The effect of corporate image, customer perceived value, relationship quality and switching intention among Islamic banking customers in Malaysia / Nor Hashima Hashim, Sharifah Latifah Syed A. Kadir

Hashim, Nor Hashima and Syed A. Kadir, Sharifah Latifah (2010) The effect of corporate image, customer perceived value, relationship quality and switching intention among Islamic banking customers in Malaysia / Nor Hashima Hashim, Sharifah Latifah Syed A. Kadir. Business Management Quaterly Review, 1 (4). pp. 60-74. ISSN 2180-2777

[img]
Preview
Text
AJ_NOR HASHIMA HASHIM BMQR 10 1.pdf

Download (488kB) | Preview

Abstract

Considerable attention is now given to the concept of relationships between service providers and their customers due to the rapid changing marketing environment and in particular the retail banking sector. The switching behavior phenomena are worth investigating because by assessing switching intentions service providers can implement defensive or offensive marketing strategies for their customers. This study develops and empirically tests for examination of the relationships among corporate image, customer perceived value, relationship quality and switching intention in an Islamic retail banking context. The model is tested using structural equation modeling analysis approach. The conceptual model allows Islamic banking service providers to determine which among the two factors impact switching intention, enabling Islamic service providers to determine appropriate strategies to reduce defection among their bank customers.

Item Type: Article
Uncontrolled Keywords: Islamic banking, customer perceived value, service quality, relationship quality, switching intention
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc > Islam > Islam and economics
H Social Sciences > HG Finance > Banking > Malaysia
Divisions: Institute of Business Excellence (IBE)
Depositing User: Staf Pendigitan 1
Date Deposited: 13 Dec 2010 05:54
Last Modified: 02 Feb 2017 07:04
URI: http://ir.uitm.edu.my/id/eprint/878

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year