Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

Wahid, Nabsiah Abdul; Ismail, Ishak

doi:10.21315/aamj2017.22.1.6

Cited by 2 publications

(1 citation statement)

References 63 publications

(104 reference statements)

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“…Robinson and Phuong (2015) suggested that every unique culture of the organisation should follow unique approaches of CI to ensure improvement in quality. Wahid and Ismail (2017) conducted a study to identify the antecedents for relationship quality model that would help the organisations to increase the quality of their services. They found out that positive emotional expression (PEE) acts as the antecedent to relationship quality (RQ) while RQ is positively linked to the word-of-mouth (WOM) and share-of-purchase (SOP) outcomes that helps the organisations to attract and satisfy the customers through quality services (Wahid & Ismail, 2017).…”

Section: Conventional Approaches To Continuous Quality Improvementmentioning

confidence: 99%

A New Model of Continuous Improvement in Total Quality Management from an Islamic Perspective

Afrin

Islam

Fontaine

et al. 2019

AAMJ

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M. (2019). A new model of continuous improvement in total quality management from an Islamic perspective.ABSTRACT Continuous improvement in products/services is a vital element of total quality management (TQM). To strengthen competitive advantage in the market, organisations must continuously improve quality of products and services. Whether this process is termed as Jidoka, Kaizen, PDSA, 5-S, Six Sigma, or JIT, the purpose is to continually improve product/service quality or process quality. However, these models focus solely on mundane benefits. Developing a model of continuous improvement from an Islamic perspective is the major objective of this study. By nature, the study is an exploratory one and theoretically based on library research and is rooted in the Qur'ān and Sunnah. The major outcome of this research is development of a new model of continuous improvement, named NAMS cycle. This cycle is composed of four inter-related components: al-Nīyyah bi al-Ikhlās, al-'Amal, al-Muḫāsaba, and al-Ṣhukr. Having the initial letters of the components the model Afroza Bulbul Afrin et al. 130 is named. In turn, each component consists of a number of elements, for example al-Nīyyah bi al-Ikhlās consists of intention, objectives, and planning. Organisations have to fulfil two prerequisites for successful implementation of the model in their premises which are top management commitment and strongly motivated work team.

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Section: Conventional Approaches To Continuous Quality Improvementmentioning

confidence: 99%

A New Model of Continuous Improvement in Total Quality Management from an Islamic Perspective

Afrin

Islam

Fontaine

et al. 2019

AAMJ

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What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia

Cheng²,

Hussein

2019

IJBM

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Purpose The purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers – interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks. Design/methodology/approach The data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia. Findings Interaction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty. Practical implications The results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty. Originality/value This paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.

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Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

Abstract: To cite this article: Syafrizal, Abdul Wahid, N., and Ismail, I. (2017). Identifying the antecedents for relationship quality model and its outcomes for priority banking customers in Indonesia.

Cited by 2 publications

References 63 publications

A New Model of Continuous Improvement in Total Quality Management from an Islamic Perspective

A New Model of Continuous Improvement in Total Quality Management from an Islamic Perspective

What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia

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