Proceedings of the 8th International Conference on Accounting, Management, and Economics (ICAME 2023)

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The Effect of Word of Mouth as a Strategy Business for Islamic Banking

Authors
Dian Anggraece Sigit Parawansa1, *, Insany Fitri Nurqamar1, Asty Almaida1, Annisa Parameswary Aslam2, Rianda Ridho Hafizh Thaha2
1Hasanuddin University, Makassar, Indonesia
2University of Negeri Makassar, Makassar, Indonesia
*Corresponding author. Email: dianparawansa@fe.unhas.ac.id
Corresponding Author
Dian Anggraece Sigit Parawansa
Available Online 22 May 2024.
DOI
10.2991/978-94-6463-400-6_38How to use a DOI?
Keywords
Word of Mouth; Relationship Marketing; Satisfaction; trust; customer loyalty
Abstract

Customer Relationship Marketing encompasses relationships, networks, and interactions, shifting the marketing concept from a focus on “what we sell” to “what customers want.” This shift reflects the company’s obligation to nurture its connections with customers, aiming to cultivate loyalty toward its products and services. Service quality and trust play crucial roles in fostering cooperative behaviors essential for successful relationship marketing. The study highlighted that overall customer satisfaction proves to be a more reliable predictor of repurchase intentions than inferred service quality. Customer retention, vital for a firm’s future revenue and market share, is influenced by behavioral intentions driven by service quality. Notably, the research findings emphasize the significant impact of trust on the relationship between service quality and customer loyalty in Islamic banking. Enhanced service quality increases customer belief and trust, reinforcing their preference for selecting Islamic banks.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 8th International Conference on Accounting, Management, and Economics (ICAME 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
22 May 2024
ISBN
10.2991/978-94-6463-400-6_38
ISSN
2352-5428
DOI
10.2991/978-94-6463-400-6_38How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Dian Anggraece Sigit Parawansa
AU  - Insany Fitri Nurqamar
AU  - Asty Almaida
AU  - Annisa Parameswary Aslam
AU  - Rianda Ridho Hafizh Thaha
PY  - 2024
DA  - 2024/05/22
TI  - The Effect of Word of Mouth as a Strategy Business for Islamic Banking
BT  - Proceedings of the 8th International Conference on Accounting, Management, and Economics (ICAME 2023)
PB  - Atlantis Press
SP  - 508
EP  - 519
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-400-6_38
DO  - 10.2991/978-94-6463-400-6_38
ID  - Parawansa2024
ER  -