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研究生： 賈路可
Sudarawerti, Galuh
論文名稱： Corporate Reputation Effect on Post-Purchase Intention for Syariah Bank in Indonesia
Corporate Reputation Effect on Post-Purchase Intention for Syariah Bank in Indonesia
指導教授： 偉耶倫
Webb, Alan J.
學位類別： 碩士
Master
系所名稱： 管理學院 - 國際經營管理研究所碩士班
Institute of International Management (IIMBA--Master)
論文出版年： 2010
畢業學年度： 98
語文別： 英文
論文頁數： 97
外文關鍵詞： Syariah banking, Corporate reputation, Customer trust, Customer identification, Customer commitment, Post-purchase intention, Knowledge
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    • Keywords: Syariah banking, Corporate reputation, Customer trust, Customer identification, Customer commitment, Post-purchase intention, Knowledge.
    At the present day, Islamic banking and finance industry experience a massive growth in a lot of countries including Indonesia. In Indonesia, Islamic banking which commonly known as syariah bank still in the process of develops and promotes its system while the market in Indonesia is growing continuously.
    Considering the behavior of customer in developing marketing and operational strategy is very important in business. Therefore, this research investigates the relationship effect of corporate reputation on post purchase intention in syariah bank in Indonesia, considering the role of customer trust, customer identification, customer commitment, and knowledge as moderating variable. This study conducted in Indonesia, and collected 245 data. Nine hypotheses were developed during this study, and tested using structural equation model. The findings in this study found that customer commitment is the strongest factor influence post purchase intention. This research also indicates that religion is the strongest key factor that influences customer commitment. Therefore, this finding can be used as input for syariah bank in Indonesia to develop their marketing strategy.

    TABLE OF CONTENTS ACKNOWLEDGEMENTS........................................................................................... I ABSTRACT.................................................................................................................III TABLE OF CONTENTS.............................................................................................IV LIST OF TABLES..................................................................................................... VII LIST OF FIGURES .....................................................................................................IX CHAPTER ONE INTRODUCTION.............................................................................1 1.1 Research Background. .....................................................................................1 1.2 Statement of the Question..............................................................................10 1.3 Motivation of the Study..................................................................................11 1.4 Research Contribution. ..................................................................................12 1.5 Research Flow. ...............................................................................................12 CHAPTER TWO LITERATURE REVIEW...............................................................14 2.1 Islamic Banking. ............................................................................................14 2.2 Corporate Reputation. ....................................................................................21 2.3 Customer Trust...............................................................................................22 2.4 Customer Identification. ................................................................................23 2.5 Customer Commitment..................................................................................26 2.6 Post-Purchase Intention. ................................................................................26 2.7 Knowledge. ....................................................................................................27 2.8 Hypotheses.....................................................................................................28 2.8.1 Relation between Bank Reputation and Customer Trust.....................29 2.8.2 Relation between Customer Trust and Customer Identification. ........30 2.8.3 Relation between Corporate Reputation and Customer Identification. ..............................................................................................................31 2.8.4 Relation between Customer Trust, and Customer Commitment, and Post-Purchase Intention.......................................................................32 2.8.5 Relation between Customer Identification, Customer Commitment, and Post-Purchase Intention.......................................................................33 2.8.6 Moderating Effect of Knowledge.........................................................34 CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY......................36 3.1 Conceptual Model..........................................................................................36 3.2 Hypotheses to be Tested.................................................................................37 3.3 Construct Measurement. ................................................................................38 3.3.1 Corporate Reputation..........................................................................38 3.3.2 Knowledge. ..........................................................................................39 3.3.3 Customer Trust. ...................................................................................40 3.3.4 Customer Identification.......................................................................41 3.3.5 Customer Commitment. .......................................................................42 3.3.6 Post Purchase Intention. .....................................................................43 3.4 Selection of Respondent and Sample Plan.....................................................43 3.5 Questionnaire Design.....................................................................................44 3.6 Data Analysis Procedure. ...............................................................................44 3.6.1 Exploratory Factor Analysis and Data Reduction. .............................45 3.6.2 Reliability Analysis..............................................................................46 3.7 Hypotheses Testing. .......................................................................................46 CHAPTER FOUR RESEARCH RESULTS ...............................................................48 4.1 Descriptive Analysis. .....................................................................................49 4.1.1 Characteristics and Demographic Data of the Respondent................49 4.1.2 Descriptive Statistics for Relevant Variable........................................59 4.2 Exploratory Factor Analysis and Reliability Analysis. ..................................62 4.3 Data Analysis. ................................................................................................66 4.3.1 Criterion of Research Procedures of SEM. .........................................66 4.3.2 The Structural Model...........................................................................69 4.3.3 Moderator Effect. ................................................................................73 CHAPTER FIVE CONCLUSION AND SUGGESTIONS.........................................76 5.1 Conclusions and Managerial Implications.....................................................76 5.2 Managerial and Academic Implication ..........................................................82 5.2.1 Managerial Implication.......................................................................82 5.2.3 Academic Implication..........................................................................82 5.3 Research Limitations and Future Research Suggestions. ..............................83 5.3.1 Research Limitations ...........................................................................83 5.3.2 Future Research Suggestion................................................................85 REFERENCES ............................................................................................................87 APPENDICES .............................................................................................................93

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