Mazuri Abd Ghani

Internet Banking, Customer Perceived Value and Loyalty: The Role of Switching Costs

Purpose: This study aims to examine the relationship between internet banking, customer perceived value, switching cost and customer loyalty. Furthermore, this study also examines if switching cost moderates the relationship between internet banking, Customer perceived value and customer loyalty. Design/methodology/approach: Data collected in a survey that yielded 437 respondents. Questionnaire was adapted from research work of Eriksson, Kerem, and Nilsson; Gefe; Levesque and McDougall; Zeithaml, Berry, and Parasuraman. Quantitative Approach was used for the analysis. Pearson correlation, multiple and moderating regression were used to examine the hypothesized relationship. Findings: The findings confirm that internet banking and customer Perceived value brought significant change on customer loyalty. Moreover, results prevailed that there was significant qasi moderation between variables. Switching costs moderate the relationship between internet banking, customer perceived value, and customer loyalty. Research limitations/implication: Further research is indicated, to identify effects of these variables on other services provider companies. Banking sector in Pakistan should pay more attention on Internet banking services, Customer Perceived Value and switching cost in order to enhance the customer loyalty. Originality/value: This study is the first study that tests the western model on south Asian countries like Pakistan. Hence, there is no research work found that reflects on internet banking and customer perceived value with moderating effect of switching cost. This study contributes to the field of e-commerce marketing and will help managers to adopt appropriate strategies that will lead banking sector towards prosperity.

Inspecting the Role of Intention to Trust and Online Purchase inDeveloping Countries

The study aims to explain the relationship between intention to trust dimensions and purchase intention in online products. Furthermore, it examines the relationships between integrity, competency, firm’s image, Uncertainty Avoidance, price awareness, propensity to trust and the impact on purchase intentions. Reliability result showed that all items of Cronbach Alpha are acceptable. Normality test also indicated that the data fit the purpose for which it was obtained. Descriptive and inferential statistics were used for the data analysis. Inferential statistics was run to get the main research outcome. The techniques used were determined by each objective and the variables involved in the study were indicated that there is significant relationship exist among integrity, competency, firm’s image, UA, price awareness, propensity to trust & the impact on purchase intentions. This study is narrowed only to the universities student’s in Terengganu area Malaysia. Hence, the generalization of the findings cannot be made for the whole population of people in Malaysia. Further Research may be conducted with other data set.

The Impact of SERVQUAL Model and Subjective Norms on CustomerÂ’s Satisfaction and Customer Loyalty in Islamic Banks: A Cultural Context

The purpose of this study was to extend the SERVQUAL model with subjective norms and to investigate the customer satisfaction and customer loyalty in Islamic Banks. This study has used survey method where data was collected from 500 respondents through a questionnaire survey. Structural equation model (SEM) was applied to check the hypothesis relationship between proposed constructs. Finding revealed that the extended model has significant impact on customer satisfaction and customer loyalty in Islamic banks of Palestine. Furthermore, this study unearths certain areas that were not previously discussed in Arab cultural context such as subjective norms. The findings of this study will be helpful for managers and policy makers to improve the service quality in Islamic Banks of Palestine. Extension of this study in other developing countries is recommended as this study was contextualized in Palestinian cultural context.

Determinants of Customer Loyalty: The Role of Service Quality, Customer Satisfaction and Bank Image of Islamic Banks in Palestine

The aim of this study is to determine the role of service quality, customer satisfaction and bank image on customer loyalty and recommendation of the Islamic banks in Palestine. The confirmatory factor analysis was used to determine the different variables that were being studied in this research paper and their relationship with customer loyalty and recommendation. The research findings showed that customer satisfaction normally has an impact on the bank image a customer will create, ultimately affecting his or her customer loyalty and recommendation to a certain bank. Customer satisfaction is determined by the quality of services that he or she experiences in a bank. Therefore, if a customer receives service quality that meets or exceeds his or her expectations, then he or she will have a positive image of the bank, become satisfied and then will highly likely be loyal to a particular financial institution and recommend it to his or her friends