Islamic banking service innovation in customer co-creation: its impact on customer trust, satisfaction, and loyalty

Asnawi, Nur and Setyaningsih, Nina Dwi (2021) Islamic banking service innovation in customer co-creation: its impact on customer trust, satisfaction, and loyalty. Journal of Southwest Jiaotong University, 56 (2). pp. 65-82. ISSN 0258-2724

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Abstract

This study examines the impact of co-creation on customer trust, satisfaction, and loyalty in the context of Islamic banks, the relationship between co-creation and customer satisfaction and loyalty mediated by trust and customer satisfaction. 379 Islamic bank customers data were analyzed using variance-based structural equation modeling to test the nine hypotheses proposed. The study results found that customer co-creation positively influences customer trust and satisfaction, which further implicates loyalty. However, surprisingly co-creation does not affect Islamic bank customer loyalty. Islamic bank managers in Indonesia need to involve customers to participate in value co-creation. Because Islamic bank's customer loyalty relationship with co-creation is mediated in full by trust and satisfaction, this research is the first empirical investigation that tests customer co-creation in an integrated manner and its implications on trust, satisfaction, and customer loyalty in the Islamic bank industry.

Item Type: Journal Article
Keywords: Customer Co-Creation, Satisfaction, Trust, Loyalty, Islamic Banking Service
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150501 Consumer-Oriented Product or Service Development
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing
Divisions: Faculty of Economics > Department of Management
Depositing User: Mufid Mufid
Date Deposited: 04 Jun 2021 09:46

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