Testing customer’s knowledge on customer intimacy and its impact on repurchase intention
| Pages | 594-608 |
| Published date | 11 November 2019 |
| DOI | https://doi.org/10.1108/VJIKMS-03-2019-0041 |
| Date | 11 November 2019 |
| Author | Liza Nora |
| Subject Matter | Information & knowledge management,Knowledge management,Knowledge management systems |
Testing customer’s knowledge on
customer intimacy and its impact
on repurchase intention
Liza Nora
Faculty of Economics and Business, Faculty of Economic and Social Sciences,
Muhammadiyah University Jakarta, Jakarta, Indonesia
Abstract
Purpose –The purpose of this paper is testing customer’sknowledge on customer intimacy and its impact
on repurchaseintention, specifically to Bank Muamalat’s customersin Jakarta, Indonesia.
Design/methodology/approach –This research was conducted at sharia bank with research subject
that is a customer of Bank Muamalat reasons to chooseBank Muamalat as a representative of other sharia
banks as a place of research because it is the first sharia bank in Indonesia and more experienced in
implementing sharia practices. The branchoffices approved as research sites are only seven branch offices
(Panglima Polim, Slipi, Tanah Abang, Kemayoran, Mangga Dua, Buaran and Kalimalang) in five areas of
DKI Jakarta (Central Jakarta, WestJakarta, South Jakarta, East Jakarta and North Jakarta). Respondents at
the seven branch offices are consideredto represent customers of Bank Muamalat in the area of Jakarta.Data
were collectedfrom August to December 2017.
Findings –High customer knowledgeis able to encourage customer intimacy, and highcustomer intimacy
is also able to encourage repurchaseintention. On the other hand, it was found that customer knowledgewas
not directly ableto increase the intention of repeat purchase. However, from the mediationtest (indirect effect)
is seen with highcustomer knowledge, supported by the high customerintimacy, it can indirectly increase the
high repurchasingintention.
Originality/value –Originality is seen from testing the mediation effect of customer intimacy on the
influence of customer knowledge on purchase intentions. Furthermore, inconsistencies put the customer’s
familiarity with familiarity, and familiarity with the intention of repeat purchase, are re-examined in the context
of sharia banks. It is assumed the test results will be different if done in different countries and institutions.
Keywords Customer knowledge, Customer intimacy, Repurchasing intention
Paper type Research paper
1. Introduction
In building relationships with customers, the banking industry has a high level of service,
and perhaps, even more personal relationships between employees and customers. Seeing
this, sharia banks shouldbe able to create value that is different from conventional banking.
The fundamental difference between a sharia bank and a conventional bank is that sharia
bank require investments in lawful ones, based on the principle of profit sharing, sale or
lease, profit-oriented and falah (welfare), customer relationships in the form of partnership
relationships, collection and distribution funds shall be in accordance with the fatwa of the
Sharia Supervisory Board, while in a conventional bank it is allowed to invest in the lawful
and haram, using the tools of interest, profit-oriented, therelationship with the customer in
the form of debtors relationship,and there is no similar board (Antonio, 2001, p. 34). Another
distinguishing factor that should be the concern of sharia bank is how to deliver superior
value to customers. Treacy and Wiersema (1996) introduced three approaches to delivering
high value to customers, one of which is customerintimacy (customer intimacy). According
VJIKMS
49,4
594
Received26 March 2019
Revised16 July 2019
Accepted18 July 2019
VINEJournal of Information and
KnowledgeManagement Systems
Vol.49 No. 4, 2019
pp. 594-608
© Emerald Publishing Limited
2059-5891
DOI 10.1108/VJIKMS-03-2019-0041
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