Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model
Purpose This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model....
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| Veröffentlicht in: | Journal of Islamic accounting and business research 2023-06, Vol.14 (5), p.740-766 |
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| container_issue | 5 |
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| container_title | Journal of Islamic accounting and business research |
| container_volume | 14 |
| creator | Khan, Sadia Mehfooz Ali, Muhammad Puah, Chin-Hong Amin, Hanudin Mubarak, Muhammad Shujaat |
| description | Purpose
This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second, the study explores the relationship between customer satisfaction, trust, loyalty and word of mouth (WOM) in Islamic banking of Pakistan.
Design/methodology/approach
The proposed model was analyzed using PLS-SEM-based approach. A total of 312 usable responses were used for data analysis.
Findings
The results indicate that all CREATOR dimensions have a significant positive impact on Islamic banks’ customer satisfaction. Similarly, this study also found a significant positive relationship between customer satisfaction, trust, loyalty and WOM. Overall, this study modified a well-established service quality framework by successfully implementing the CREATOR model in Islamic banking.
Originality/value
This study will provide helpful policy guidelines for Islamic bank managers improve their service quality and strengthen their relationships with existing and new customers. The authors are also sure that their proposed model will add value to the ongoing service quality literature by indicating the role of operational effectiveness in increasing customer satisfaction and promoting positive WOM. |
| doi_str_mv | 10.1108/JIABR-01-2022-0017 |
| format | Article |
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This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second, the study explores the relationship between customer satisfaction, trust, loyalty and word of mouth (WOM) in Islamic banking of Pakistan.
Design/methodology/approach
The proposed model was analyzed using PLS-SEM-based approach. A total of 312 usable responses were used for data analysis.
Findings
The results indicate that all CREATOR dimensions have a significant positive impact on Islamic banks’ customer satisfaction. Similarly, this study also found a significant positive relationship between customer satisfaction, trust, loyalty and WOM. Overall, this study modified a well-established service quality framework by successfully implementing the CREATOR model in Islamic banking.
Originality/value
This study will provide helpful policy guidelines for Islamic bank managers improve their service quality and strengthen their relationships with existing and new customers. The authors are also sure that their proposed model will add value to the ongoing service quality literature by indicating the role of operational effectiveness in increasing customer satisfaction and promoting positive WOM.</description><identifier>ISSN: 1759-0817</identifier><identifier>EISSN: 1759-0825</identifier><identifier>EISSN: 1759-0817</identifier><identifier>DOI: 10.1108/JIABR-01-2022-0017</identifier><language>eng</language><publisher>Bingley: Emerald Publishing Limited</publisher><subject>Banking industry ; Brand loyalty ; Competition ; Competitive advantage ; Customer satisfaction ; Customer services ; Empathy ; Financial services ; Islamic financing ; Market shares ; Quality of service ; Success</subject><ispartof>Journal of Islamic accounting and business research, 2023-06, Vol.14 (5), p.740-766</ispartof><rights>Emerald Publishing Limited</rights><rights>Emerald Publishing Limited.</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c423t-9172ea8db7cc312e469504efd9ed3a0bef51e3d0cc574236515b3d2e5ca7969d3</citedby><cites>FETCH-LOGICAL-c423t-9172ea8db7cc312e469504efd9ed3a0bef51e3d0cc574236515b3d2e5ca7969d3</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/JIABR-01-2022-0017/full/html$$EHTML$$P50$$Gemerald$$H</linktohtml><link.rule.ids>315,781,785,21700,27929,27930,53249</link.rule.ids></links><search><creatorcontrib>Khan, Sadia Mehfooz</creatorcontrib><creatorcontrib>Ali, Muhammad</creatorcontrib><creatorcontrib>Puah, Chin-Hong</creatorcontrib><creatorcontrib>Amin, Hanudin</creatorcontrib><creatorcontrib>Mubarak, Muhammad Shujaat</creatorcontrib><title>Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model</title><title>Journal of Islamic accounting and business research</title><description>Purpose
This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second, the study explores the relationship between customer satisfaction, trust, loyalty and word of mouth (WOM) in Islamic banking of Pakistan.
Design/methodology/approach
The proposed model was analyzed using PLS-SEM-based approach. A total of 312 usable responses were used for data analysis.
Findings
The results indicate that all CREATOR dimensions have a significant positive impact on Islamic banks’ customer satisfaction. Similarly, this study also found a significant positive relationship between customer satisfaction, trust, loyalty and WOM. Overall, this study modified a well-established service quality framework by successfully implementing the CREATOR model in Islamic banking.
Originality/value
This study will provide helpful policy guidelines for Islamic bank managers improve their service quality and strengthen their relationships with existing and new customers. The authors are also sure that their proposed model will add value to the ongoing service quality literature by indicating the role of operational effectiveness in increasing customer satisfaction and promoting positive WOM.</description><subject>Banking industry</subject><subject>Brand loyalty</subject><subject>Competition</subject><subject>Competitive advantage</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Empathy</subject><subject>Financial services</subject><subject>Islamic financing</subject><subject>Market shares</subject><subject>Quality of service</subject><subject>Success</subject><issn>1759-0817</issn><issn>1759-0825</issn><issn>1759-0817</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2023</creationdate><recordtype>article</recordtype><sourceid>AFKRA</sourceid><sourceid>BENPR</sourceid><sourceid>CCPQU</sourceid><sourceid>DWQXO</sourceid><recordid>eNptkV9LwzAUxYMoOOa-gE8BX1fNn6ZpfZtj6mQwGBMfQ5qkrLNtZpIi-_ZmbiiC9-VeDufcC78LwDVGtxij_O5lPnlYJQgnBBGSIIT5GRhgzooE5YSd_8yYX4KR91sUi5I8y9MBeJv7Rra1gqXs3qHqfbCtcdDLUPtKqlDbbgyDi_oYNnYvm7CHstPw0zoNbQVb24fNPQwbA6er2WS9XEVJm-YKXFSy8WZ06kPw-jhbT5-TxfJpPp0sEpUSGpICc2JkrkuuFMXEpFnBUGoqXRhNJSpNxbChGinFeAxkDLOSamKYkrzICk2H4Oa4d-fsR298EFvbuy6eFCQnJMVFhnh0kaNLOeu9M5XYubqVbi8wEgeG4puhQFgcGIoDwxiCx5BRtqv9byRnlJI0y2i04JMlQpON_n_tn9fQL8FzfIU</recordid><startdate>20230606</startdate><enddate>20230606</enddate><creator>Khan, Sadia Mehfooz</creator><creator>Ali, Muhammad</creator><creator>Puah, Chin-Hong</creator><creator>Amin, Hanudin</creator><creator>Mubarak, Muhammad Shujaat</creator><general>Emerald Publishing Limited</general><general>Emerald Group Publishing Limited</general><scope>OQ6</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>7X1</scope><scope>7XB</scope><scope>AFKRA</scope><scope>ANIOZ</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>K6~</scope><scope>L.-</scope><scope>PQBIZ</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>Q9U</scope></search><sort><creationdate>20230606</creationdate><title>Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model</title><author>Khan, Sadia Mehfooz ; Ali, Muhammad ; Puah, Chin-Hong ; Amin, Hanudin ; Mubarak, Muhammad Shujaat</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c423t-9172ea8db7cc312e469504efd9ed3a0bef51e3d0cc574236515b3d2e5ca7969d3</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2023</creationdate><topic>Banking industry</topic><topic>Brand loyalty</topic><topic>Competition</topic><topic>Competitive advantage</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Empathy</topic><topic>Financial services</topic><topic>Islamic financing</topic><topic>Market shares</topic><topic>Quality of service</topic><topic>Success</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Khan, Sadia Mehfooz</creatorcontrib><creatorcontrib>Ali, Muhammad</creatorcontrib><creatorcontrib>Puah, Chin-Hong</creatorcontrib><creatorcontrib>Amin, Hanudin</creatorcontrib><creatorcontrib>Mubarak, Muhammad Shujaat</creatorcontrib><collection>ECONIS</collection><collection>CrossRef</collection><collection>Accounting & Tax Database</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ProQuest Central UK/Ireland</collection><collection>Accounting, Tax & Banking Collection (ProQuest)</collection><collection>ProQuest Central</collection><collection>Business Premium Collection</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central</collection><collection>ProQuest Business Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ProQuest One Business</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest Central Basic</collection><jtitle>Journal of Islamic accounting and business research</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Khan, Sadia Mehfooz</au><au>Ali, Muhammad</au><au>Puah, Chin-Hong</au><au>Amin, Hanudin</au><au>Mubarak, Muhammad Shujaat</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model</atitle><jtitle>Journal of Islamic accounting and business research</jtitle><date>2023-06-06</date><risdate>2023</risdate><volume>14</volume><issue>5</issue><spage>740</spage><epage>766</epage><pages>740-766</pages><issn>1759-0817</issn><eissn>1759-0825</eissn><eissn>1759-0817</eissn><abstract>Purpose
This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second, the study explores the relationship between customer satisfaction, trust, loyalty and word of mouth (WOM) in Islamic banking of Pakistan.
Design/methodology/approach
The proposed model was analyzed using PLS-SEM-based approach. A total of 312 usable responses were used for data analysis.
Findings
The results indicate that all CREATOR dimensions have a significant positive impact on Islamic banks’ customer satisfaction. Similarly, this study also found a significant positive relationship between customer satisfaction, trust, loyalty and WOM. Overall, this study modified a well-established service quality framework by successfully implementing the CREATOR model in Islamic banking.
Originality/value
This study will provide helpful policy guidelines for Islamic bank managers improve their service quality and strengthen their relationships with existing and new customers. The authors are also sure that their proposed model will add value to the ongoing service quality literature by indicating the role of operational effectiveness in increasing customer satisfaction and promoting positive WOM.</abstract><cop>Bingley</cop><pub>Emerald Publishing Limited</pub><doi>10.1108/JIABR-01-2022-0017</doi><tpages>27</tpages></addata></record> |
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| identifier | ISSN: 1759-0817 |
| ispartof | Journal of Islamic accounting and business research, 2023-06, Vol.14 (5), p.740-766 |
| issn | 1759-0817 1759-0825 1759-0817 |
| language | eng |
| recordid | cdi_proquest_journals_2822419607 |
| source | Emerald Insight |
| subjects | Banking industry Brand loyalty Competition Competitive advantage Customer satisfaction Customer services Empathy Financial services Islamic financing Market shares Quality of service Success |
| title | Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model |
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