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Service quality of Islamic banks: a cultural perspective

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

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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.

Item Type: Article (Journal)
Additional Information: 4836/82131
Uncontrolled Keywords: Customer Loyalty, Customer Satisfaction, Islamic Banking, PAKSERV, Service Quality.
Subjects: H Social Sciences > HG Finance > HG3368 Islamic Banking and Finance
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Dr Suharni Maulan
Date Deposited: 13 Aug 2020 09:09
Last Modified: 13 Aug 2020 09:09
URI: http://irep.iium.edu.my/id/eprint/82131

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