American Journal of Business and Society
Articles Information
American Journal of Business and Society, Vol.1, No.3, Sep. 2016, Pub. Date: Aug. 5, 2016
Impact of Customer Satisfaction on Image, Trust, Loyalty and the Customer Switching Behavior in Conventional and Islamic Banking: Evidence from Pakistan
Pages: 154-165 Views: 1586 Downloads: 5261
Authors
[01] Tooba Arshad, Hailey College of Commerce, University of the Punjab, Lahore, Pakistan.
[02] Rubab Zahra, Hailey College of Commerce, University of the Punjab, Lahore, Pakistan.
[03] Umar Draz, Hailey College of Commerce, University of the Punjab, Lahore, Pakistan.
Abstract
The purpose of this study is to investigate customer satisfaction and its effect on image, trust, loyalty and customer switching behavior differentiation for Islamic and Conventional Banks. The study uses data from Islamic and Conventional banks. The results specify that there is an effect of customer satisfaction on image, image has an effect on trust, trust has an effect on customer loyalty, and reputation factor also has an effect on customer switching behavior for conventional bank customers. Furthermore, there is no effect of customer satisfaction on trust for conventional bank customers. The results identify that image has an effect on trust and customer loyalty, trust has an effect on customer loyalty. Moreover, customer satisfaction has no effect on image, trust and loyalty and customer satisfaction has no effect on switching behavior for Islamic bank customers.
Keywords
Customer Satisfaction, Image, Trust, Customer Loyalty, Customer Switching Behavior, Reputation Factor, Customer Commitment, Conventional Banks, Islamic Banks, Pakistan
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