Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty
In service oriented industry, it is very difficult to set a standard rule to satisfy customers. As customer awareness increases on the service offered by banks, expectation from services quality increases too. Quality of a service in banking industry plays an essential role in measuring the perfo...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
2018
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| Subjects: | |
| Online Access: | http://eprints.unisza.edu.my/6761/1/FH02-FESP-18-13556.pdf http://eprints.unisza.edu.my/6761/ |
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| Summary: | In service oriented industry, it is very difficult to set a standard rule to satisfy customers. As
customer awareness increases on the service offered by banks, expectation from services
quality increases too. Quality of a service in banking industry plays an essential role in
measuring the performance of banks. Thus, the present study examines the PAKSERV model
to measure customer satisfaction and customer loyalty of Islamic Banks in Palestine. A survey
method was adopted where data was collected from 482 respondents through structured
questionnaire. Structural equation model (SEM) was applied to check the hypothesis
relationship between proposed constructs. Statistical finding revealed that PAKSERV model
had significant impact on customer satisfaction and customer loyalty in Islamic banks of
Palestine. Results also revealed that in cultural context PAKSERV model was the most
appropriate scale and had predictive power of service quality in banking industry of Palestine.
The findings of this study will be helpful for managers and policy makers to improve the
service quality in Islamic banks of Palestine |
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