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EXAMINING THE DETERMINANT FACTORS ON CONSUMER SWITCHING INTENTION TOWARD ISLAMIC BANK IN CENTRAL JAVA, INDONESIA
Corresponding Author(s) : Sulis Riptiono
Humanities & Social Sciences Reviews,
Vol. 8 No. 2 (2020): March
Abstract
Purpose of the study: The purpose of this paper is to examine the determinant factors that influence consumer switching intentions from conventional banks to Islamic banks in Central Java, Indonesia.
Methodology: This study is quantitative research in which data is collected by using a survey with the questionnaire. Data was collected by distributing questionnaires to 480 Muslim respondents who were still registered as customers at three conventional government banks in Indonesia using purposive sampling techniques and analyzed with SEM-AMOS v24.
Main Findings: The result showed that all out of the hypotheses tested, there is only one hypothesis that was rejected, is the fourth hypothesis. This research reveals that consumer trust in Islamic banks, consumer awareness and religiosity had a positive and significant effect on attitude toward Islamic banks. Furthermore, consumer awareness and religiosity are also able to predict consumer switching intentions at Islamic banks but consumer trust toward Islamic banks has insignificant consumer switching intentions at Islamic banks.
Applications of this study: Based on the results of the study, conventional bank consumers' intentions to switch to Islamic banks are influenced by consumer awareness, level of religiosity, and consumer attitudes toward Islamic banks. Furthermore, this is becoming a very important concern for Islamic banks to pay more attention to the antecedents used in this study. Trust is an important predictor for companies in increasing intentions, in this study then it has not been proven to influence consumer intentions to move to Islamic banks. Trust will be able to increase intention if consumers have a good attitude towards Islamic banks.
Novelty/Originality of this study: This study linked the variables of consumer awareness, religiosity, consumer trust, attitudes toward Islamic banks and consumer switching intentions on Islamic banks within a conceptual framework.
Keywords
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- Anderson, J.C., Gerbing, D.W., 1988. Structural Equation Modelling in Practice: A Review and Recommended Two-Step Approach. Psychol. Bull. 103 (3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411 DOI: https://doi.org/10.1037/0033-2909.103.3.411
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References
Abou-Youssef, M. M. H., Kortam, W., Abou-Aish, E., & El-Bassiouny, N. (2015). Effects of Religiosity on Consumer Attitudes Toward Islamic Banking in Egypt. International Journal of Bank Marketing,33(6), 786-807. https://doi.org/10.1108/IJBM-02-2015-0024 DOI: https://doi.org/10.1108/IJBM-02-2015-0024
Ajzen, I. (1991). The Theory of Planned Behavior. Organizational Behavior and Human Decision Processes. SS50(2), 179-211. https://doi.org/10.1016/0749-5978(91)90020-T DOI: https://doi.org/10.1016/0749-5978(91)90020-T
Ambali, A. R., &Bakar, A. N. (2014). People ’s Awareness on Halal Foods and Products: Potential Issues for Policy-Makers. Procedia-Social and Behavioral Sciences, 121(3), 3-25. https://doi.org/10.1016/j.sbspro.2014.01.1104 DOI: https://doi.org/10.1016/j.sbspro.2014.01.1104
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic Banks: Contrasting The Drivers of Customer Satisfaction on Image, Islamic Banks Contrasting the Drivers of Customer. International Journal of Bank, 31(2), 79-97. https://doi.org/10.1108/02652321311298627 DOI: https://doi.org/10.1108/02652321311298627
Anderson, J.C., Gerbing, D.W., 1988. Structural Equation Modelling in Practice: A Review and Recommended Two-Step Approach. Psychol. Bull. 103 (3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411 DOI: https://doi.org/10.1037/0033-2909.103.3.411
Arshad, T., Zahra, R., & Draz, U. (2016). Impact of Customer Satisfaction on Image, Trust, Loyalty and The Customer Switching Behavior in Conventional and Islamic Banking: Evidence from Pakistan. American Journal of Business and Society,1(3), 154-165.
Awan, H. M., & Khuram, S. S. (2011). Customer’s Criteria for Selecting an Islamic Bank: Evidence from Pakistan. Journal of Islamic Marketing, 2(1), 14-27. https://doi.org/10.1108/17590831111115213 DOI: https://doi.org/10.1108/17590831111115213
Aziz, Y. A., & Chok, N. V. (2013). The Role of Halal Awareness, Halal Certification, And Marketing Components in Determining Halal Purchase Intention Among Non-Muslims in Malaysia: A Structural Equation Modelling Approach. Journal of International Food and Agribusiness Marketing,25(1), 1–23. https://doi.org/10.1080/08974438.2013.723997 DOI: https://doi.org/10.1080/08974438.2013.723997
Bakar, J. A., Clemes, M. D., & Bicknell, K. (2017). A Comprehensive Hierarchical Model of Retail Banking. International Journal of Bank Marketing, 35(4), 662-684. https://doi.org/10.1108/IJBM-03-2016-0041 DOI: https://doi.org/10.1108/IJBM-03-2016-0041
Bashir, A. M., Bayat, A., Olutuase, S. O., & Abdul Latiff, Z. A. (2019). Factors affecting consumers’ intention towards purchasing halal food in South Africa: a structural equation modelling. Journal of Food Products Marketing, 25(1), 26-48. https://doi.org/10.1080/10454446.2018.1452813 DOI: https://doi.org/10.1080/10454446.2018.1452813
Belwal, R., & Al Maqbali, A. (2018). A Study of Customers’ Perception of Islamic Banking in Oman. Journal of Islamic Marketing,10(1), 150-167. https://doi.org/10.1108/JIMA-02-2016-0008 DOI: https://doi.org/10.1108/JIMA-02-2016-0008
Butt, I., Ahmad, N., Naveed, A., & Ahmed, Z. (2018). Determinants of Low Adoption of Islamic Banking in Pakistan, Journal of Islamic Marketing,9(3), 655-672. https://doi.org/10.1108/JIMA-01-2017-0002 DOI: https://doi.org/10.1108/JIMA-01-2017-0002
Butt, M. M., & Aftab, M. (2013). Incorporating Attitude Towards Halal Banking in an Integrated Service Quality, Satisfaction, Trust and Loyalty Model in Online Islamic Banking Context. International Journal of Banks Marketing, 31(1), 6-23. https://doi.org/10.1108/02652321311292029 DOI: https://doi.org/10.1108/02652321311292029
Chen, M., & Wang, L. (2009). The Moderating Role of Switching Barriers on Customer Loyalty in the Life Insurance Industry. The Service Industries Journal, 29(8), 1105-1123. https://doi.org/10.1080/02642060902764574 DOI: https://doi.org/10.1080/02642060902764574
Choi, Y., Paulraj, A., & Shin, J. (2013). Religion or Religiosity: Which is the Culprit for Consumer Switching Behavior? Journal of International Consumer Marketing, 25(4), 262-280.
Clemes, M. D., Gan, C., & Zhang, D. (2010). Customer Switching Behaviour in the Chinese Retail Banking Industry. International Journal of Bank Marketing, 28(7), 519-546. https://doi.org/10.1108/02652321011085185 DOI: https://doi.org/10.1108/02652321011085185
El-Menouar, Y. (2014). The Five Dimensions of Muslim Religiosity. Results of an Empirical Study. Methods, Data, Analyses, 8(1), 26. https://doi.org/10.12758/mda.2014.003
Ennew, C., & Sekhon, H. (2007). Measuring Trust in Financial Services: The Trust Index. Consumer Policy Review,17(2), 62-68.
Farah, M. F. (2017). Application of The Theory of Planned Behavior to Customer Switching Intentions in The Context of Bank Consolidations. International Journal of Bank Marketing, 35(1), 147-172. https://doi.org/10.1108/IJBM-01-2016-0003 DOI: https://doi.org/10.1108/IJBM-01-2016-0003
Ghoochani, O. M., Torabi, R., Hojjati, M., Ghanian, M., & Kitterlin, M. (2018). Factors Influencing Iranian Consumers’ Attitudes Toward Fast-Food Consumption. British Food Journal, 120(2), 409-423. https://doi.org/10.1108/BFJ-12-2016-0612 DOI: https://doi.org/10.1108/BFJ-12-2016-0612
Gopi, M., & Ramayah, T. (2007). Applicability of Theory of Planned Behavior in Predicting Intention to Trade Online. International Journal of Emerging Markets, 2(4), 348-360. https://doi.org/10.1108/17468800710824509 DOI: https://doi.org/10.1108/17468800710824509
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing theory and Practice, 19(2), 139-152. https://doi.org/10.2753/MTP1069-6679190202 DOI: https://doi.org/10.2753/MTP1069-6679190202
Iqbal, M., Nisha, N., & Rashid, M. (2018). Bank Selection Criteria and Satisfaction of Retail Customers of Islamic Banks in Bangladesh. International Journal of Bank Marketing, 36(5), 931-946. https://doi.org/10.1108/IJBM-01-2017-0007 DOI: https://doi.org/10.1108/IJBM-01-2017-0007
Islam, J. U., & Rahman, Z. (2017). Awareness and Willingness Towards Islamic Banking among Muslims: An Indian Perspective. International Journal of Islamic and Middle Eastern Finance and Management, 10(1), 92-101. https://doi.org/10.1108/IMEFM-01-2016-0017 DOI: https://doi.org/10.1108/IMEFM-01-2016-0017
Järvinen,R. A. (2014). Consumer trust in banking relationships in Europe. International Journal of Bank Marketing,32(6), 551-556. https://doi.org/10.1108/IJBM-08-2013-0086 DOI: https://doi.org/10.1108/IJBM-08-2013-0086
Kaakeh, A., Hassan, M. K., & Almazor, S. F. V. H. (2019). Factors Affecting Customers’ Attitude Towards Islamic Banking in UAE. International Journal of Emerging Markets.14(4), 668-688. https://doi.org/10.1108/IJOEM-11-2017-0502 DOI: https://doi.org/10.1108/IJOEM-11-2017-0502
Kaur, G., Sharma, R. D., & Mahajan, N. (2012). Exploring Customer Switching Intentions through Relationship Marketing Paradigm. International Journal of Bank Marketing, 30(4), 280-302. https://doi.org/10.1108/02652321211236914 DOI: https://doi.org/10.1108/02652321211236914
Keaveney, S. M. (1995). Customer Switching Behavior in Service Industries: an Exploratory Study. Journal of Marketing, 59(2), 71–82. https://doi.org/10.1177/002224299505900206 DOI: https://doi.org/10.1177/002224299505900206
Lada, S., Tanakinjal, G. H., & Amin, H. (2009). Predicting Intention to Choose Halal Products Using Theory of Reasoned Action. International Journal of Islamic and Middle Eastern Finance and Management, 2(1), 66-76. https://doi.org/10.1108/17538390910946276 DOI: https://doi.org/10.1108/17538390910946276
Lu, B., Fan, W., & Zhou, M. (2016). Social Presence, Trust, and Social Commerce Purchase Intention: An Empirical Research. Computers in Human Behavior, 56, 225-237. https://doi.org/10.1016/j.chb.2015.11.057 DOI: https://doi.org/10.1016/j.chb.2015.11.057
Mansour, I. H. F., & Diab, Dalia M. E. (2016). The Relationship Between Celebrities’ Credibility and Advertising Effectiveness: The Mediation Role of Religiosity. Journal of Islamic Marketing,7(2), 148-166. https://doi.org/10.1108/JIMA-05-2013-0036 DOI: https://doi.org/10.1108/JIMA-05-2013-0036
Mathras, D., Cohen, A. B., Mandel, N., & Mick, D. G. (2016). The Effects of Religion on Consumer Behavior: a Conceptual Framework and Research Agenda. Journal of Consumer Psychology, 26(2), 298-311. https://doi.org/10.1016/j.jcps.2015.08.001 DOI: https://doi.org/10.1016/j.jcps.2015.08.001
Mbawuni, J., & Nimako, S. G. (2018). Muslim and Non-Muslim Consumers’ Perception Towards Introduction of Islamic Banking in Ghana. Journal of Islamic Accounting and Business Research, 9(3), 353-377. https://doi.org/10.1108/JIABR-04-2016-0050 DOI: https://doi.org/10.1108/JIABR-04-2016-0050
Nimako, S. G., Ntim, B. A., & Mensah, A. F. (2014). Effect of Mobile Number Portability Adoption on Consumer Switching Intention. International Journal of Marketing Studies, 6(2), 117-134. https://doi.org/10.5539/ijms.v6n2p117 DOI: https://doi.org/10.5539/ijms.v6n2p117
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