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Brand attributes, corporate brand image and customer loyalty of Islamic banks in Malaysia

2022; Emerald Publishing Limited; Volume: 14; Issue: 10 Linguagem: Inglês

10.1108/jima-09-2021-0309

1759-0833

Siti Ngayesah Ab Hamid, Suharni Maulan, Wan Jamaliah Wan Jusoh,

Customer Service Quality and Loyalty

Purpose The purpose of this study is to empirically examine the antecedents and consequences of corporate brand image in the context of Islamic banks in Malaysia. The antecedents of corporate brand image are divided into three categories which are functional brand attribute, emotional brand attribute and spiritual brand attribute. The consequence of corporate brand image on the other hand is loyalty. Design/methodology/approach A self-administered survey was used to collect data from experienced Islamic banking customers. A total of 281 questionnaires were analysed using Partial Least Square-Structural Equation Modeling. Findings This study found a significant relationship between some aspects of the brand attributes and corporate brand image. Corporate brand image, in turn, influences customer loyalty. Research limitations/implications These findings contribute to the understanding that in the context of Islamic banks, the corporate brand image is not only influenced by the functional and emotional aspects, but also the spiritual aspect especially factors related to beliefs. Practically, this study provides insight to the management on the aspects valued by customers in regards to their bank, which could be used to guide Islamic bank positioning strategy. Originality/value The concept of corporate brand image has been explored from the perspective of functional and emotional aspects only. This study offers a new attribute influencing corporate brand image in the Islamic banking context, which is the spiritual brand attribute.