Factors influencing the customer intention to select Islamic credit cards: the mediating effect of customer satisfaction

Nowadays, factors that influence banks selection among customers has gained a lot of attention from researchers. Even though numerous studies have been done on customer intention to select Islamic banking, only few studies are found to focus on Islamic credit cards. Therefore, this study aims to examine factors such as service quality, product quality, image and reputation, marketing, customer knowledge, and Shari’ah compliance that influence the customer intention to select Islamic credit cards by mediating effect of customer satisfaction. This is an empirical study that mainly used primary data which were collected through well-structured questionnaires with 400 Islamic credit cards customers. The questionnaires were distributed by applying the convenient sampling technique. Statistical Package for Social Scientist (SPSS) and SmartPLS were then used to analyse the data gathered. The results indicated that the relationships between service quality, product quality, marketing, image and reputation, customer knowledge, Shari’ah compliance and customer satisfaction were significant and had positive relationship towards the intention to choose Islamic credit cards. The results also revealed that there were positive relationships between service quality, product quality, marketing, image and reputation, customer knowledge and Shari’ah compliance and customer satisfaction. For the mediating effect of customer satisfaction, the constructs of service quality, product quality, marketing, customer knowledge and Shari’ah compliance have partial mediation towards the intention to select Islamic credit cards. The results also indicated that there was no mediation effect between image and reputation towards the intention in choosing Islamic credit cards. Hence, this study is useful for various parties including the credit card issuers in understanding the factors that can influence customer intention on selecting Islamic credit card. Policy makers, on the other hand, will be able to use it as a guide in order to attract more customers in choosing Islamic credit cards