WHAT DRIVES CONSUMER SATISFACTION IN USING ISLAMIC FINANCIAL TECHNOLOGY?
Abstract
The purpose of this study is to examine the relationship between attitude toward Islamic financial technology as specific religious attitude and consumer based brand equity as market driven variable toward consumer satisfaction in Islamic financial technology. A questionnaire was designed to collect data from users of online service of Islamic financial technology in Indonesia. Incidental sampling method was adopted to collect data from the existing users. Regression analysis was used to test the proposed research model. This study become the first research how specific religious attitudes and market driven affect the consumer satisfaction. This research is a survey-based study. Hence a representative sample is mandatory. The result show that attitude toward Islamic financial technology insignificantly influences consumer satisfaction, meanwhile the consumer based brand equity has a positive effect on consumer satisfaction.
Keywords
Full Text:
PDFReferences
Aaker, D. A. (1996). Measuring Brand Equity Across Products and Markets. California Management Review, 38(3), 102–120. https://doi.org/10.2307/41165845
Abosag, I., & Farah, M. F. (2014). The influence of religiously motivated consumer boycotts on brand image, loyalty and product judgment. European Journal of Marketing, 48(11–12), 2262–2283. https://doi.org/10.1108/EJM-12-2013-0737
Altaf, M., Iqbal, N., Sany, S. S., & Sial, M. H. (2017). Managing Consumer-Based Brand Equity through Brand Xxperience in Islamic Banking. Journal of Islamic Marketing, 8(2), 218–242. https://doi.org/10.1108/JIMA-07-2015-0048
Arner, D., Barberis, J., & Buckley, R. (2015). The Evolution of Fintech: A New Post-Crisis Paradigm? University of Hong Kong Faculty of Law Research Paper, 80(047). https://doi.org/10.1002/bjs.1800801243
Butt, M. M., & Aftab, M. (2013). Incorporating Attitude Towards Halal Banking in an Integrated Service Quality, Satisfaction, Trust and Loyalty Model in Online Islamic Banking Context. International Journal of Bank Marketing, 31(1), 6–23. https://doi.org/10.1108/02652321311292029
Cristobal, E., Flavián, C., & GuinalÃu, M. (2007). Perceived e-service Quality (PeSQ): Measurement Validation and Effects on Consumer Satisfaction and Website Loyalty. Managing Service Quality, 17(3), 317–340. https://doi.org/10.1108/09604520710744326
Dimitriades, Z. S. (2006). Customer Satisfaction, Loyalty and Commitment in Service Organizations: Some Evidence from Greece. Management Research News, 29(12), 782–800. https://doi.org/10.1108/01409170610717817
Faisal, M., Akhtar, A., & Rehman, A. (2014). Attitude of Muslims and Non-Muslims towards iIlamic Banking - An Exploratory Study in India. In Contemporary Studies in Economic and Financial Analysis (Vol. 95). Emerald Group Publishing Limited. https://doi.org/10.1108/S1569-3759(2014)0000095017
Farquhar, P. H. (1989). Managing Brand Equity. Marketing Research, September, 24–33.
Hubert, M., Blut, M., Brock, C., Backhaus, C., & Eberhardt, T. (2017). Acceptance of Smartphone-Based Mobile Shopping: Mobile Benefits, Customer Characteristics, Perceived Risks, and the Impact of Application Context. Psychology and Marketing, 34(2), 175–194. https://doi.org/10.1002/mar.20982
Istanbulluoglu, D. (2017). Complaint Handling on Social Media: The Impact of Multiple Response Times on Consumer Satisfaction. Computers in Human Behavior, 74, 72–82. https://doi.org/10.1016/j.chb.2017.04.016
Izberk-Bilgin, E. (2012). Infidel Brands: Unveiling Alternative Meanings of Global Brands at the Nexus of Globalization, Consumer Culture, and Islamism. Journal of Consumer Research, 39(4), 663–687. https://doi.org/10.1086/665413
Kim, H. B., Kim, W. G., & An, J. A. (2003). The effect of consumer-based brand equity on firms’ financial performance. Journal of Consumer Marketing, 20(4–5), 335–351. https://doi.org/10.1108/07363760310483694
Ko, W. H., & Chiu, C. P. (2008). The Relationships between Brand Attitude, Customers’ Satisfaction and Revisiting Intentions of the University Students-A Case Study of Coffee Chain Stores in Taiwan. Journal of Foodservice Business Research, 11(1), 79–95. https://doi.org/10.1080/15378020801926791
Meesala, A., & Paul, J. (2018). Service Quality, Consumer Satisfaction and Loyalty in Hospitals: Thinking for the Future. Journal of Retailing and Consumer Services, 40(July), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Nam, J., Ekinci, Y., & Whyatt, G. (2011). Brand Equity, Brand Loyalty and Consumer Satisfaction. Annals of Tourism Research, 38(3), 1009–1030. https://doi.org/10.1016/j.annals.2011.01.015
Palmié, M., Wincent, J., Parida, V., & Caglar, U. (2019). The Evolution of the Financial Technology Ecosystem: An Introduction and Agenda for Future Research on Disruptive Innovations in Ecosystems. Technological Forecasting and Social Change, 151(June), 119779. https://doi.org/10.1016/j.techfore.2019.119779
Pappu, R., & Quester, P. (2006). Does Customer Satisfaction Lead to Improved Brand Equity An Empirical Examination of Two Categories of Retail Brands. Journal of Product & Brand Management, 15(1), 4–14. https://doi.org/10.1108/10610420610650837
Parasuraman, A. (2000). Technology Readiness Index (TRI): A Multipleitem Scale To Measure Readiness To Embrace New Technologies. Journal Of Service Research, 2(4), 307–320.
Qazi, A., Tamjidyamcholo, A., Raj, R. G., Hardaker, G., & Standing, C. (2017). Assessing Consumers’ Satisfaction and Expectations through Online Opinions: Expectation and Disconfirmation Approach. Computers in Human Behavior, 75(September), 450–460. https://doi.org/10.1016/j.chb.2017.05.025
Sarkar, Abhigyan; Sarkar, J. G. (2017). Sing Hosanna for the Brands: the Process of Substituting Religion with Brand. Society and Business Review, 12(1), 33–45.
Torres, P., Augusto, G., & Lisboa, J. (2015). Determining the Causal Relationships that Affect Consumer-based Brand Equity: The Mediating effect of Brand Loyalty. Marketing Intelligence & Planning, 33(6), 413–435.
Yoo, B., & Donthu, N. (2001). Developing and Validating a Multidimensional Consumer-Based Brand Equity Scale. Journal of Business Research, 52(1), 1–14. https://doi.org/10.1016/S0148-2963(99)00098-3
Zeithaml, V. A. (2012). Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2–22.
DOI: http://dx.doi.org/10.30659/ijibe.6.1.27-36
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
IJIBE (International Journal of Islamic Business Ethics) has been Indexed by
