rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    non sort: The
    title: influence of service quality, customer satisfaction and bank image on customer loyalty in Palestinian Islamic banks
  name:
    name part: Alnaser, Feras Mohammad
    role:
      role term: creator
    role:
      role term: author
  name:
    name part: Universiti Sultan Zainal Abidin
    name part: Faculty of Business and Management
  type of resource: text
  origin info:
    place:
      place term: my
    date issued: 2019
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: print
    extent: xvii, 264 leaves ; 31 cm.
  abstract: 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 ofnumber, 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 studie , 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, 357J) 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 satisfacnren was found positively impact on customer loyalty. Customer satisfaction was found to mediate the relationship between service quality dimension…
  table of contents: 1. Introduction -- 2. Literature review -- 3. Theoretical framework and hypotheses development -- 4. Research methodology -- 5. Data analysis results -- 6. Discussion and conclusion
  note: Feras Mohammad Alnaser
  note: Thesis (Degree of Doctor of Philosophy) - Universiti Sultan Zainal Abidin, 2019
  note: Includes bibliographical references (leaves 215-242)
  subject:
    name:
      name part: Universiti Sultan Zainal Abidin
    topic: Faculty of Business and Management
    genre: Dissertations
  subject:
    name:
      name part: Universiti Sultan Zainal Abidin
    topic: Dissertations
  subject:
    topic: Dissertations, Academic
  subject:
    topic: Customer services
  subject:
    topic: Consumer satisfaction
  subject:
    topic: Banks and banking
    topic: Customer services
  subject:
    topic: Customer loyalty
  subject:
    topic: Consumer satisfaction
    geographic: Palestine
  classification: HG1616.C87 A46 2019
  record info:
    record content source: UniSZA
    record creation date: 200128
    record change date: 20220314093000.0
    record identifier: 0000097965