Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model

Ali, Muhammad; Raza, Syed Ali

doi:10.1080/14783363.2015.1100517

Cited by 232 publications

(243 citation statements)

References 72 publications

(121 reference statements)

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“…The above rational emphasizes the exigency to gain service quality knowledge for Islamic banking to further concrete the phenomena along with associated concepts and issues. Thus this study focuses on the service quality knowledge and customer perception of Islamic bank customers which had been previously researched by (Faisal, Shabbir, Javed and Farooq, 2016;Ahmad, Rehman and Saif, 2010;Ali and Raza, 2015).…”

Section: Islamic Banking Sector (Bank Islam Brunei Darussalam (Bibd) mentioning

confidence: 99%

“…The study suggested that demographic variables have different impact in the perception of service quality. Ali and Raza, (2015) measured service quality perception and customer satisfaction among Islamic bank customers in Pakistan adopting Carter model. The findings of the study suggested that all the dimensions of service quality have direct and positive relationship with customer satisfaction.…”

Section: Review Of Past Studiesmentioning

confidence: 99%

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Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)

Ali

2018

IJBM

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The main focus of this study is to examine the relationship between service quality and customers' perception. The study deployed modified Carter model by introducing two unique dimensions of corporate social responsibility and innovation to examine this relationship. A self-administrated questionnaire based field survey was conducted. The research instrument was designed using eight dimensions of service quality. The content of the questionnaire was adjusted for relevance and friendliness purpose through pilot testing. Data was collected from 155 Bank Islam Brunei Darussalam (BIBD) customers from Muara district of Brunei. The sample data were statistically analyzed through descriptive, Cronbachs' Alpha, Kaiser-Meyer-Olkin and Bartlett's test, Pearson correlation test and confirmatory factory analysis (CFA). Pearson test was used to represent significant relationship between service quality and customer perception and CFA test was done to suggest the fitness of proposed Carter model suitability for Brunei's Islamic banking. Results of the study revealed that service quality and customer perception are significantly related and Carter model is suitable for Islamic banking system in Brunei. Furthermore the study has practical implications for BIBD policy makers and managers to understand customer perception and adjust its service quality according to customer desire.

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Section: Islamic Banking Sector (Bank Islam Brunei Darussalam (Bibd) mentioning

confidence: 99%

Section: Review Of Past Studiesmentioning

confidence: 99%

Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)

Ali

2018

IJBM

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“…With little modifications in SERVQUAL due to contextual differences, it has been found valid in various services sectors. For example, educational institutes (Akhlaghi, Amini, & Akhlaghi, 2012), insurance companies (Tsoukatos & Rand, 2007), Travel agencies (Bigne´, Martı´nez, Miquel, & Andreu, 2003), Banks (Karatepe, Yavas, & Babakus, 2005), Islamic banks (Ali & Raza, 2017), hospitality industry (Akbaba, 2006), telecom (Johnson & Sirikit, 2002) etc. Although SERVQUAL is a recognized model and is highly applicable in services sector, it has been subject to criticism.…”

Section: Literature Reviewmentioning

confidence: 99%

“…It has been established many times that service quality is an important indicator of customer satisfaction (e.g. Ali & Raza, 2017, Namin, 2017 which ultimately leads to different stages of customer loyalty (Wahab, Hassan, Shahid, & Maon, 2016). The relationship is simple; the more loyal customer you have, the more profits for your organization (Ozantac, Saner, & Sen, 2016).…”

Section: Introductionmentioning

confidence: 99%

Revision and Validation of Retail Service Quality Scale in Branchless Banking

Ali

Azam

Hunjra

2017

BER

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“…Similarly in the investigations of intangibles, a predominance of sectors such as banking (Ali and Raza 2015;Ateba, Maredza, Ohei, Deka and Schutte 2015) and tourism (Pereira, Salgueiro and Rita 2016;Triantafillidou and Petala 2016) is manifested in this type of research. Specifically within the tourism sector, the research related to this theme varies from tourism modality, with research related to health tourism (Aziz, Md-Yusof, AbuBakar, Taib and Ayob 2015), sports (Hallmann, Mueller and Peters 2015), cultural (Chai, Bao, Sun and Cao 2015) but with a large predominance of mass tourism of sun and beach (Bujosa, Riera and Pons 2015).…”

Section: Introductionmentioning

confidence: 99%

Structural Equation Model: Influence on Tourist Satisfaction With Destination Atributes

Pérez-Campdesuñer¹,

García-Vidal²,

Sánchez-Rodríguez³

et al. 2017

Tour. hosp. manag.

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Purpose -To present a model that expresses the relationships observed between a set of independent variables that condition overall satisfaction with a tourist destination, allowing to discover the potential for improvement of this indicator. Methodology -An instrument is designed to measure the satisfaction of tourists with a destination, starting from a list of attributes used in the literature that are submitted to the research of experts. A reliability analysis of the results and an evaluation of construct validity were performed. Through a confirmatory factor analysis, the factorial structure of the set of observed variables was identified. Finally, a structural equations model was created to understand the interrelationship between the variables considered in the study and their incidence in general satisfaction with the destination. Findings -The application of the instrument designed to the calculated sample allowed to identify the latent variables existing in the practical construct studied, identifying through the factorial analysis four aspects associated to the satisfaction of tourists with the destination: access, lodging, facilities and attractions. The construction of the structural equations model corroborated the previous results and evidenced the level of incidence of each factor studied in the overall satisfaction as well as the incidence of each attribute in the factor that integrates. Originality -It is achieved define a structural equations model that represents and explains the relationship between the variables considered in the quality management of a destination and the degree to which they relate to each other and influence the level of satisfaction experienced by tourists.

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Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model

Cited by 232 publications

References 72 publications

Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)

Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)

Revision and Validation of Retail Service Quality Scale in Branchless Banking

Structural Equation Model: Influence on Tourist Satisfaction With Destination Atributes

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