Dataset Information

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

ABSTRACT: 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.

SUBMITTER: Rahman MK

PROVIDER: S-EPMC9858845 | biostudies-literature | 2023

REPOSITORIES: biostudies-literature

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

Rahman Muhammad Khalilur MK Hoque Muhammad Nazmul MN Yusuf Sharifah Norzehan Syed SNS Yusoff Mohd Nor Hakimin Bin MNHB Begum Farhana F

PloS one 20230120 1

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 secur ...[more]

PMID: 36662905

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Project description:BackgroundElectronic pharmacy (e-pharmacy) services are growing rapidly, offering increased accessibility, privacy, and value. Understanding e-pharmacy customer satisfaction, attitudes, and perceptions in Saudi Arabia is crucial for improving the services and enhancing health outcomes. This study aims to examine customers' perceptions, preferences, satisfaction, and experiences with electronic pharmacy services, including community pharmacy e-commerce.MethodsA quantitative cross-sectional design was utilized and conducted in Saudi Arabia. A self-administered online questionnaire was distributed via social media, and convenience sampling was used to collect data from December 2022 to January 2023. The questionnaire was adapted from validated academic questionnaires and consisted of five sections. The online form data was retrieved and analyzed using the IBM SPSS Statistics program.ResultsThe sample comprised 351 respondents, most of whom were Saudi citizens (90.3%), aged 41-60 years (36.5%), and non-healthcare professionals (35%). Of the participants, 256 (72.93%) were aware of e-pharmacies. Younger participants and those with higher education levels were more aware of e-pharmacies (p < 0.05), with no significant effect of gender or nationality on awareness. Positive perceptions of e-pharmacies exist, but there is limited knowledge about individualized care services (61.8% uncertain). Of the participants, 134 (38.17%) had never used e-pharmacies, and only 24.2% preferred buying medications online, while 75.8% favored physical pharmacies. On a Likert Scale, participants reported moderate levels of satisfaction with e-pharmacies' values/prices and delivery speeds. Many e-pharmacy customers had a positive experience (only 1.1% negative). The findings reveal that service quality, product availability, perceived value, and price could be the potential factors that affect customer satisfaction. Moreover, these factors, along with the provision of personalized care, could shape customers' attitudes toward and perceptions of e-pharmacy.ConclusionsThere is potential for development in e-pharmacy services as seen by the persistence of a preference for traditional pharmacies despite moderate satisfaction ratings. To increase customer satisfaction in Saudi Arabia, we recommend improving personalized care services by raising awareness about e-pharmacy benefits to improve customer satisfaction and adoption.

Project description:The importance of CSR in today's business environment cannot be ignored, especially more and more enterprises realize that when consumers perceive CSR, it will affect consumer behavior and then affect corporate efficiency and reputation. With the widespread application of social media, corporate social responsibility behaviors are easy to be participated and discussed by consumers on the Internet, forming electronic word-of-mouth. Therefore, this paper discusses the influence of electronic word-of-mouth between CSR and consumer satisfaction, taking China's largest Internet enterprise Tencent and its consumers and users as the research object. The overall purpose of this study is to explore the mediating role of electronic word-of-mouth in CSR and consumer satisfaction. This study uses Stimulus-Organism-Response (SOR) theory as the theoretical framework to explain the relationship between CSR initiatives, eWOM and consumer satisfaction. Using the quantitative method of questionnaire survey, taking China's enterprise Tencent as an example, a total of 490 valid questionnaires from Tencent WeChat users from four different levels of cities were received. The PLS-SEM model was used to deeply study the impact of CSR on consumer satisfaction and electronic word-of-mouth. The study found that philanthropic responsibility has a significant impact on consumer satisfaction, but environmental responsibility has no significant impact on satisfaction. At the same time, electronic word-of-mouth plays a key mediating role between the dimension of charitable responsibility and consumer satisfaction, but there is no mediating relationship between the dimension of environmental responsibility and consumer satisfaction. This study is beneficial to other enterprises in the formulation and planning of social responsibility, helps enterprises better understand consumer demands under different CSR dimensions, and provides a useful reference for the formulation of more accurate CSR strategies.

Dataset Information

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

Publications

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

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