CoChat
Sign Up
Cited by 52Islamic Finance and Banking StudiesCustomer Service Quality and LoyaltyHalal products and consumer behavior

The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.

Understanding trust & commitment of individual saving customers in Islamic banking: The role of ego involvement

Sumaedi, Sik, Juniarti, Rosa P, Bakti, I Gede Mahatma Yuda·2015·Journal of Islamic Marketing
DOI 10.1108/jima-06-2013-0045
Open this paper in CoChat — free account

Abstract

Purpose: – This paper aims to examine the relationship among trust, commitment and ego involvement and their impacts on word-of-mouth communication (WOM) for individual saving customers in Islamic banking. Design/methodology/approach: – The conceptual model and the hypotheses are formulated based on trust and commitment theory, organizational commitment theory, social judgment theory and the results of previous empirical studies on buyer–seller marketing relationship in business-to-customer (B2C) markets. Quantitative research methodology was performed to examine the model and the hypotheses. The data were collected using survey with questionnaire. The respondents of the survey are 100 Islamic banking individual saving customers. Multiple regression analysis was used to test the proposed model and the hypotheses. Findings: – The research results show that affective commitment has a positive and significant impact on WOM, while normative commitment and calculative commitment have no significant impact on WOM. Ego involvement has a positive and significant impact on trust, normative commitment, calculative commitment and affective commitment. However, trust does not have a significant impact on calculative commitment, normative commitment and affective commitment. Research limitations/implications: – This research was only conducted in one Islamic bank in Indonesia. The data collection using the convenience sampling method as well as the use of a small sample size caused the limitation of the research results in representing across the retail customer of the bank. This study can be replicated with a larger sample size and by involving more Islamic banks to examine the stability of the findings. Practical implications: – The research results indicate that ego involvement has an important role in shaping trust and commitment of Islamic banking individual saving customers. Given this, the managements of Islamic banks need to ensure that the banks they have managed are relevant, important and appropriate with the values espoused by their individual customers. Originality/value: – This study is important because of the limited literature which discusses relationship marketing in the context of Islamic banking. Furthermore, this research has a novelty on the inclusion of ego involvement in explaining trust and commitment. The use of commitment as a multi-attribute construct also enriches the literature on buyer–seller marketing relationship in B2C markets due to the limited literature that addresses commitment as a multi-attribute construct.

Overview

Integrity signals

Registry

Crossref · 10.1108/jima-06-2013-0045

Cites

1 of 1 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Verification

Claims the paper makes

This paper’s full text isn’t openly available, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

Citations

Cites

Show all 1 references

Research works printed but not linked: 51

  1. Aggarwal, P. (2004), “The effects of brand relationship norms on consumer attitudes and behavior”, Journal of Consumer Research , Vol. 31, p. 87-101.
  2. Agung, I.G.N. (2011b), Cross Section and Experimental Data Analysis Using Eviews , John Wiley & Sons. · DOI
  3. Aijo, T.S. (1996), “The theoretical and philosophical underpinnings of relationship marketing: environmental factors behind the changing marketing paradigm”, European Journal of Marketing , Vol. 30 No. 2, pp. 8-16. · DOI
  4. Allen, A. and Meyer, J. (1990), “The measurement and antecedents of affective, continuance and normative commitment to organization”, Journal of Occupational Psychology , Vol. 63 No. 1, pp. 1-8. · DOI
  5. Amin, M. , Isa, Z. and Fontaine, R. (2013), “Islamic banks”, International Journal of Bank Marketing , Vol. 31 No. 2, pp. 79-97. · DOI · Paper page
  6. Antonio, S. (2004), Bank Syariah dari Teori ke Praktik , Cetakan ke 8, Gema Insani Press, Jakarta.
  7. Åström, Z.H.O. (2013), “Survey on customer related studies in Islamic banking”, Journal of Islamic Marketing , Vol. 4 No. 3, p. 294-305.
  8. Aurier, P. and N’Goala, G. (2010), “The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development”, Journal of the Academy of Marketing Science , Vol. 38 No. 3, pp. 303-325. · DOI
  9. Bassioni, H.A. , Hassan, T.M. and Price, A.D.F. (2008), “Evaluation and analysis of criteria and sub-criteria of a construction excellence model”, Engineering, Construction and Architectural Management , Vol. 15 No. 1, pp. 21-41. · DOI
  10. Beatus, C. , Tripathi, S. and Kasongwa, L. (2013), “Important issues in growth of Islamic banking services in east African context: study of selected banks in Dar Es Salaam, Tanzania”, International Journal of Research in Business and Technology , Vol. 3 No. 2, pp. 169-176. · DOI
  11. Berry, L.L. (1995), “Relationship marketing of services – growing interest, emerging perspectives”, Journal of the Academy of Marketing Science , Vol. 23 No. 4, pp. 236-245. · DOI
  12. Bruhn, M. (2003), Relationship Marketing: Management of Customer Relationship , Prentice Hall.
  13. Butt, M.M. and 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 Bank Marketing , Vol. 31 No. 1, pp. 6-23. · DOI
  14. Cater, B. and Zabkar, V. (2009), “Antecedents and consequences of commitment in marketing research services: the client’s perspective”, Industrial Marketing Management , Vol. 38 No. 7, pp. 785-797. · DOI
  15. Cater, T. and Cater, B. (2010), “Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships”, Industrial Marketing Management , Vol. 39 No. 8, pp. 1321-1333. · DOI
  16. Diamantopoulos, A. , Sarstedt, M. Fuchs, C. , Wilczynski, P. and dan Kaiser, S. (2012), “Guidelines for choosing between multi-item and single-item scales for construct measurement: a predictive validity perspective”, Journal of the Academy of Marketing Science , Vol. 40 No. 3, pp. 434-449. · DOI
  17. Fullerton, G. (2005), “The service quality-loyalty relationship in retail services: does commitment matter?”, Journal of Retailing and Consumer Services , Vol. 12 No. 2, pp. 99-111. · DOI
  18. Fullerton, G. (2011). “Creating advocates: the roles of satisfaction, trust and commitment”, Journal of Retailing and Consumer Services , Vol. 18 No. 1, pp. 92-100.
  19. Gait, A. and Worthington, A. (2008), “An empirical survey of individual consumer, business firm and financial institution attitudes towards Islamic methods of finance”, International Journal of Social Economics , Vol. 35 No. 11, pp. 783-808. · DOI
  20. Geyskens, I. , Steenkamp, J.B. , Scheer, L.K. and Kumar, N. (1996), “The effects of trust and interdependence on relationship commitment: a trans-Atlantic study”, International Journal of Research Marketing , Vol. 13 No. 4, pp. 303-318. · DOI
  21. Gounaris, S.P. (2005), “Trust and commitment influences on customer retention: insights from business-to-business services”, Journal of Business Research , Vol. 58 No. 2, pp. 126-140. · DOI
  22. Hair, J.F. , Anderson, R.E. , Tatham, R.L. and Black, W.C. (2006), Multivariate Data Analysis , 6th ed., Prentice Hall, NJ.
  23. Hassan, M.T. and Anwar, A. (2012), “Measuring customers loyalty of Islamic banking in Bahawalpur region”, International Journal of Learning & Development , Vol. 12 No. 2, pp. 101-111. · DOI
  24. Hoq, M.Z. , Sultana, N. and Amin, M. (2010), “The effect of trust, customer satisfaction and image on customers’ loyalty in Islamic banking sector”, South Asian Journal of Management , Vol. 17 No. 1, pp. 70-93.
  25. Lai, W.T. and Chen, C.F. (2011), “Behavioral intention of public transit passenger – the role of service quality, perceived value, satisfaction and involvement”, Transport Policy , Vol. 18 No. 2, pp. 318-325. · DOI
  26. Li, D. , Browne, G. and Chau, P. (2006), “An empirical investigation of web site use using a commitment-based model”, Decision Sciences , Vol. 37 No. 3, pp. 427-444. · DOI
  27. Malhotra, N.K. (2007), Marketing Research: An Applied Orientation , 5th ed., Prentice Hall, NJ.
  28. Mehta, S.C. , Lalwani, A. and Han, S.L. (2000), “Service quality in retailing: relative efficiency of alternative measurement scales for different product-service environments”, International Journal of Retail & Distribution Management , Vol. 28 No. 2, pp. 62-72. · DOI
  29. Michaelidou, N. and Dibb, S. (2008), “Consumer involvement: a new perspective”, Marketing Review , Vol. 8 No. 1, pp. 83-99. · DOI
  30. Moorman, C. , Deshpande, R. and Zaltman, G. (1993), “Factors affecting trust in market research relationships”, Journal of Marketing , Vol. 57 No. 1, pp. 52-57. · DOI · Paper page
  31. Morgan, R. and Hunt, S. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing , Vol. 58 No. 3, pp. 20-38. · DOI · Paper page
  32. Muncy, J.A. and Hunt, S.D. (1984), “Consumer involvement: definitional issues and research directions”, Advances in Consumer Research , Vol. 11, pp. 193-196.
  33. Nusair, K. , Parsa, H.G. and Cobanoglu, C. (2011), “Building a model of for Generation Y: an empirical study on e-travel retailers”, Tourism Management , Vol. 32 No. 4, pp. 833-843. · DOI
  34. Palmatier, R.W. , Dant, R.P. , Grewal, D. and Evans, K.R. (2006), “Factors influencing the effectiveness of relationship marketing: a meta-analysis”, Journal of Marketing , Vol. 70 No. 4, p. 136-153.
  35. Park, H.H. and Sulivan, P. (2009), “Market segmentation with respect to university students’ clothing benefits sought; shopping orientation, clothing attribute evaluation, and brand repatronage”, International Journal of Retail and Distribution Management , Vol. 37 No. 2, pp. 182-201. · DOI
  36. Ruyter, K. , Moorman, L. and Lemmink, J. (2001), “Antecedents of commitment and trust in customer – supplier relationships in high technology markets”, Industrial Marketing Management , Vol. 30 No. 3, pp. 271-286. · DOI
  37. Sanchez-Franco, M.J. (2009), “The moderating effects of involvement on the relationships between satisfaction, trust and commitment in e-banking”, Journal of Interactive Marketing , Vol. 23 No. 3, pp. 247-258. · DOI
  38. Sanchez-Franco, M.J. and Martin-Velicia, F.A. (2011), “The interaction effects of ego involvement on the relationships between aesthetics, usability and commitment: an application to electronic banking services and virtual travel communities”, Online Information Review , Vol. 35 No. 2, pp. 194-216. · DOI
  39. Schurr, P.H. and Ozanne, J.L. (1985), “Influences on exchange processes: buyers’ preconceptions of a seller’s trustworthiness and bargaining toughness”, Journal of Consumer Research , Vol. 11, pp. 939-953. · DOI · Paper page
  40. Sekaran, U. and Bougie, R. (2011), Research Method for Business – A Skill Building Approach , 5th ed., John Wiley.
  41. Sharma, N. , Young, L. and Wilkinson, I. (2006), “The commitment mix: dimensions of commitment in international trading relationships in India”, Journal of International Marketing , Vol. 14 No. 3, pp. 64-91. · DOI
  42. Sheth, J.N. and Parvatiyar, A. (1995), “Relationship marketing in consumer markets: antecedents and consequences”, Journal of the Academy of Marketing Science , Vol. 23 No. 4, pp. 255-271. · DOI
  43. Solomon, M.R. (2012), Consumer Behavior: Buying, Having and Being , 10th ed., Prentice Hall, London.
  44. Teo, R. and Soutar, G.N. (2012), “Word of mouth antecedents in an educational context: a Singaporean study”, International Journal of Educational Management , Vol. 26 No. 7, pp. 678-695.
  45. Valta, K.S. (2011), “Do relational norms matter in consumer-brand relationships?”, Journal of Business Research , Vol. 66 No. 1, pp. 1-7.
  46. Wetzels, M. , de Ruyter, K. and van Birgelen, M. (1998), “Marketing service relationships: the role of commitment”, Journal of Business & Industrial Marketing , Vol. 13 No. 4, pp. 406-423. · DOI
  47. Wilson, D.T. (1995), “An integrated model of buyer – seller relationships”, Journal of the Academy of Marketing Science , Vol. 23 No. 4, pp. 335-345. · DOI
  48. Wilson, J.A.J. , Belk, R.W. , Bamossy, G.J. , Sandikci, O. , Kartajaya, H. , Sobh, R. , Liu, J. and Scott, L. (2013), “Crescent marketing, Muslim geographies and brand Islam: reflections from the JIMA senior advisory board”, Journal of Islamic Marketing , Vol. 4 No. 1, pp. 22-50. · DOI
  49. Bergman, M. (2006), “The relationship between affective and normative commitment: review and research agenda”, Journal of Organization Behavior , Vol. 27 No. 5, pp. 645-663. · DOI
  50. Kim, W. and Cha, Y. (2002), “ Antecedents and consequences of relationship quality in hotel industry”, International Journal of Hospitality Management , Vol. 21 No. 4, pp. 321-338. · DOI
  51. Palmatier, R.W. , Jarvis, C.B. , Bechkoff, J.R. and Kardes, F.R. (2009), “The role of customer gratitude in relationship marketing”, Journal of Marketing , Vol. 73 No. 5, pp. 1-16. · DOI · Paper page

Cited by

Sorted by citations

See all 52

Metadata

Authors
Sumaedi, S., Juniarti, R. P., & Bakti, I. G. M. Y.
Affiliations
  • Indonesian Institute of Sciences (ID)
  • Universitas Negeri Surabaya (ID)
ORCID
Venue
Journal of Islamic Marketing
Publisher
Emerald
Published
2015-09-14
Volume
6
Issue
3
Pages
406-428
ISSN
1759-0833 (ISSN-L)
DOI
10.1108/jima-06-2013-0045
OpenAlex
W1890143106
Cited by
52
References
1
Citations by year
2026: 2 · 2025: 3 · 2024: 4 · 2023: 10 · 2022: 5 · 2021: 7 · 2020: 9 · 2019: 8 · 2018: 3 · 2017: 1
FWCI
5.86
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
Journal of Islamic marketing (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Accounting › Islamic Finance and Banking Studies
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Halal products and consumer behavior
Keywords
trust, customer commitment, ego-involvement, word of mouth, Islamic banking, affective commitment, normative commitment, calculative commitment, relationship marketing, B2C market, social judgment theory

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: Understanding trust & commitment of individual saving customers in Islamic banking: The role of ego involvement. https://app.cochat.ai/papers/10.1108/jima-06-2013-0045
The paper
Sumaedi, S., Juniarti, R. P., & Bakti, I. G. M. Y. (2015). Understanding trust & commitment of individual saving customers in Islamic banking: The role of ego involvement. Journal of Islamic Marketing. https://doi.org/10.1108/jima-06-2013-0045