The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context
| Format: | Restricted Document |
|---|
| _version_ | 1860797040306421760 |
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| building | INTELEK Repository |
| caption | International Journal of Economics & Management Sciences |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 |
| date | 2017-09-20 13:43:50 |
| format | Restricted Document |
| id | 11146 |
| institution | UniSZA |
| originalfilename | 5346-01-FH02-FESP-17-10524.pdf |
| person | Feras MI Alnaser |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=11146 |
| spelling | 11146 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=11146 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 Restricted Document Article Journal application/pdf 7 Adobe Acrobat Pro DC 20 Paper Capture Plug-in 1.7 Customer loyalty Feras MI Alnaser 2017-09-20 13:43:50 xmp.id:73B01D7EDB9DE711937E839EAA966EFB International Journal of Economics & Management Sciences SERVQUAL Subjective norms Customer satisfaction Cultural context Structural Equation Modeling (SEM) 5346-01-FH02-FESP-17-10524.pdf UniSZA Private Access The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context International Journal of Economics & Management Sciences 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 model (SEM) was applied to check the hypothesis relationship between proposed constructs. Finding revealed that the extended model has significant impact on customer satisfaction and customer loyalty in Islamic banks of Palestine. Furthermore, this study unearths certain areas that were not previously discussed in Arab cultural context such as subjective norms. The findings of this study will be helpful for managers and policy makers to improve the service quality in Islamic Banks of Palestine. Extension of this study in other developing countries is recommended as this study was contextualized in Palestinian cultural context. 6 5 1-7 |
| spellingShingle | The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context |
| subject | Customer loyalty SERVQUAL Subjective norms Customer satisfaction Cultural context Structural Equation Modeling (SEM) |
| summary | 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 model (SEM) was applied to check the hypothesis relationship between proposed constructs. Finding revealed that the extended model has significant impact on customer satisfaction and customer loyalty in Islamic banks of Palestine. Furthermore, this study unearths certain areas that were not previously discussed in Arab cultural context such as subjective norms. The findings of this study will be helpful for managers and policy makers to improve the service quality in Islamic Banks of Palestine. Extension of this study in other developing countries is recommended as this study was contextualized in Palestinian cultural context. |
| title | The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context |
| title_full | The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context |
| title_fullStr | The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context |
| title_full_unstemmed | The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context |
| title_short | The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context |
| title_sort | impact of servqual model and subjective norms on customer’s satisfaction and customer loyalty in islamic banks: a cultural context |