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 and Management Quarterly Review (BMQR), 1 (4). pp. 60-74. ISSN 2180-2777

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.

Metadata

Item Type: Article
Creators:
CreatorsID Num. / Email
Hashim, Nor HashimaUNSPECIFIED
Syed A. Kadir, Sharifah LatifahUNSPECIFIED
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc > Islam > Islam and economics
H Social Sciences > HG Finance > Banking > Malaysia
Divisions: Universiti Teknologi MARA, Shah Alam > Institute of Business Excellence (IBE)
Journal or Publication Title: Business and Management Quarterly Review (BMQR)
ISSN: 2180-2777
Volume: 1
Number: 4
Page Range: pp. 60-74
Item ID: 878
Uncontrolled Keywords: Islamic banking, customer perceived value, service quality, relationship quality, switching intention
URI: http://ir.uitm.edu.my/id/eprint/878

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