Rodrigue Fontaine

Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia

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 relationship with customer loyalty for both customer segments. Furthermore, significant differences occur in the effect of customer satisfaction on image, image on trust, and trust on customer loyalty between Muslim and non‐Muslim customers. Practical implications – The findings suggest that Muslim customers establish relationships with Islamic banks because they trust that Islamic banks are Shariah compliant. Therefore, providing secure banking products that are fully compliant with Islamic principles are necessary. Originality/value – This research is important as it clearly demonstrates that the loyalty of Muslim and non‐Muslim customers to Islamic banks is influenced by customers being satisfied, as well as the image of and trust in Islamic banks. In this context, when customers are unwilling to trust Islamic banks, they are also unwilling to be loyal.

The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks

This study examines the role of customer satisfaction in enhancing the loyalty of Muslim and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are the customers (Muslim and non-Muslim customers) visiting the bank counters and have an account with Islamic banks. A total of 660 questionnaires were distributed, and 440 were returned. The results indicate that customer satisfaction has a statistically significant positive effect on customer loyalty and intentions to switch for Muslim and non-Muslim customers. However, there were significant differences in the effects of customer satisfaction on customer loyalty and intention to switch for Muslim and non-Muslim customers. The effect of customer satisfaction on customer loyalty and intention to switch is greater for the non-Muslim than the Muslim customers.

Strategic management from an Islamic perspective : text and cases

While strategic management is a cornerstone of any MBA or business program, it’s almost always taught from conventional theories and typically American case studies. This book takes those traditional theories and interprets them from an Islamic perspective using more international case studies.

Evaluating Chris Argyris's ideas An Islamic perspective

Purpose – The purpose of this paper is to investigate Chris Argyriss ideas from an Islamic perspective.Design/methodology/approach – The main approach is a literature review combined with an analysis based on Islamic principles. At the end, there is a short case study that demonstrates the possible application for practitioners.Findings – Chris Argyriss work touches on a fundamental point: the lack of congruence between espoused values and theories‐in‐use. Such incongruence is amplified by the existence of organizational defense routines. From an Islamic perspective, such an incongruence is very problematic. The paper discusses two mechanisms in the Islamic tradition – sincerity to others and mutual consultation – to overcome this problem. The case study also suggests that more modern techniques can be useful as well. The implications for management education are discussed.Research limitations/implications – It is proposed that the points raised by Chris Argyris should be taken very seriously by all res...