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All Journal International Journal of Islamic Economics and Finance (IJIEF) Journal of Accounting Research, Organization and Economics (JAROE)
Muhammad, Muhammad Abdulaziz
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Economics, Econometrics & Finance Social Sciences

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Mediating Role of Customer Satisfaction between Service Quality and Customer Loyalty with Non-Interest Bank in Nigeria Sulaiman, Sagir Muhammad; Muhammad, Muhammad Abdulaziz; Muhammad, Aliyu Dahiru; Sabiu, Tasiu Tijjani
International Journal of Islamic Economics and Finance (IJIEF) Vol 4, No 1 (2021): IJIEF Vol 4 (1), January 2021
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (613.757 KB) | DOI: 10.18196/ijief.v4i1.10424

Abstract

The world has become a global village as competition among banks is now intense. Globalization is fuelling increased competition in Nigerian banking industry and as a result, banks are challenged to adopt customer centred strategies that would enable them to gain customer loyalty, maximize profitability and survive the competition. There is no business that survives without customers’ patronage and Islamic banks are not an exception. Customers are key stakeholders to the survival of any business, thus, satisfying the customer through providing high quality services is core to Islamic banking business. The aim of the study is to examine the mediating role of customer satisfaction in investigating the relationship between service quality and customer loyalty in non-interest bank i.e. Jaiz Bank of Kano state metropolis, Nigeria. The variance based (SEM) technique is employed in analyzing the hypothesized model of the study. Service quality positively and significantly influences customer satisfaction and customer loyalty, whereas, customer satisfaction does not significantly mediate the relationship between service quality and customer loyalty among customers of Jaiz bank in Kano state metropolis, Nigeria. The study recommends for providing high quality service in order to achieved maximum loyalty from the customers. It was further recommended on the need for reviving of the existing regulatory bodies or institutions that will ensure proper implementation of good service quality delivery among non-interest banks in Nigeria.
Mediating Role of Customer Satisfaction between Service Quality and Customer Loyalty with Non-Interest Bank in Nigeria Sulaiman, Sagir Muhammad; Muhammad, Muhammad Abdulaziz; Muhammad, Aliyu Dahiru; Sabiu, Tasiu Tijjani
International Journal of Islamic Economics and Finance (IJIEF) Vol 4, No 1 (2021): IJIEF Vol 4 (1), January 2021
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (613.757 KB) | DOI: 10.18196/ijief.v4i1.10424

Abstract

The world has become a global village as competition among banks is now intense. Globalization is fuelling increased competition in Nigerian banking industry and as a result, banks are challenged to adopt customer centred strategies that would enable them to gain customer loyalty, maximize profitability and survive the competition. There is no business that survives without customers’ patronage and Islamic banks are not an exception. Customers are key stakeholders to the survival of any business, thus, satisfying the customer through providing high quality services is core to Islamic banking business. The aim of the study is to examine the mediating role of customer satisfaction in investigating the relationship between service quality and customer loyalty in non-interest bank i.e. Jaiz Bank of Kano state metropolis, Nigeria. The variance based (SEM) technique is employed in analyzing the hypothesized model of the study. Service quality positively and significantly influences customer satisfaction and customer loyalty, whereas, customer satisfaction does not significantly mediate the relationship between service quality and customer loyalty among customers of Jaiz bank in Kano state metropolis, Nigeria. The study recommends for providing high quality service in order to achieved maximum loyalty from the customers. It was further recommended on the need for reviving of the existing regulatory bodies or institutions that will ensure proper implementation of good service quality delivery among non-interest banks in Nigeria.
Determinants of Takaful Patronage Among Entrepreneurs in Sabon Gari Market, Kano State, Nigeria sulaiman, Sagir muhammad; Dandago, Abba Abdulhamid; Muhammad, Muhammad Abdulaziz; Sabiu, Tasiu Tijjani
Journal of Accounting Research, Organization and Economics Vol 3, No 3 (2020): JAROE, Vol.3 No.3 December 2020
Publisher : Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jaroe.v3i3.17757

Abstract

Objective This paper examined the determinants of Takaful patronage among the entrepreneurs in Sabon Gari market of Kano metropolis, Nigeria.Design/methodology The paper adopted survey research approach through the use of questionnaire. Respondents were selected using a purposive sampling technique. Multivariate regression was adopted to test the hypothesized model of the study using variance-based SEM. The data was analyzed using Smart-PLS 3.Results The results show that religiosity, trust and confidence and awareness most often positive and are found to significantly influence patronage of Takaful services at significant level of 0.05 while the three explanatory variables were able to explain 58% variation in the dependent variable.
Co-Authors Dandago, Abba Abdulhamid Muhammad, Aliyu Dahiru Sabiu, Tasiu Tijjani Sulaiman, Sagir Muhammad