The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

12 Pages Posted: 21 Dec 2012  

Adi Afiff

Universitas Indonesia - Department of Management

Rifelly Astuti

Universitas Indonesia, Graduate School of Management

Date Written: 2009

Abstract

This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been emperically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together will all 3 other dimensions (functional, social and emotional) of customer value. All dimensions has significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.

Keywords: spiritual dimension, customer value, Islamic bank product

JEL Classification: M30

Suggested Citation

Afiff, Adi and Astuti, Rifelly, The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia (2009). ASEAN Marketing Journal, June 2009, Vol. 1, No. 1; Universitas Indonesia, Graduate School of Management Research Paper No. 13-09. Available at SSRN: https://ssrn.com/abstract=2191904

Adi Afiff (Contact Author)

Universitas Indonesia - Department of Management ( email )

UI Campus
Depok, West Java 16424
Indonesia

Rifelly Astuti

Universitas Indonesia, Graduate School of Management ( email )

Depok, West Java 16424
Indonesia

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