Brand Loyalty and Relationship Marketing in Islamic Banking System

Islamic banks ability to withstand the global downturn has fuelled an expansion of Islamic finance around the world. Islamic banks have learned that customer loyalty and brand loyalty must be earned. Brand loyalty and relationship marketing among banking consumers particularly in the islamic banking system in Malaysia has captured great interest among the Malaysian public as a whole (i.e. relationship between employees and customers). Relationship marketing is not more than just getting the customers but it is also how to maintain the existing customers as much as possible. There are important dimensions that supported the strength of relationship marketing that can lead to brand loyalty. In relation, brand loyalty refers to the favorable attitude towards a brand in addition to purchasing it repeatedly by the customer. The customer tend to be loyal since there is relationship marketing between them and the organization. This study will show the influence of relationship marketing through Bank Islam employees in Malaysia on Brand Loyalty.The data for this study will be acquired from 3 Bank Islam business premises in Pulau Pinang, Kedah, and Perlis which represent the northern states of Peninsular Malaysia. Various data-analytic tools will be used to analyze the data such as test of differences, reliability analysis, factor analysis, and multiple regression analysis.The study tries to determine how relationship marketing which is measured through three dimensions, that is Customer trust on Bank Islam staff, Bank Islam Staff commitment during the service delivery, and the communication skills among Bank Islam Staff can have an influence on Brand Loyalty among Bank Islam customers. Key words: Islamic Banking System; Brand Loyalty; Relationship MarketingRésumé: La capacité des banques islamiques à résister au ralentissement mondial a alimenté une expansion de la finance islamique dans le monde. Les banques islamiques ont appris que la fidélité des clients et la fidélité à la marque doivent être obtenues. La fidélité à la marque et le marketing relationnel auprès des consommateurs, notamment dans le système bancaire islamique en Malaisie, ont captivé beaucoup d’attention du public malaisien en général (à savoir la relation entre les employés et les clients). Le marketing relationnel n'est pas seulement d'attirer les clients mais aussi de maintenir la clientèle existante autant que possible. Il y a des dimensions importantes qui ont soutenu la force du marketing relationnel qui peut mener à la fidélité des clients à la marque. La fidélité à la marque fait référence à une attitude favorable vis à vis d’une marque et des acquisitions de ses produits à plusieurs reprises. Les clients ont tendance à être fidèles car il y a un marketing relationnel entre eux et l'organisation. Cette étude montrera l'influence du marketing relationnel à travers les employés de la Banque islamique en Malaisie sur la fidélité des clients à la marque. Toutes les données utilisées dans cette étude sont procurées par 3 banques islamiques à Pulau Pinang, Kedah et Perlis, qui représentent les états du nord de la péninsule malaisienne. Divers outils d’analyse de données seront utilisés pour analyser les données tels que le test des différences, l'analyse de la fiabilité, l'analyse factorielle et des analyses de régression multiple. Cette recherche tente de déterminer comment le marketing relationnel, mesuré à travers trois dimensions, c'est-à-dire la confiance des clients sur le personnel des banques islamiques, l’engagement du personnel des banques islamiques au cours de la prestation et les compétences de communication entre le personnel des banques islamiques, peut avoir une influence sur la fidélité parmi les clients des banques islamiques.Mots-Clés: système des banques islamiques; fidélité à la marque; marketing relationne

Understanding The Mediating Effect Of Customer Satisfaction On The Relationship Of Salesperson Behavior Performance And Customer Loyalty [HF5415.335. M476 2008 f rb].

Tujuan penyelidikan ini dijalankan adalah untuk meneliti kaitan antara prestasi perlakuan jurujual dengan kesetiaan pelanggan serta kesan perantaraan daripada kepuasan pelanggan. The purpose of this study was to examine the relationship between salesperson behavior performance and customer loyalty, and the mediating effect of customer satisfaction

Penggunaan Alga Perifiton Di Dalam Penilaian Status Kualiti Air Lembangan Sungai Pinang

Status kualiti air Lembangan Sg. Pinang ditentukan melalui pemantauan fisikokimia dan penunjuk alga perifiton pada substrat buatan (slaid kaca). Indeks kualiti air (IKA) yang dikira berdasarkan nilai min en am parameter (DO, BOD, COD, pH, Nammonia dan pepejal terampai) mendapati stesen A adalah bersih, stesen B dan C agak bersih dan stesen I sederhana tercemar, manakala stesen lain di bahagian hilir adalah teruk tercemar. Alga perifiton yang didapati pada slaid kaca terdiri daripada 80 spesies Bacillariophyta, 13 spesies Cyanophyta dan 18 spesies Chlorophyta. Konsep penunjuk biologi dan zon saprob spesifik spesies diatom yang dinyatakan sebagai indeks saprob (nilai-S) mendapati, stesen A adalah bersih (kualiti air baik, S = 1.4), kualiti air di stesen B dan C agak baik (nilai-S masing-masing 1.962 dan 1.781), stesen I diklasifikasikan sebagai sederhana tercemar (S = 2.292) dan lain-lain stesen di hilir adalah tercemar dari segi organik dengan nilai-S berjulat antara 2.811 dan 3.092. Water quality status of Sg. Pinang Basin was determined by physico-chemical monitoring and by periphytic algal indicators colonized on artificial substrates (glass slides). Water quality index (WQI) that was computed based on the mean values of six parameters (DO, BOD, COD, pH, ammonia-N and suspended solids) showed that station A was clean, water quality at stations Band C were relatively good, and station I was moderately polluted, whereas other downstream stations were highly polluted. Periphytic algae attached on glass slides consisted of 80 species of Bacillariophyta, 13 species of Cyanophyta and 18 species of Chlorophyta. The concept of bioindicators and the specific saprobic zone of diatom species, expressed in the form of saprobic index (S-values), showed that station A is clean (good water quality, S == 1.4), water quality at stations B and C were fairly good (S = 1.962 and 1.781 respectively), station I was classified as slightly polluted (S= 2.292) and other stations downstream were highly polluted organically' with S-values ranging between 2.811 and 3.092

The influence of cognitive satisfaction on the relationship between salesperson presentation skills and customer's intention to repurchase

The application of sales presentation skills by the sales force during their interaction with customers in the sales situation can have a significant effect on customer intention to repurchase in the Malaysian Computer retail business. The purpose of this paper is to examine the relations between important sales presentation skills and the relative roles played by cognition in the development of customer satisfaction which will lead to customer’s intention to repurchase in a computer retail setting in Malaysia. This will then lead to increased benefits for the organization in the form of customer loyalty. The cognitive evaluation of customer satisfaction was found to explain customer’s intention to repurchase in a retail setting in the Malaysian market. This finding holds importance to those retailers who have been able to generate high expectations in the eyes of their customers

Gambaran sektor pertanian padi di malaysia dan kepenggunaan tenaga buruh di sektor tersebut / Maznah Wan Omar

Sektor pertanian menghadapi satu cabaran di mana generasi muda tidak berminat untuk melibatkan diri dalam sektor pertanian padi. Masalah ini menjadi kritikat kerana umur petani sedia ada semakin meningkat dan terdapat banyak tanah-tanah pertanian terbiar yang tidak diusahakan. Situasi ini boleh mengancam masa depan industri pertanian padi

Employee motivation and its impact on employee loyalty

When change and restructuring in an organization becomes inevitable, employee loyalty and their motivation becomes one of the major challenges currently facing most companies in the present world of business. On top of the ongoing focus on recruiting new talent, a further challenge lies in ensuring existing staff are focused, engaged and thus retained. Good organizations understand that loyal employee will result in a better business performance, so many are placing greater emphasis on measuring employee loyalty and how to motivate them in order to keep their staff happy. The purpose of this study is to identify the factors influencing employee motivation which will leads to employee loyalty towards their organization. The methodology uses in this research is through the distribution of a set of questionnaire to one hundred and eighty five respondents. Results from this study will be practically significant to practitioners and academicians in providing them with information on the most effective ways on how to manage their employees

Fish community of two rural lakes and socio-economic assessment in Bumbung Lima, Kepala Batas

A preliminary study on the fish community in two rural lakes in Bumbung Lima, Kepala Balas was conducted from May 2003 to November 2003. Species abundance and composition were affected by various factors such as water quality, encroaching of aquatic vegetation and human activities at the study sites. A total of 28 fish species from 10 families were recorded during the study period. Cyprinidae was the dominant family while Puntius schwanenfeldii and P. gonionotus were the most widespread species identified. Socioeconomic studies which include human activities in Bumbung Lima area were reviewed. Field survey using questionnaires have been carried out in an attempt to obtain information on socio-demographic status of the study sites. Results showed that over one-third of the heads of households in Bumbung Lima depended on agriculture for their living which was 36.25% followed by 27.5% were government servants. In terms of education, majority of respondents received their level of education only until secondary school, which was accounted for 50% of overall education. Regarding monthly income, about one-third of the respondent earned below than RM 400 per month (33.75%). Only 18.75% of the respondents obtained a salary above RM 1000 per month, which was comparatively small and thus form only a minor portion of total respondents

A Preliminary Survey of Weed Species on Two Rural Lakes in Kepala Batas, Pulau Pinang

A survey of the distribution of weeds was carried out in two rural lakes in Bumbung Lima, Kepala Batas, Pulau Pinang. A total of 36 taxa representing to 22 families have so far been identified. The results showed that Gramineae notably Phragmites communis was dominant at the sampling station followed by Scirpus grossus and Polygonum barbatum. The vegetation of weed species in the area was studied primarily towards identifying of plant species present and their distribution. The objectives of this study are to describe the species composition and diversity of weed species around the lakes

Salesperson Professional Selling and the Effect on Buyer and Salesperson Relationship

Regardless of the growing importance and emphasis on relationship marketing, a complete operation of this concept is still unclear. There is a lack of studies that explore the impact of factors such as salesperson professional selling on customer loyalty. This study seeks to verify the relationship between salesperson knowledge and adaptive selling. Computer retail customers with different cultural backgrounds were used as respondents in this study. Respondents were asked to rate their evaluations of customer loyalty towards the salesperson knowledge and adaptive selling skills through a self-administered questionnaires which were written in English language and Bahasa Malaysia. Correlation analyses with Pearson’s r coefficient were performed to identify the degree of one variable’s position that occupies the same relative position on another variable. In addition, preliminary analyses were carried out to ensure no violation of the assumptions for linearity, normality, and homoscedasticity. No violations of the assumptions were found. The results of inter-correlation variables of the study indicate that the salesperson professional selling abilities which comprise of salesperson knowledge and adaptive selling managed to show a strong relationship with customer loyalty

Customer Satisfaction towards Service Quality: a study on Islamic Culture

Introduction-Malaysians have traditionally apportioned the largest amount of household expenditures on food consumption This item covers consumption of food-at-home FAH and food-away-from-home FAFH Statistics shows that while expenditures on FAH declined steadily from a share of 33 7 to 22 2 between 1973 and 1999 FAFH expenditures rose from 4 6 to 10 9 during the same period Department of Statistics Malaysia 2000 This discernible shift in the mode of food consumption whereby having a meal at home is becoming less often while eating out has become more frequent reflects the changing lifestyle of the Malaysian populatio