Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions
Article
Iqbal, Kamran, Munawar, Hafiz Suliman, Inam, Hina and Qayyum, Siddra. 2021. "Promoting Customer Loyalty and Satisfaction in Financial
Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions." Sustainability. 13 (23), pp. 1-20. https://doi.org/10.3390/su132312951
| Article Title | Promoting Customer Loyalty and Satisfaction in Financial |
|---|---|
| ERA Journal ID | 41498 |
| Article Category | Article |
| Authors | Iqbal, Kamran, Munawar, Hafiz Suliman, Inam, Hina and Qayyum, Siddra |
| Journal Title | Sustainability |
| Journal Citation | 13 (23), pp. 1-20 |
| Article Number | 12951 |
| Number of Pages | 20 |
| Year | 2021 |
| Publisher | MDPI AG |
| Place of Publication | Switzerland |
| ISSN | 2071-1050 |
| Digital Object Identifier (DOI) | https://doi.org/10.3390/su132312951 |
| Web Address (URL) | https://www.mdpi.com/2071-1050/13/23/12951 |
| Abstract | This study examines the effects of quality of service, product awareness, and perceptions among customers of Islamic financial institutions (IFIs) on customer loyalty through technology integration using customer satisfaction as a mediator. A well-structured, comprehensive questionnaire was developed and data were collected from 203 respondents who were customers of six IFIs in Pakistan and had at least 2 years of experience in dealing confiorm this is correct with these IFIs. A total of 171 accurate responses were received from the respondents. Ten hypotheses were developed and statistically verified using regression and correlation analytical techniques. The results reveal that the quality of customer services and awareness of IFIs had a direct and positive relationship with customer loyalty, which in turn was mediated by customer satisfaction. Perceptions about IFIs had a direct positive relation with customer satisfaction. However, the relation of perceptions and quality of service with customer loyalty and satisfaction in financial institutions through technology integration was found to be insignificant, even in the presence of customer satisfaction as a mediator. |
| Keywords | Customer perceptions; Customer satisfaction; IFIs’ performance; Islamic financial institutions (IFIs); Quality of service |
| Byline Affiliations | National University of Sciences and Technology, Pakistan |
| University of New South Wales | |
| Library Services |
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