Beyond Profit: A Faith-Driven Framework for Customer Satisfaction in Melaka’s Islamic Financing Sector

Muhammad Fairuz Jamil, Norhafidzah AB Rahaman, Mastura Roni and Wirdawati Ahmad@Mohd Isa
Additional contact information
Muhammad Fairuz Jamil: Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Cawangan Melaka Kampus Bandaraya, 100 Off Jalan Hang Tuah, 75350 Melaka
Norhafidzah AB Rahaman: Department of Accounting & Economics, Kolej Profesional MARA Bandar Melaka, 146 Jalan Hang Tuah, 75350 Melaka
Mastura Roni: Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Cawangan Melaka Kampus Bandaraya, 100 Off Jalan Hang Tuah, 75350 Melaka
Wirdawati Ahmad@Mohd Isa: Department of General Studies, Politeknik Tun Syed Nasir Syed Ismail Hab Pendidikan Tinggi Pagoh, Km 1, Jln Panchor, 84600 Pagoh, Muar Johor

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 9, 1116-1121

Abstract: Islamic finance has gained prominence as a value-based alternative to conventional banking, especially in Muslim-majority countries like Malaysia. Despite national-level growth, the impact and reception of Islamic financing in regional contexts such as Melaka remain under-explored. This conceptual paper proposes a framework to examine customer satisfaction with Islamic financing services in Melaka, integrating Ajzen’s Theory of Planned Behavior (TPB), the SERVQUAL model, and core Islamic finance principles such as Shariah compliance. The framework identifies five key determinants of customer satisfaction: Shariah compliance, service quality, transparency, customer trust, and product accessibility. The research further introduces religiosity as a moderating variable that intensifies the impact of these determinants; particularly Shariah compliance and trust on customer satisfaction. This study advances the theoretical understanding of Islamic consumer behavior by contextualizing satisfaction within both behavioral and ethical-religious paradigms. It acknowledges that Muslim consumers’ satisfaction extends beyond functional service elements to include alignment with spiritual and moral values. While grounded in established models, the framework addresses gaps in the literature by emphasizing regional dynamics and the interplay of religiosity. The paper concludes by highlighting practical implications for Islamic financial institutions in Melaka and similar markets, offering actionable insights for enhancing customer loyalty, service design, and ethical financial engagement. The proposed model also sets a foundation for future empirical testing and refinement within semi-urban Islamic finance landscapes.

Date: 2025
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.rsisinternational.org/journals/ijriss/ ... ssue-9/1116-1121.pdf (application/pdf)
https://rsisinternational.org/journals/ijriss/arti ... ic-financing-sector/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bcp:journl:v:9:y:2025:issue-9:p:1116-1121

Access Statistics for this article

International Journal of Research and Innovation in Social Science is currently edited by Dr. Nidhi Malhan

More articles in International Journal of Research and Innovation in Social Science from International Journal of Research and Innovation in Social Science (IJRISS)
Bibliographic data for series maintained by Dr. Pawan Verma ().