Service quality of Islamic banks: a cultural perspective
The purpose of this paper is to examine the relationship between culturally-based service quality measure on customer satisfaction and loyalty in the Malaysian Islamic banking context. This study utilises the PAKSERV model, a cultural-based instrument together with additional dimensions compliance f...
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Centre for Research on Islamic Banking & Finance and Business
2020
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my.iium.irep.821312020-08-13T01:09:32Z http://irep.iium.edu.my/82131/ Service quality of Islamic banks: a cultural perspective Mohd Hanafi, Siti Nurul Izzati Maulan, Suharni Ab Hamid, Siti Ngayesah HG3368 Islamic Banking and Finance The purpose of this paper is to examine the relationship between culturally-based service quality measure on customer satisfaction and loyalty in the Malaysian Islamic banking context. This study utilises the PAKSERV model, a cultural-based instrument together with additional dimensions compliance from CARTER model. A survey questionnaire was utilised to examine the relationships. Data were analysed using PLS-SEM. The result shows that five of the service quality dimensions have significant relationships with customer satisfaction. Compliance, the additional dimension, had been found to be the most influential. This study also reinforces the relationship between satisfaction and loyalty. The compliance dimension added to the PAKSERV measure that denotes religious belief enhances the cultural elements of service quality measure for Islamic banks. Centre for Research on Islamic Banking & Finance and Business 2020-07-30 Article NonPeerReviewed application/pdf en http://irep.iium.edu.my/82131/1/685 application/pdf en http://irep.iium.edu.my/82131/2/Service%20Quality%20of%20Islamic%20Bank.pdf Mohd Hanafi, Siti Nurul Izzati and Maulan, Suharni and Ab Hamid, Siti Ngayesah (2020) Service quality of Islamic banks: a cultural perspective. International Journal of Islamic Banking and Finance Research,, 4 (2). pp. 11-21. ISSN 2576-4136 E-ISSN 2576-4144 https://www.cribfb.com/journal/index.php/ijibfr doi.org/10.46281/ijibfr.v4i2.685 |
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HG3368 Islamic Banking and Finance Mohd Hanafi, Siti Nurul Izzati Maulan, Suharni Ab Hamid, Siti Ngayesah Service quality of Islamic banks: a cultural perspective |
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The purpose of this paper is to examine the relationship between culturally-based service quality measure on customer satisfaction and loyalty in the Malaysian Islamic banking context. This study utilises the PAKSERV model, a cultural-based instrument together with additional dimensions compliance from CARTER model. A survey questionnaire was utilised to examine the relationships. Data were analysed using PLS-SEM. The result shows that five of the service quality dimensions have significant relationships with customer satisfaction. Compliance, the additional dimension, had been found to be the most influential. This study also reinforces the relationship between satisfaction and loyalty. The compliance dimension added to the PAKSERV measure that denotes religious belief enhances the cultural elements of service quality measure for Islamic banks. |
format |
Article |
author |
Mohd Hanafi, Siti Nurul Izzati Maulan, Suharni Ab Hamid, Siti Ngayesah |
author_facet |
Mohd Hanafi, Siti Nurul Izzati Maulan, Suharni Ab Hamid, Siti Ngayesah |
author_sort |
Mohd Hanafi, Siti Nurul Izzati |
title |
Service quality of Islamic banks: a cultural perspective |
title_short |
Service quality of Islamic banks: a cultural perspective |
title_full |
Service quality of Islamic banks: a cultural perspective |
title_fullStr |
Service quality of Islamic banks: a cultural perspective |
title_full_unstemmed |
Service quality of Islamic banks: a cultural perspective |
title_sort |
service quality of islamic banks: a cultural perspective |
publisher |
Centre for Research on Islamic Banking & Finance and Business |
publishDate |
2020 |
url |
http://irep.iium.edu.my/82131/1/685 http://irep.iium.edu.my/82131/2/Service%20Quality%20of%20Islamic%20Bank.pdf http://irep.iium.edu.my/82131/ https://www.cribfb.com/journal/index.php/ijibfr |
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