itizenship behavior of the customer survey of a sample of the customers of Islamic Bank in Malaysia (CIMB)

Abstract

This research presents theoretical and empirical framework about topic of Customer Citizenship Behavior (CCB) by showing and discussion of its intellectual opinions. The current research attempts to measure practice level of customer citizenship by using scale of (Groth, 2005) which includes three dimensions are (Recommendations, Helping other customers and Providing feedback). With data collected from sample of (97) customers in one of branch Islamic bank of (CIMB) in Malaysia. This research used set from appropriate statistic tools such as mean, standard deviation, Cronback Alfa and confirmatory factor analysis (CFA). According to findings OF research, the author formulated number from recommendations. These recommendations included set from practices which helps research's organization in enhancing customer citizenship behavior.