Les influences des déterminants de la qualité relationnelle des banques islamiques sur l’engagement de leurs clients
DOI :
https://doi.org/10.59051/joaf.v8i1.88Mots-clés :
confianceRésumé
Au-delà de leurs fondements et préceptes religieux, les banques islamiques sont avant tout des établissements financiers se devant de présenter au moins un niveau de compétitivité similaire à celui des banques conventionnelles (Razak et al., 2013). Dans la présente recherche, nous explorons les déterminants de la qualité relationnelle des banques islamiques susceptibles d’accroître leur capacité à faire face à leurs concurrents. Sur la base d’une enquête par questionnaire réalisée auprès de 44 experts, nous avons procédé à une modélisation par la méthode des cartes cognitives. Une analyse structurelle opérée à l’aide du logiciel MICMAC révèle que l’éthique religieuse islamique et la satisfaction agissent comme variables motrices de la qualité relationnelle des banques islamiques tunisiennes, alors que la confiance joue le rôle de variable relais.
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Références
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Alawneh, A. (2012), «Assessing the Dimensions of Relationship Quality in B2C E-Banking Services: An Empirical Comparative Study », International Journal of Computer Science Issues, Vol. 9, Issue 6, No 3
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Crosby, L.A., Evans, K.A., and Cowles, D (1990)., «Relationship quality in services selling: An interpersonal influence perspective», Journal of Marketing, Vol. 54, No. 3, , pp. 68-81
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. The Journal of marketing, 11-27.
Ganesan, S., & Hess, R. (1997). Dimensions and levels of trust: implications for commitment to a relationship. Marketing letters, 8(4), 439-448.
Geyskens, I., Steenkamp, J. B. E., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: A trans-Atlantic study. International Journal of research in marketing, 13(4), 303-317.
Gharbi, J.E., Ayari, M. & Ben Achour, A.A. (2003). Relation entre les traits de l’individu, l’émotion et la confiance dans le site. AIM. Grenoble 2003.
Gilliland, D. I., & Bello, D. C. (2002). Two sides to attitudinal commitment: The effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels. Journal of the Academy of Marketing Science, 30(1), 24-43.
Godet, M. (2007). Manuel de prospective stratégique-Tome 2-3ème édition-L'Art et la méthode. Dunod.
Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995). The structure of commitment in exchange. The Journal of Marketing, 78-92.
H . Boulekbech, T. Abedellatif, I.Zaiem. (2014) « Une étude sémantique pour la détermination des dimensions de la qualité relationnelle dans une banque islamique » Le 5ème Colloque de l'URAM (Printemps du Marketing), Hammamet, Mai 9-10, 2014,P445-459
Hassan, M.K. and Soumare´, I. (2006), “Financial guarantees as innovation tool in Islamic project finance ERF”, paper presented at the 13th Annual Conference: Oil – Impact on the Global Economy Kuwait, 16 December 2006 – 18 December 2006
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Hsieh, H. Y., Li, S. H(2008), «A Relative Influence of Service Quality and Relationship Quality on Customers' Loyalty for Restaurants». Department of Food and Beverage Management, Far East University
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Ivens, B. S. (2004), «Industrial Seller’ Relational Behavior: Relational Styles and Their Impact on Relationship Quality”, Journal of Relationship Marketing, Vol. 3, No. 4, pp. 27-43.
Ivens, B. S. and Pardo, C. (2007), «Are key account relationships different? Empirical results on supplier strategies and customer reactions”, Industrial Marketing Management, Vol. 36, No. 4, pp. 470-82.
Lages, C., Lages, C. R., and Lages, L.F. (2005). " The RELQUAL scale: A measure of relationship quality in export market ventures," Journal of Business Research (58)
Lewicki, R.J. & Bunker, B.B., (1996), «Developing and maintaining trust in work relationships», in Kramer, R.M. & Tyler, T.R. (Eds), «Trust in Organizations: Frontiers of Theory and Research », Sage, Thousand Oaks, CA, pp; 114-39.
McKnight, D.H., & Chervany, N. (2002). What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology. International Journal of Electronic Commerce. 6, 2, 35-59.
McKnight, H.D., Choudhury, V. & Kacmar, C. (2002). Developing and validating trust measures for e-commerce : An integrative typology. Information Systems Research, 13, 3, 334-361.
McKnight, H.D., Cummings, L.L. & Chervany, N.L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review. 23, 3, 473–490.
Mimouni et volle (2003), «Bénéfices perçus de la fidélisation et qualité relationnelle: une application exploratoire au secteur du transport aérien», Actes du Congrès International de l’AFM 2003
Palmatier, R.W., Dant, R.P., Grewal, D., and Evans, K.R. (2006). " Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis," Journal of Marketing (70), 136– 153.
Palmer, A. (2002). The Evolution of an Idea: An Environmental Explanation of Relationship Marketing. Journal of Relationship Marketing, Vol. 1, No. 1, pp. 79-94.
Pennanen, K. (2006). How Consumers Build Trust in e-Commerce: Towards a Trust Formation Model. Latin American Advances in Consumer Research. 1, 38-44.
Razak, M. Sakrani, R. Abas,N. Yaacob, A. et Radzi,M. (2013), « Adaptive of SERVQUAL Model in Measuring Customer Satisfaction towards Service Quality Provided by Bank Islam Malaysia Berhad (BIMB) in Malaysia”, International Journal of Business and Social Science Vol. 4 No. 10
Rempel, J. K., Holmes, J. G. & Zanna, M. P. (1985). Trust in close relationships. Journal of Personality and Social Psychology. 49, 95-122.
Roberts, K., Varki, S. and Brodie, R. (2003), «Measuring the Quality of Relationships in Consumer Services: An Empirical Study”, European Journal of Marketing, Vol. 37, No. 1/2, pp. 169-196
Shapiro, D., Sheppard, B.H. & Cheraskin, L. (1992). Business on a handsake. Negotiation Journal. 8, 4, 365-377.
Skarmeas et Shabbir, A (2011), « Relationship quality and giving behaviour in the UK fundraising sector Exploring the antecedent roles of religiosity and self-construal”, European Journal of Marketing Vol. 45 No. 5, pp. 720-738.
Storbacka, K., Strandvik, T. et Gronroos, C. (1994), «Management customer relationship for profit: The dynamics of relationship quality” , International Journal of service Industry Management, 5, 31-38
Taylor, D. (2007). Caveat emptor in the financial services market. Consumer Policy Review, Vol. 17 Issue 6,p265-268.
Ulaga, W. and Eggert, A. (2006), «Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships”, European Journal of Marketing, Vol. 40, No. 3/4, pp. 311-327.
Vieira, A. L., Winklhofer, H., Ennew, C. T. (2008). Relationship Quality: a literature review and research agenda., JOURNAL OF CUSTOMER BEHAVIOUR, Vol. 7, No. 4, pp. 269-291.
Akrout, W. & Akrout, H. (2010). Relations entre acheteur et vendeur: Les catalyseurs d'une confiance durable. Décisions Marketing. 57.
Al-Alak A.M et Al Nawas A.M. (2010), «Evaluating the Effect of Marketing Activities on Relationship Quality in the Banking Sector: The Case of Private Commercial Banks in Jordan” International Journal of Marketing Studies Vol. 2, No. 1
Alawneh, A. (2012), «Assessing the Dimensions of Relationship Quality in B2C E-Banking Services: An Empirical Comparative Study », International Journal of Computer Science Issues, Vol. 9, Issue 6, No 3
Ancelin, C. (1983). L'analyse structurelle: le cas du Vidéotex. Futuribles, 71, 11-34.
Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. the Journal of Marketing, 42-58.
Bejou, D., Wray, B. et Ingram, N.(1996), «Determiants of relationship quality : An artificial neural network analysis », Journal of business research, 36, 137-143
Ben Naoui, F., & Zaiem, I. (2010). The impact of relationship quality on client's loyalty: An application in the parapharmaceutical industry. International Journal of Pharmaceutical and Healthcare Marketing, 4(2), 137-156.
Crosby, L.A., Evans, K.A., and Cowles, D (1990)., «Relationship quality in services selling: An interpersonal influence perspective», Journal of Marketing, Vol. 54, No. 3, , pp. 68-81
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. The Journal of marketing, 11-27.
Ganesan, S., & Hess, R. (1997). Dimensions and levels of trust: implications for commitment to a relationship. Marketing letters, 8(4), 439-448.
Geyskens, I., Steenkamp, J. B. E., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: A trans-Atlantic study. International Journal of research in marketing, 13(4), 303-317.
Gharbi, J.E., Ayari, M. & Ben Achour, A.A. (2003). Relation entre les traits de l’individu, l’émotion et la confiance dans le site. AIM. Grenoble 2003.
Gilliland, D. I., & Bello, D. C. (2002). Two sides to attitudinal commitment: The effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels. Journal of the Academy of Marketing Science, 30(1), 24-43.
Godet, M. (2007). Manuel de prospective stratégique-Tome 2-3ème édition-L'Art et la méthode. Dunod.
Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995). The structure of commitment in exchange. The Journal of Marketing, 78-92.
H . Boulekbech, T. Abedellatif, I.Zaiem. (2014) « Une étude sémantique pour la détermination des dimensions de la qualité relationnelle dans une banque islamique » Le 5ème Colloque de l'URAM (Printemps du Marketing), Hammamet, Mai 9-10, 2014,P445-459
Hassan, M.K. and Soumare´, I. (2006), “Financial guarantees as innovation tool in Islamic project finance ERF”, paper presented at the 13th Annual Conference: Oil – Impact on the Global Economy Kuwait, 16 December 2006 – 18 December 2006
Hennig-Thurau T. et Klee A. (1997), «The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development”, Psychology and Marketing, 14, 737-761.
Hsieh, H. Y., Li, S. H(2008), «A Relative Influence of Service Quality and Relationship Quality on Customers' Loyalty for Restaurants». Department of Food and Beverage Management, Far East University
Iqbal, M. and Molyneux, P. (2005), Thirty Years of Islamic Banking: History, Performance and Prospects, J.KAU: Islamic Econ., Vol. 19, No. 1, pp: 37-39
Iqbal, Z. (1997). Islamic Financial System. Finance and Development 34(2): 42-45.
Iqbal, Z., & Mirakhor, A. (2011). An introduction to Islamic finance: Theory and practice (Vol. 687). John Wiley & Sons.
Ivens, B. S. (2004), «Industrial Seller’ Relational Behavior: Relational Styles and Their Impact on Relationship Quality”, Journal of Relationship Marketing, Vol. 3, No. 4, pp. 27-43.
Ivens, B. S. and Pardo, C. (2007), «Are key account relationships different? Empirical results on supplier strategies and customer reactions”, Industrial Marketing Management, Vol. 36, No. 4, pp. 470-82.
Lages, C., Lages, C. R., and Lages, L.F. (2005). " The RELQUAL scale: A measure of relationship quality in export market ventures," Journal of Business Research (58)
Lewicki, R.J. & Bunker, B.B., (1996), «Developing and maintaining trust in work relationships», in Kramer, R.M. & Tyler, T.R. (Eds), «Trust in Organizations: Frontiers of Theory and Research », Sage, Thousand Oaks, CA, pp; 114-39.
McKnight, D.H., & Chervany, N. (2002). What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology. International Journal of Electronic Commerce. 6, 2, 35-59.
McKnight, H.D., Choudhury, V. & Kacmar, C. (2002). Developing and validating trust measures for e-commerce : An integrative typology. Information Systems Research, 13, 3, 334-361.
McKnight, H.D., Cummings, L.L. & Chervany, N.L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review. 23, 3, 473–490.
Mimouni et volle (2003), «Bénéfices perçus de la fidélisation et qualité relationnelle: une application exploratoire au secteur du transport aérien», Actes du Congrès International de l’AFM 2003
Palmatier, R.W., Dant, R.P., Grewal, D., and Evans, K.R. (2006). " Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis," Journal of Marketing (70), 136– 153.
Palmer, A. (2002). The Evolution of an Idea: An Environmental Explanation of Relationship Marketing. Journal of Relationship Marketing, Vol. 1, No. 1, pp. 79-94.
Pennanen, K. (2006). How Consumers Build Trust in e-Commerce: Towards a Trust Formation Model. Latin American Advances in Consumer Research. 1, 38-44.
Razak, M. Sakrani, R. Abas,N. Yaacob, A. et Radzi,M. (2013), « Adaptive of SERVQUAL Model in Measuring Customer Satisfaction towards Service Quality Provided by Bank Islam Malaysia Berhad (BIMB) in Malaysia”, International Journal of Business and Social Science Vol. 4 No. 10
Rempel, J. K., Holmes, J. G. & Zanna, M. P. (1985). Trust in close relationships. Journal of Personality and Social Psychology. 49, 95-122.
Roberts, K., Varki, S. and Brodie, R. (2003), «Measuring the Quality of Relationships in Consumer Services: An Empirical Study”, European Journal of Marketing, Vol. 37, No. 1/2, pp. 169-196
Shapiro, D., Sheppard, B.H. & Cheraskin, L. (1992). Business on a handsake. Negotiation Journal. 8, 4, 365-377.
Skarmeas et Shabbir, A (2011), « Relationship quality and giving behaviour in the UK fundraising sector Exploring the antecedent roles of religiosity and self-construal”, European Journal of Marketing Vol. 45 No. 5, pp. 720-738.
Storbacka, K., Strandvik, T. et Gronroos, C. (1994), «Management customer relationship for profit: The dynamics of relationship quality” , International Journal of service Industry Management, 5, 31-38
Taylor, D. (2007). Caveat emptor in the financial services market. Consumer Policy Review, Vol. 17 Issue 6,p265-268.
Ulaga, W. and Eggert, A. (2006), «Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships”, European Journal of Marketing, Vol. 40, No. 3/4, pp. 311-327.
Vieira, A. L., Winklhofer, H., Ennew, C. T. (2008). Relationship Quality: a literature review and research agenda., JOURNAL OF CUSTOMER BEHAVIOUR, Vol. 7, No. 4, pp. 269-291.
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Publié-e
2017-06-22
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GDOURA ABDENNADHER, imen, TRABELSI, K., & ABDELLATIF, T. (2017). Les influences des déterminants de la qualité relationnelle des banques islamiques sur l’engagement de leurs clients. Journal of Academic Finance, 8(1). https://doi.org/10.59051/joaf.v8i1.88
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