2019_The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks
| Format: | General Document |
|---|
| _version_ | 1860798086830358528 |
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| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2019-12-09 |
| format | General Document |
| id | 15866 |
| institution | UniSZA |
| internalnotes | Sila masukkan subject wajib Dissertations, Academic. Terima kasih... |
| originalfilename | 15866_2b564b8f165dc50.pdf |
| person | Feras Mohammad Alnaser |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15866 |
| sourcemedia | Server storage Scanned document |
| spelling | 15866 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15866 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Customer loyalty Customer satisfaction Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 285 2019-12-09 15866_2b564b8f165dc50.pdf Feras Mohammad Alnaser Influence Of Service Quality Customer Satisfaction Bank Image On Customer Loyalty Palestinian Islamic Banks Banks and banking—Customer services—Palestine Bank marketing Islamic banks and banking 2019_The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks Customer loyalty in Islamic banking has been a major concern to practitioners due to increasing local and global competition from conventional and Islamic banks. The Islamic banking sector in Palestine has been seen at the lowest level in terms of number, clients and assets compared to conventional banks. Aside of stagnant growth, banking sector in Palestine has been criticised by customers with respect to service quality. In early studies, SERVQUAL service quality model was extensively used to investigate service quality issues in the banking sector. However, previous service quality model did not include the dimension of culture to measure service quality. Past studies also supported that service quality, satisfaction and image were among key factors to customer loyalty in banking industry. Therefore, this study was conducted to investigate the influence of Pakistan Service Quality dimensions (PAKSERV), subjective norms, customer satisfaction and bank image on customer loyalty of Palestine Islamic banking customers. Two main theories used in this study, Theory of Reasoned Action (TRA) and Expectancy Disconfirmation Theory (EDT). The respondents for this study were Islamic banks customers in Palestine. A total of 500 questionnaires were distributed in three cities: Nablus, Ramallah and Hebron using convenience sampling method. Therefore, 357 completed questionnaires were retrieved, giving a response rate of 71% of the original sample. The data was collected in six weeks beginning of September 2017. The research model was empirically tested using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. Results of SEM depicted that tangibility, reliability, assurance, sincerity, personalization, formality and subjective norms explained 80% variance in customer satisfaction. Additionally, customer satisfaction was found positively impact on customer loyalty. Customer satisfaction was found to mediate the relationship between service quality dimensions (tangibility, reliability, assurance, sincerity, personalization, formality and subjective norms) and customer loyalty. Moreover, the study also confirmed that bank image moderates the relationship between customer satisfaction and customer loyalty. The results of this study have provided several implications for practitioners and researchers. The findings of this study provided insights to top managements of banking industry with regard to the importance of the mediating role of customer satisfaction and subjective norms as the most influencing construct. Dissertations, Academic Sila masukkan subject wajib Dissertations, Academic. Terima kasih... Thesis |
| spellingShingle | 2019_The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks |
| state | Terengganu |
| subject | Customer loyalty Customer satisfaction Banks and banking—Customer services—Palestine Bank marketing Islamic banks and banking Dissertations, Academic |
| summary | Customer loyalty in Islamic banking has been a major concern to practitioners due to increasing local and global competition from conventional and Islamic banks. The Islamic banking sector in Palestine has been seen at the lowest level in terms of number, clients and assets compared to conventional banks. Aside of stagnant growth, banking sector in Palestine has been criticised by customers with respect to service quality. In early studies, SERVQUAL service quality model was extensively used to investigate service quality issues in the banking sector. However, previous service quality model did not include the dimension of culture to measure service quality. Past studies also supported that service quality, satisfaction and image were among key factors to customer loyalty in banking industry. Therefore, this study was conducted to investigate the influence of Pakistan Service Quality dimensions (PAKSERV), subjective norms, customer satisfaction and bank image on customer loyalty of Palestine Islamic banking customers. Two main theories used in this study, Theory of Reasoned Action (TRA) and Expectancy Disconfirmation Theory (EDT). The respondents for this study were Islamic banks customers in Palestine. A total of 500 questionnaires were distributed in three cities: Nablus, Ramallah and Hebron using convenience sampling method. Therefore, 357 completed questionnaires were retrieved, giving a response rate of 71% of the original sample. The data was collected in six weeks beginning of September 2017. The research model was empirically tested using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. Results of SEM depicted that tangibility, reliability, assurance, sincerity, personalization, formality and subjective norms explained 80% variance in customer satisfaction. Additionally, customer satisfaction was found positively impact on customer loyalty. Customer satisfaction was found to mediate the relationship between service quality dimensions (tangibility, reliability, assurance, sincerity, personalization, formality and subjective norms) and customer loyalty. Moreover, the study also confirmed that bank image moderates the relationship between customer satisfaction and customer loyalty. The results of this study have provided several implications for practitioners and researchers. The findings of this study provided insights to top managements of banking industry with regard to the importance of the mediating role of customer satisfaction and subjective norms as the most influencing construct. |
| title | 2019_The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks |
| title_full | 2019_The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks |
| title_fullStr | 2019_The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks |
| title_full_unstemmed | 2019_The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks |
| title_short | 2019_The Influence of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Palestinian Islamic Banks |
| title_sort | 2019_the influence of service quality, customer satisfaction and bank image on customer loyalty in palestinian islamic banks |