Critical Role of Fear of Divine Punishment in Customer Loyalty of Islamic Banks

  • Rehman Javaid Limkokwing University of Creative Technology, Cyberjaya, Malaysia
  • Irfan Haider Shakri Edith Cowan University, Western Australia
  • Muhammad Haris Khan Department of Business Administration, University of the Punjab, Lahore
Keywords: Islamic Ethical Behavior, Customer Loyalty, Fear of Divine Punishment, Customer Trust, Customer Satisfaction.

Abstract

divine punishment transforms the behavior of customers of Islamic banking to comply to the principles of ethics. This study surveys how this divine punishment can impact the relationship between Islamic ethical behavior and customer loyalty of Islamic banking customers in Pakistan. The study employed cross-sectional design for data collection from customer of Islamic banks. This study collects data from 489 respondents of the Islamic banks by using pick and drop (non-probability) sampling method. Confirmatory Factor Analysis (CFA) is used to assess model quality and fitness and Structural Equation Modeling (SEM) utilized to test the hypothesis. Results revealed that Islamic ethical behavior has positive effect on customer loyalty through mediating role of customer satisfaction. Moderating role of fear of divine punishment also influence on customer loyalty of Islamic banks. The results of this study provide solid ground to Islamic banking institutions in Pakistan to draw marketing and consumer engagement strategies to further nourish their relationship with existing and potential customers alike

 

Published
2021-12-10
How to Cite
[1]
R. Javaid, I. Shakri, and M. Khan, “Critical Role of Fear of Divine Punishment in Customer Loyalty of Islamic Banks”, jmr, vol. 7, no. 2, pp. 172-192, Dec. 2021.