Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

Kamran Iqbal, Hafiz Suliman Munawar, Hina Inam and Siddra Qayyum
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Kamran Iqbal: Assistant Controller Exam, Registrar Directorate, National University of Sciences & Technology (NUST), Islamabad 44000, Pakistan
Hafiz Suliman Munawar: School of the Built Environment, University of New South Wales, Sydney 2052, Australia
Hina Inam: Department of Electrical Engineering, College of Electrical and Mechanical Engineering, National University of Sciences & Technology (NUST), Islamabad 44000, Pakistan
Siddra Qayyum: School of the Built Environment, University of New South Wales, Sydney 2052, Australia

Sustainability, 2021, vol. 13, issue 23, 1-20

Abstract: This study examines the effects of quality of service, product awareness, and perceptions among customers of Islamic financial institutions (IFIs) on customer loyalty through technology integration using customer satisfaction as a mediator. A well-structured, comprehensive questionnaire was developed and data were collected from 203 respondents who were customers of six IFIs in Pakistan and had at least 2 years of experience in dealing confiorm this is correct with these IFIs. A total of 171 accurate responses were received from the respondents. Ten hypotheses were developed and statistically verified using regression and correlation analytical techniques. The results reveal that the quality of customer services and awareness of IFIs had a direct and positive relationship with customer loyalty, which in turn was mediated by customer satisfaction. Perceptions about IFIs had a direct positive relation with customer satisfaction. However, the relation of perceptions and quality of service with customer loyalty and satisfaction in financial institutions through technology integration was found to be insignificant, even in the presence of customer satisfaction as a mediator.

Keywords: quality of service; customer perceptions; customer satisfaction; Islamic financial institutions (IFIs); IFIs’ performance (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:13:y:2021:i:23:p:12951-:d:685694

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