments (Muslims and non‐Muslims). Findings – The results indicate that customer satisfaction has a significant relationship with image, image has a significant relationship with trust, and trust has a significant ...
A model describing the process of ethical decision making is proposed. This model, termed the Ethical Decision/Action Process (EDAP), expands on the scope of prior models, and uses a four-component moral decision structure as its central focus. The behaviors which take place within the moral decision structure are influenced by the decision maker's characteristics and decision outcomes, and can vary in light of situational moderators. Research results related to the model configuration are prese...
AbstractThis article applies what the behavioral sciences know about trust to industrial sales situations. Trust between an industrial buyer and salesperson is defined cognitively and behaviorally. A model of this trust-building process is presented and appropriate behaviors for sales representatives who wish to build trust are discussed. The interactions between experience, general knowledge, and trust building are examined in light of possible situations a sales representative might encounter....
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