AVIS DE SOUTENANCE

AVIS DE SOUTENANCE
M. ALI JATI KASUMA
Soutiendra sa thèse en vue de l'obtention du diplôme
Doctorat en Sciences de Gestion
Le: 26 septembre 2012 à 10h00
salle des thèses
Sur le sujet: The effects of ethnicity and religiosity on loyalty of micro-enterprises owners towards banks. An
application in Malaysia.
Le jury se compose comme suit:
Qualité
Etablissement
Rôle
M. PHILIPPE MALAVAL
PROFESSEUR
GROUPE ESC TOULOUSE
Directeur de recherches
M. DWIGHT MERUNKA
PROFESSEUR DES
UNIVERSITES
AIX-MARSEILLE UNIVERSITE
Rapporteur du jury
Mme ROSMIMAH MOHD ROSLIN
PROFESSEUR
UNIVERSITI TEKNOLOGI MARA
MALAYSIA
Codirecteur de recherches
M. PIERRE VALETTE-FLORENCE
PROFESSEUR DES
UNIVERSITES
UNIVERSITE GRENOBLE 2
Rapporteur du jury
Nom
Résumé de la thèse
The purpose of this study was to gain an understanding of the structure and determinants of micro-enterprise owners loyalty towards their favorite
banks. Using both local and international banks in Malaysia as the focus of study, an exploratory research was carried out to assess microenterprise owners level of loyalty to their banks and the effect of ethnicity and religiosity. Data collection included pilot studies, re-analysis of
published literature, and using two major methods.
Guided by the Social Exchange Theory, the study also attempted to, integrate the seemingly findings of loyalty antecedents from services
marketing and banking/financial institutions literature. In the first major study, 20 informants provided insights into the nature of five reasons for
micro-enterprises owner s : Bank s Reputation, Perceived Service Quality, and Relationship Quality are salient themes as well as Ethnicity and
Religiosity which appeared to be a new emerging themes.
A second major study collected survey data from 356 bank s business customers of various conventional and Islamic banks. Hypotheses
relationships were tested through factors analysis and regression. This study findings could provide important direction for the development of the
holistic framework to explain the formation and structure of micro-enterprise owners loyalty towards banking and financial services industries.
Mots clés
Loyalty, Micro-enterprises, ethnicity, religiosity
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Toulouse, le 18/09/2012