The Role of Communication and Service Quality on Customer loyalty in Algerian Islamic Banks
List of Authors
  • Ahmed Sakouchi, Elkhansa Medjedel

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Abstract
  • Due to the fiercely competitive environment in the banking industry, several service providers implement marketing tactics to compete in order to achieve customer loyalty. Particularly, Islamic banks around the world are struggled to compete against conventional in terms of marketing activities development and gaining customer loyalty. Relationship marketing tactics such as service quality, communication, considered as the tools that marketers can use to enhance customer loyalty. This study investigates the impact of relationship marketing tactics (communication, service quality), on customer loyalty in Algerian Islamic banks. Data were collected through self-administered questionnaires delivered to 308 customers of two leading Islamic banks in Algeria. Data were analyzed using Structural Equation Modeling through Smart PLS. The results found that communication and service quality significantly predicted customer loyalty. Findings also have contributed to new knowledge of evaluating a model of relationship marketing tactics on customer loyalty.  Finally, it would be useful to examine more variables; future research can include different tactics such as reciprocity, tangible rewards, direct contact, value proposition, and customer satisfaction as well.


Reference
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