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

• 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/76818/1/76818%20-%20Service%20quality%20on%20customers%E2%80%99%20satisfaction%20and%20loyalty.pdf; http://irep.iium.edu.my/76818/; http://ei.unida.gontor.ac.id/aicif-2019/
• Institution: Universiti Islam Antarabangsa Malaysia

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...