Degree
Master of Science in Islamic Banking & Finance
Department
Department of Finance
Faculty/ School
School of Business Studies (SBS)
Date of Submission
Fall 2023
Supervisor
Dr. Irum Saba, Associate Professor & Program Director MS-IBF, Institute of Business Administration, Karachi
Keywords
Sight cues, Trust, Corporate image, CSR, CRM, Customer loyalty, Islamic banks
Abstract
This study's primary goal is to investigate the connection between visual cues and corporate social responsibility (CSR) programs, customer relationship (CRM) practices, & trust impact customer loyalty in Islamic banks by improving the overall corporate image (CI) of these financial institutions. Additionally, this research investigates the possible mediating function of Corporate Image (CI). To gather data, we employed a sampling method involving the distribution of questionnaires to customers, including both those who are Muslim and those who are not. A total of 507 questionnaires completed by customers located in Karachi, Pakistan. To test our theories, we use partial least squares, a variance-based structural equation modeling technique. The investigation's conclusions show that corporate social responsibility (CSR) and visual signals have a significant impact on business image. However, trust and CRM have little effect on CI. On the other hand, CRM, Trust and corporate image significantly influence customer loyalty, whereas sight cues and corporate social responsibility (CSR) have no significant impact on customer loyalty. The results also show that the relationship between CSR and customer loyalty as well as the relationship between sight cues and customer loyalty are mediated by corporate image (CI). However, Corporate Image does not serve as a mediator in the relationship between CRM and Customer Loyalty, nor does it mediate the relationship between Trust and Customer Loyalty. This study stands out due to its distinctive nature, as it uncovers the key factors that drive customer loyalty.
Document Type
Restricted Access
Submission Type
Research Project
Recommended Citation
Akhtar, Z. (2023). The impact of Sight Cues, CSR, CRM, trust on customer loyalty by mediating role of corporate image in context of Pakistan (Unpublished graduate research project). Institute of Business Administration, Pakistan. Retrieved from https://ir.iba.edu.pk/etd-ms-ibf/32
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