Cargando…

Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh

This study aims to investigate the customers’ perceptions of Islamic banking services and their impact on satisfaction and word of mouth (WOM) with others. This study designs the bootstrapping procedures using a partial least square method to test path coefficient results. Structured questionnaires...

Descripción completa

Detalles Bibliográficos
Autores principales: Rahman, Muhammad Khalilur, Hoque, Muhammad Nazmul, Yusuf, Sharifah Norzehan Syed, Yusoff, Mohd Nor Hakimin Bin, Begum, Farhana
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Public Library of Science 2023
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9858845/
https://www.ncbi.nlm.nih.gov/pubmed/36662905
http://dx.doi.org/10.1371/journal.pone.0280108
_version_ 1784874206350016512
author Rahman, Muhammad Khalilur
Hoque, Muhammad Nazmul
Yusuf, Sharifah Norzehan Syed
Yusoff, Mohd Nor Hakimin Bin
Begum, Farhana
author_facet Rahman, Muhammad Khalilur
Hoque, Muhammad Nazmul
Yusuf, Sharifah Norzehan Syed
Yusoff, Mohd Nor Hakimin Bin
Begum, Farhana
author_sort Rahman, Muhammad Khalilur
collection PubMed
description This study aims to investigate the customers’ perceptions of Islamic banking services and their impact on satisfaction and word of mouth (WOM) with others. This study designs the bootstrapping procedures using a partial least square method to test path coefficient results. Structured questionnaires were distributed among clients of Islamic banks in Dhaka city, where 377 responses were collected for data analysis. The findings revealed that there is a highly significant relationship between security and customers’ perception. Ethical responsibility and religious value have a positive and significant impact on customers’ perception whereas benefit has a negative significant impact on customers’ perception. Findings from this study also indicated that customers’ perceptions mediate the effect of ethical responsibility, religious value, benefit, and security on satisfaction. In addition, customers’ satisfaction mediates the effect of customers’ perception and WOM. These findings can promote managers of Islamic banks to build customer satisfaction and WOM with Islamic banking services, and attain competitive advantage that may lead Islamic banks to succeed in the competitive business. This study also provides new insights into customers’ WOM with others about Islamic banking services. This knowledge could assist Islamic banks to understand the customers’ perceptions that would increase satisfaction and in turn, contribute to WOM with others in determining where would be best to target marketing attention of Islamic banking services with limited resources.
format Online
Article
Text
id pubmed-9858845
institution National Center for Biotechnology Information
language English
publishDate 2023
publisher Public Library of Science
record_format MEDLINE/PubMed
spelling pubmed-98588452023-01-21 Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh Rahman, Muhammad Khalilur Hoque, Muhammad Nazmul Yusuf, Sharifah Norzehan Syed Yusoff, Mohd Nor Hakimin Bin Begum, Farhana PLoS One Research Article This study aims to investigate the customers’ perceptions of Islamic banking services and their impact on satisfaction and word of mouth (WOM) with others. This study designs the bootstrapping procedures using a partial least square method to test path coefficient results. Structured questionnaires were distributed among clients of Islamic banks in Dhaka city, where 377 responses were collected for data analysis. The findings revealed that there is a highly significant relationship between security and customers’ perception. Ethical responsibility and religious value have a positive and significant impact on customers’ perception whereas benefit has a negative significant impact on customers’ perception. Findings from this study also indicated that customers’ perceptions mediate the effect of ethical responsibility, religious value, benefit, and security on satisfaction. In addition, customers’ satisfaction mediates the effect of customers’ perception and WOM. These findings can promote managers of Islamic banks to build customer satisfaction and WOM with Islamic banking services, and attain competitive advantage that may lead Islamic banks to succeed in the competitive business. This study also provides new insights into customers’ WOM with others about Islamic banking services. This knowledge could assist Islamic banks to understand the customers’ perceptions that would increase satisfaction and in turn, contribute to WOM with others in determining where would be best to target marketing attention of Islamic banking services with limited resources. Public Library of Science 2023-01-20 /pmc/articles/PMC9858845/ /pubmed/36662905 http://dx.doi.org/10.1371/journal.pone.0280108 Text en © 2023 Rahman et al https://creativecommons.org/licenses/by/4.0/This is an open access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
spellingShingle Research Article
Rahman, Muhammad Khalilur
Hoque, Muhammad Nazmul
Yusuf, Sharifah Norzehan Syed
Yusoff, Mohd Nor Hakimin Bin
Begum, Farhana
Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh
title Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh
title_full Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh
title_fullStr Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh
title_full_unstemmed Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh
title_short Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh
title_sort do customers’ perceptions of islamic banking services predict satisfaction and word of mouth? evidence from islamic banks in bangladesh
topic Research Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9858845/
https://www.ncbi.nlm.nih.gov/pubmed/36662905
http://dx.doi.org/10.1371/journal.pone.0280108
work_keys_str_mv AT rahmanmuhammadkhalilur docustomersperceptionsofislamicbankingservicespredictsatisfactionandwordofmouthevidencefromislamicbanksinbangladesh
AT hoquemuhammadnazmul docustomersperceptionsofislamicbankingservicespredictsatisfactionandwordofmouthevidencefromislamicbanksinbangladesh
AT yusufsharifahnorzehansyed docustomersperceptionsofislamicbankingservicespredictsatisfactionandwordofmouthevidencefromislamicbanksinbangladesh
AT yusoffmohdnorhakiminbin docustomersperceptionsofislamicbankingservicespredictsatisfactionandwordofmouthevidencefromislamicbanksinbangladesh
AT begumfarhana docustomersperceptionsofislamicbankingservicespredictsatisfactionandwordofmouthevidencefromislamicbanksinbangladesh