Exploring the drivers of social media marketing in Malaysian Islamic banks

Thaker, Hassanudin Mohd Thas; Khaliq, Ahmad; Mand, Abdollah Ah; Hussain, Hafezali Iqbal; Thaker, Mohamed Asmy Mohd Thas; Pitchay, Anwar Allah

doi:10.1108/jima-05-2019-0095

Cited by 41 publications

(33 citation statements)

References 81 publications

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“…Moreover, Table 1 reported that there is one respondent who is more than 59 years old. This result is in line with a previous study conducted by Mohd Thas Thaker et al (2020), which stated that youngsters become potential customers in using Islamic bank's products because they actively engage in social media.…”

Section: Respondents' Demographicsupporting

confidence: 92%

Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

Fianto

Rahmawati

Supriani

2021

JEKI

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Purpose -This study investigates the influential factors of mobile banking service quality dimension (enjoyment, security, ease, design, and application system) of Indonesian Islamic banks toward customer satisfaction.Methodology -This study uses 100 respondents who are Islamic mobile banking users in Indonesia and applies the Partial Least Square for Structural Equation Modeling (PLS-SEM) approach.Findings -This study reveals that the enjoyment, security, design, and application system of Islamic mobile banks significantly impact customer satisfaction. This study suggests that Islamic banks should pay more attention to increasing their mobile banking application systems, which is the most crucial factor influencing customer satisfaction.Research limitations -This study is limited to the sample of five top Islamic banks' customers in Indonesia with 100 respondents. Thus, the result of this study cannot be generalized to other countries. Practical implications -The findings offer valuable insights intoIslamic banks about improving their mobile banking services' quality to gain more satisfied customers, which benefited their financial and non-financial performances.Originality -This study specifically involved users of Islamic mobile banking from five Islamic banks, received the Top Brand Award in 2019. Therefore, this study provides significant guidelines for the rest of the Islamic banks in Indonesia to improve their customer satisfaction using mobile banking by referring to the Top 5 Brand Award.

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Section: Respondents' Demographicsupporting

confidence: 92%

Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

Fianto

Rahmawati

Supriani

2021

JEKI

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“…Past studies have verified that behavioral intention is a valid indicator for customers' intention to select Islamic credit cards (Ali, Raza & Puah, 2017). To use online Islamic banking services (Mansour, Eljelly & Abdullah, 2016), to Adopt/use Islamic banking (Ayyub et al, 2019;Charag, Fazili & Bashir, 2019;Hoque et al, 2019;Kaabachi & Obeid, 2016;Thaker et al, 2019b) to buy Islamic banking products and services (Hoque, Nik Hashim & Azmi, 2018;Maryam, Mehmood & Khaliq, 2019;Thaker et al, 2020a), and customer loyalty towards Islamic banking (Suhartanto et al, 2019b).…”

Section: Behavioural Intention Toward Islamic Banksmentioning

confidence: 99%

“…Scholars have focused on determinants of consumers' behavioural intention toward Islamic banking in varying degrees. For example, Thaker et al (2020a), in their survey on 360 social media users in Malaysia, found that perceived relevance, informativeness and perceived expectancy have a significant relationship with the behavioural intention of Islamic banking products via a social media platform. In another survey in Malaysia, Hoque et al (2019) used a sample of 273 respondents and found that customer-bank relationships are essential determinants of customers' behavioural intention in Islamic banking.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Given that, customers' behavioural intention toward Islamic banks needs to be better understood and analysed to ensure customer's expectations are better. Meanwhile, it is often less understood how Islamic banks, through marketing activities, can attract customers and shaping their behavioural intention toward Islamic banks (c.f., Albaity and Rahman, 2019;Kaakeh, Hassan & Almazor, 2019;Thaker et al, 2020aThaker et al, , 2020bThaker et al, 2019b). Thus, Islamic banks must understand how their marketing activities, products and services influence consumers' behavioural intentions toward Islamic banks' products and services (Hoque et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

“…With the remarkable potential of Islamic banking adoption into the banking industry, many studies in the literature analyse customers' behavioural intention factors, and the debate is what drives customers' behavioural intention toward Islamic banking, using qualitative and quantitative methods. Many studies have used various theories to explain the customers' behavioural intention toward Islamic banking services (e.g., Albaity and Rahman, 2019;Haider, Kaabachi & Obeid, 2016;Suhartanto et al, 2019b;Thaker et al, 2020a). Among these theories are the Extended technology acceptance model (ETAM), unified theory of acceptance and use of technology (UTAUT) and religiosity-behaviour model.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Untitled

2021

IJO-BS

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Current literature shows that Islamic banks need to develop favourable customer's behavioural intentions, which is imperative as they could positively impact banks results. Thus, behavioural intention is a commonly applied concept to measure consumers' possibility to repurchase, use or adopt Islamic banking. This concept is a relatively accurate predictor of customer retention and defection. In the same vein, literature has recognized and provided compelling arguments that sharia' compliance is an essential driver for consumer's behavioural intention toward Islamic banking. However, just a few studies have examined the drivers of customers' behavioural intention toward Islamic banking products. Moreover, the literature lacks addressing the role of sharia' compliance to behavioural intention toward Islamic banking, which has been ignored. This conceptual paper puts forth a research model using technology acceptance dimensions and sharia' compliance to examine their influence on behavioural intention toward Islamic banks.

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Cashless society, e‐wallets and continuous adoption

et al. 2022

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This study attempts to investigate the factors affecting e-wallet adoption intention in Malaysia, which considered a central pushforward in imagining a cashless society. A theoretical framework adapting an extended Unified Theory of Acceptance and Use of Technology (UTAUT2) with two additional constructs, trust and perceived security was applied to investigate the effects on behavioural intention to adopt e-wallet electronic payment system, and the data was collected using questionnaires which correlates to 171 respondents. Partial lest squares equation structural modelling (PLS-SEM) was employed for data analysis. The result revealed that performance expectancy, social influence, hedonic motivation, trust, facilitating condition and habit constructs influence the behavioural intention to continuously adopt 'e-wallet' electronic payment system. On other hand, remarkably the perceived security construct portrays to have no significant influence which suggested that users are seemingly well inclined in policies that were executed by financial institutions which govern information's security. The finding should lead some practically and theoretically implications, chiefly elucidating some sustenance in achieving the cashless society imaginary.

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Exploring the drivers of social media marketing in Malaysian Islamic banks

Cited by 41 publications

References 81 publications

Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

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Cashless society, e‐wallets and continuous adoption

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