Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust
Purpose – The objective of this study is to examine the impact of PAKSERV model 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...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Publishing
2020-10-01
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| Series: | Islamic Economic Studies |
| Subjects: | |
| Online Access: | https://www.emerald.com/insight/content/doi/10.1108/IES-12-2019-0041/full/pdf |
| _version_ | 1797789165223411712 |
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| author | Razali Haron Noradilah Abdul Subar Khairunisah Ibrahim |
| author_facet | Razali Haron Noradilah Abdul Subar Khairunisah Ibrahim |
| author_sort | Razali Haron |
| collection | DOAJ |
| description | Purpose – The objective of this study is to examine the impact of PAKSERV model 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. Design/methodology/approach – A survey was conducted involving 401 customers of Islamic banks in the states of Kuala Lumpur and Selangor, Malaysia. The data were analyzed through exploratory factor analysis, confirmatory factor analysis and structural equation model employing AMOS 23 and SPSS 23. Findings – The study found positive relationship of PAKSERV dimensions of service quality, customers' satisfaction, customers' loyalty and the mediating role of trust in enhancing customers' loyalty. This study provides new evidence on how trust can act as a partial mediation on the relationship between customers' satisfaction and customers' loyalty in the cultural context of Islamic banking in Malaysia. Practical implications – The findings of this study can be used as a framework for other Islamic Financial Institutions (IFIs) in improving services to its customers. Originality/value – This study contributes to the body of knowledge in enhancing the understanding on customers' satisfaction, loyalty and trust in Islamic banks in Malaysia. This study also covers a broad range of respondents, hence representing a good diversity of Islamic banks' customers. |
| first_indexed | 2024-03-13T01:45:55Z |
| format | Article |
| id | doaj.art-adec7e95afc0488dba3ac43722e13915 |
| institution | Directory Open Access Journal |
| issn | 1319-1616 2411-3395 |
| language | English |
| last_indexed | 2024-03-13T01:45:55Z |
| publishDate | 2020-10-01 |
| publisher | Emerald Publishing |
| record_format | Article |
| series | Islamic Economic Studies |
| spelling | doaj.art-adec7e95afc0488dba3ac43722e139152023-07-03T08:12:54ZengEmerald PublishingIslamic Economic Studies1319-16162411-33952020-10-0128132310.1108/IES-12-2019-0041Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trustRazali Haron0Noradilah Abdul Subar1Khairunisah Ibrahim2IIUM Institute of Islamic Banking and Finance, International Islamic University Malaysia, Kuala Lumpur, MalaysiaIIUM Institute of Islamic Banking and Finance, International Islamic University Malaysia, Kuala Lumpur, MalaysiaDepartment of Finance, International Islamic University Malaysia, Kuala Lumpur, MalaysiaPurpose – The objective of this study is to examine the impact of PAKSERV model 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. Design/methodology/approach – A survey was conducted involving 401 customers of Islamic banks in the states of Kuala Lumpur and Selangor, Malaysia. The data were analyzed through exploratory factor analysis, confirmatory factor analysis and structural equation model employing AMOS 23 and SPSS 23. Findings – The study found positive relationship of PAKSERV dimensions of service quality, customers' satisfaction, customers' loyalty and the mediating role of trust in enhancing customers' loyalty. This study provides new evidence on how trust can act as a partial mediation on the relationship between customers' satisfaction and customers' loyalty in the cultural context of Islamic banking in Malaysia. Practical implications – The findings of this study can be used as a framework for other Islamic Financial Institutions (IFIs) in improving services to its customers. Originality/value – This study contributes to the body of knowledge in enhancing the understanding on customers' satisfaction, loyalty and trust in Islamic banks in Malaysia. This study also covers a broad range of respondents, hence representing a good diversity of Islamic banks' customers.https://www.emerald.com/insight/content/doi/10.1108/IES-12-2019-0041/full/pdfService qualitySatisfactionLoyaltyPAKSERVIslamic bank |
| spellingShingle | Razali Haron Noradilah Abdul Subar Khairunisah Ibrahim Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust Islamic Economic Studies Service quality Satisfaction Loyalty PAKSERV Islamic bank |
| title | Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust |
| title_full | Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust |
| title_fullStr | Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust |
| title_full_unstemmed | Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust |
| title_short | Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust |
| title_sort | service quality of islamic banks satisfaction loyalty and the mediating role of trust |
| topic | Service quality Satisfaction Loyalty PAKSERV Islamic bank |
| url | https://www.emerald.com/insight/content/doi/10.1108/IES-12-2019-0041/full/pdf |
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