Switching intentions of Islamic banking customers

relations result in customer loyalty. However, making these relationships successful in achieving this aim is difficult. Liberalization efforts by the Malaysian government has allowed for foreign equity participation for Islamic banking and Islamic insurance, making competition among banks in Malaysia offering Islamic banking services more intense. The primary objective of this study is to examine how corporate image, service quality, and customer perceived value affect relationship quality and subsequently switching intention among Islamic banking customers in a dual banking environment.Therefore, a framework was developed to examine in a single model the relationship between relationship quality and switching intention among Islamic banking customers in Malaysia. Structural equation modeling was conducted to test all hypotheses in the study. Findings of this study show perceived value to be highly associated with relationship quality while corporate image and service quality did not influence relationship quality.

Autorentext

Nor Hashima Hashim is currently a senior lecturer at the Faculty of Business Management University Technology MARA (UiTM), Shah Alam, Malaysia and is currently attached to the Center for Marketing, Retail & Entrepreneurship. Her research interests include service marketing, relationship marketing and consumer behavior.