Factors Influence Customer Loyalty in Kuwait Islamic Banks: An Exploratory Study

Download: PDF

Abstract

Protecting market share against rival firms is more important than ever due to the decline in market growth rate and the increase in the competition. The main requirement for protecting market share is to create loyal customers. Therefore, the main objective of this paper is to examine interrelationships between service quality, emotional satisfaction, and image on loyalty of Islamic bank customers. By using online survey‚ data of this study were collected from 600 Kuwait Islamic banking customers. The finding shows that emotional satisfaction is the only significant variable affecting the loyalty. This study provides useful information for Kuwait policy makers and bankers on how to improve loyalty of customers in Islamic banks which in turn increases the profitability of the banks.

Keywords: Islamic Banking, Kuwait, customer loyalty, customer satisfaction, switching behavior

Citation:

Abduh, M. and Alobaad, A. (2015). Factors Influence Customer Loyalty in Kuwait Islamic Banks: An Exploratory Study. Journal of Islamic Economics, Banking and Finance. Vol. 11, No. 3, pp. 167-178.

Leave a Reply

Your email address will not be published. Required fields are marked *