The impact of SERVQUAL model and subjective norms on customer’s satisfaction and customer loyalty in Islamic banks: A cultural context
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 m...
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| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
2017
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| Subjects: | |
| Online Access: | http://eprints.unisza.edu.my/5346/1/FH02-FESP-17-10524.pdf http://eprints.unisza.edu.my/5346/ |
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| Institution: | Universiti Sultan Zainal Abidin |
| Language: | English |
| 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. |
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