The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context

• 主要な著者: Mazuri, Abd Ghani, Feras MI, Alnaser, Samar, Rahi, Majeed, Mansour, Hussein, Abed
• フォーマット: 論文
• 言語: English
• 出版事項: 2017
• 主題: HG Finance
• オンライン･アクセス: http://eprints.unisza.edu.my/5346/1/FH02-FESP-17-10524.pdf; http://eprints.unisza.edu.my/5346/

The purpose of this study was to extend the SERVQUAL model with subjective norms and to investigate the customer satisfaction and customer loyalty in Islamic Banks. This study has used survey method where data was collected from 500 respondents through a questionnaire survey. Structural equation m...