Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks

The objective of this study is to examine the impact of PAKSERV measures on customers’ satisfaction, loyalty and trust in Malaysian Islamic banks. These comprehensive measures concern on the cultural dimension of service quality by focusing on the mediating role of trust in the Malaysian context. A...

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Main Authors:	Haron, Razali, Abdul Subar, Noradilah, Ibrahim, Khairunisah
Format:	Conference or Workshop Item
Language:	English
Published:	2019
Subjects:	HG3368 Islamic Banking and Finance
Online Access:	http://irep.iium.edu.my/76818/ http://irep.iium.edu.my/76818/ http://irep.iium.edu.my/76818/1/76818%20-%20Service%20quality%20on%20customers%E2%80%99%20satisfaction%20and%20loyalty.pdf

id	iium-76818
recordtype	eprints
spelling	iium-768182019-12-17T04:55:26Z http://irep.iium.edu.my/76818/ Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks Haron, Razali Abdul Subar, Noradilah Ibrahim, Khairunisah HG3368 Islamic Banking and Finance The objective of this study is to examine the impact of PAKSERV measures on customers’ satisfaction, loyalty and trust in Malaysian Islamic banks. These comprehensive measures concern on the cultural dimension of service quality by focusing on the mediating role of trust in the Malaysian context. A survey was conducted involving 401 Islamic bank customers in the states of Kuala Lumpur and Selangor, Malaysia. The data were analysed through exploratory factor analysis, confirmatory factor analysis and structural equation modeling employing AMOS 23 and SPSS 23. The study found positive relationship of PAKSERV dimensions of service quality, customer satisfaction, customer loyalty, and the mediating role of trust in enhancing customers’ loyalty. This study provides new evidence on how trust can act as a partial mediation on the relationship between customer satisfaction and customer loyalty in the cultural context of Malaysian Islamic banking sector. The findings of this study can be used as a framework for other Islamic financial institutions (IFIs) such as the Islamic social finance institutions in improving services to its customers. 2019-12-03 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/76818/1/76818%20-%20Service%20quality%20on%20customers%E2%80%99%20satisfaction%20and%20loyalty.pdf Haron, Razali and Abdul Subar, Noradilah and Ibrahim, Khairunisah (2019) Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks. In: The 7th ASEAN Universities International Conference on Islamic Finance (AICIF 2019), Gontor, Indonesia. (Unpublished) http://ei.unida.gontor.ac.id/aicif-2019/
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HG3368 Islamic Banking and Finance
spellingShingle	HG3368 Islamic Banking and Finance Haron, Razali Abdul Subar, Noradilah Ibrahim, Khairunisah Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks
description	The objective of this study is to examine the impact of PAKSERV measures on customers’ satisfaction, loyalty and trust in Malaysian Islamic banks. These comprehensive measures concern on the cultural dimension of service quality by focusing on the mediating role of trust in the Malaysian context. A survey was conducted involving 401 Islamic bank customers in the states of Kuala Lumpur and Selangor, Malaysia. The data were analysed through exploratory factor analysis, confirmatory factor analysis and structural equation modeling employing AMOS 23 and SPSS 23. The study found positive relationship of PAKSERV dimensions of service quality, customer satisfaction, customer loyalty, and the mediating role of trust in enhancing customers’ loyalty. This study provides new evidence on how trust can act as a partial mediation on the relationship between customer satisfaction and customer loyalty in the cultural context of Malaysian Islamic banking sector. The findings of this study can be used as a framework for other Islamic financial institutions (IFIs) such as the Islamic social finance institutions in improving services to its customers.
format	Conference or Workshop Item
author	Haron, Razali Abdul Subar, Noradilah Ibrahim, Khairunisah
author_facet	Haron, Razali Abdul Subar, Noradilah Ibrahim, Khairunisah
author_sort	Haron, Razali
title	Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks
title_short	Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks
title_full	Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks
title_fullStr	Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks
title_full_unstemmed	Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks
title_sort	service quality on customers’ satisfaction and loyalty. survey evidence on mediation role of trust in islamic banks
publishDate	2019
url	http://irep.iium.edu.my/76818/ http://irep.iium.edu.my/76818/ http://irep.iium.edu.my/76818/1/76818%20-%20Service%20quality%20on%20customers%E2%80%99%20satisfaction%20and%20loyalty.pdf
first_indexed	2023-09-18T21:48:30Z
last_indexed	2023-09-18T21:48:30Z
_version_	1777413610977361920

Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks

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