Service quality effect on satisfaction and word of mouth in insurance industry

Pourkiani, Masoud; Chegini, Mehrdad Goudarzvand; Yousefi, Samin; Madahian, Shiva

doi:10.5267/j.msl.2014.7.006

Cited by 10 publications

(5 citation statements)

References 14 publications

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“…This aligns with previous research highlighting the significance of word-of-mouth (WOM) in influencing customer purchasing decisions [18]. Customer satisfaction also plays a vital role in recommendations and is shaped by the customer's perception of high-quality service performance [19]. Service quality, as an indicator of customer satisfaction, can contribute to positive WOM [20].…”

Section: Discussionsupporting

confidence: 87%

Digital Marketing Strategy to Attract New Customer for Dental Clinic (Case Study: Bandung Dental Center)

Nabilla¹,

Arief²

2023

ijcsrr

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Recently, there has been a growing interest in online marketing within the healthcare industry, including dental care. Utilizing the internet and social media platforms has become crucial for reaching the target audience effectively. While positive word-of-mouth remains significant for dental clinics, having a strong online presence and an appealing website can greatly contribute to attracting new patients. Bandung Dental Centre aims to enhance its services and compete with other clinics through digital marketing. The general manager of Bandung Dental Centre expressed dissatisfaction with the clinic’s performance, observing a decline in the number of patients which has resulted in stagnant revenue growth. The author conducted a survey among 52 customers to evaluate the influence of the internet and social media on their decision to visit dental clinics. The survey results highlight customer service as the most influential variable, while the clinic’s reputation and dentists had a negative impact on customers. Therefore, these aspects require evaluation and improvement. The author provides recommendations to enhance Bandung Dental Centre’s digital marketing strategy, including Instagram Optimization, SEO improvement, Google Maps optimization, and the possibility of hiring a digital marketing agency. Furthermore, an implementation plan was developed to guide BDC staff in executing these strategies, even without a specific budget for hiring a digital marketing agency.

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Section: Discussionsupporting

confidence: 87%

Digital Marketing Strategy to Attract New Customer for Dental Clinic (Case Study: Bandung Dental Center)

Nabilla¹,

Arief²

2023

ijcsrr

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“…PLS is a bank's commitment to sharia components as proof of its conformity with sharia standards. As a driver of contact with Islamic financial institutions, the compliance of Islamic banks in all products and services given to consumers is a critical component (Erol and El-Bdour 1989;Metawa and Almossawi 1998;Kamiyama and Kashiwagi 2019;Ullah et al 2018;Ullah and Lee 2016;Pourkiani et al 2014). Thus, considering that PLS is a context factor, we argue that it could moderate the existing relationship between attitudes and behavioral intention and subjective norms and behavioral intention.…”

Section: Moderating Role Of Profit-loss Sharingmentioning

confidence: 94%

Millennial Generation’s Islamic Banking Behavioral Intention: The Moderating Role of Profit-Loss Sharing, Perceived Financial Risk, Knowledge of Riba, and Marketing Relationship

Asyari

Hoque

Hassan

et al. 2022

JRFM

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Despite tons of studies on Islamic banking (IB) behavior, there is a lack of understanding of the Millennial generation’s attitude to and subjective norms surrounding Islamic banking, as well as of their behavioral intention toward Islamic banking. Therefore, the present study investigates the influence of the Millennial generation’s attitude and subjective norms on their behavioral intention toward Islamic banking products and services. This study also focuses on the moderating roles of profit-loss sharing, perceived financial risk, knowledge of riba, and relationship marketing on the nexus of antecedent and behavioral intent of Islamic banking. This study has developed a conceptual framework, employed a questionnaire to collect data for understudying relationships, and constructed a predictive model. Within the proposed conceptual framework, structural equation modeling is employed to investigate the extent and direction of the link. We discovered that Millennial generation consumers’ attitudes and subjective norms influence and predict their behavioral intention towards Islamic banking. With the exception of perceived financial risk, all moderators have direct effects on behavior intention toward Islamic banking and could be antecedents of behavior intention toward Islamic banking. Profit-and-loss sharing and knowledge of riba moderate the nexus of attitude and behavioral intention and the nexus of subject norms and behavioral intention. Our findings thus extend the literature on Islamic banking and consumer behavior context.

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“…Islamic bank customer loyalty is influenced by customer satisfaction. (Hidayat et al 2015, 151-164) To explain the influence of service quality, customer trust and commitment to Service quality theory (Cronin & Taylor 1992, 57) (Wijaya et al 2017, 417-426) To analyze the factors that influence the satisfaction and loyalty of Islamic bank Theory of banking service quality (Pourkiani et al 2014(Pourkiani et al , 1774(Pourkiani et al -1775 (Tabrani et al 2018, 828-848) To examine the effect of trust in increasing customer loyalty, and to examine the mediating role of customer commitment and intimacy in the relationship between trust and customer loyalty.…”

Section: Differencesmentioning

confidence: 99%

ISLAMIC BANK CUSTOMER LOYALTY: An Analysis of Griffin's Theory and Relevant Research

Subagiyo

Mutafarida

Asiyah

et al. 2022

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The study discusses the indicator of customer loyalty of Islamic banks according to Griffin's perspective and several relevant studies. The problems solved in this study are 1) what is the indicator of customer loyalty of Islamic banks according to Griffin? 2) what is the indicator of customer loyalty of Islamic banks according to some relevant studies? and 3) how is the comparison of Islamic bank customer loyalty indicators according to Griffin and other relevant studies? Based on the theoretical assumption, a customer is considered loyal if he/she makes regular purchase in a certain time interval. This study utilizes descriptive qualitative research with a library research approach. Deduction and comparative are done in analysis technique. Griffin’s theory focuses on behavioral and attitudinal approach. Meanwhile, other relevant research studies emphasize more on physical things, the availability of banking facilities and infrastructure. They also classified the loyalty into affective, conative, and action loyalty. There is a difference in Griffin’s theory and other studies, that customer loyalty is influenced by maqâs{id al-sharî'ah. It means that the customer loyalty is determined by satisfactory level referring to sharia values.

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Service quality effect on satisfaction and word of mouth in insurance industry

Cited by 10 publications

References 14 publications

Digital Marketing Strategy to Attract New Customer for Dental Clinic (Case Study: Bandung Dental Center)

Digital Marketing Strategy to Attract New Customer for Dental Clinic (Case Study: Bandung Dental Center)

Millennial Generation’s Islamic Banking Behavioral Intention: The Moderating Role of Profit-Loss Sharing, Perceived Financial Risk, Knowledge of Riba, and Marketing Relationship

ISLAMIC BANK CUSTOMER LOYALTY: An Analysis of Griffin's Theory and Relevant Research

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