Purpose This study aims to investigate two primary objectives. First, this study examines the influence of modified service quality dimensions on Islamic bank customer satisfaction using a compliance, reliability, empathy, assurance, tangible, operational efficiency, responsiveness (CREATOR) model. Second, the study explores the relationship between customer satisfaction, trust, loyalty and word of mouth (WOM) in Islamic banking of Pakistan. Design/methodology/approach The proposed model was analyzed using PLS-SEM-based approach. A total of 312 usable responses were used for data analysis. Findings The results indicate that all CREATOR dimensions have a significant positive impact on Islamic banks’ customer satisfaction. Similarly, this study also found a significant positive relationship between customer satisfaction, trust, loyalty and WOM. Overall, this study modified a well-established service quality framework by successfully implementing the CREATOR model in Islamic banking. Originality/value This study will provide helpful policy guidelines for Islamic bank managers improve their service quality and strengthen their relationships with existing and new customers. The authors are also sure that their proposed model will add value to the ongoing service quality literature by indicating the role of operational effectiveness in increasing customer satisfaction and promoting positive WOM.

The study aims to determine the impact of vlogger’s reputation on viewers’ trust on vlogger’s recommendations (TVR) and perceived usefulness of vlogger’s recommendations (PUVR). Moreover, the study examines the impact of TVR and PUVR on attitude and intention to shop online. A sample of 250 responses was collected from social media users and structural equation analysis technique was employed. The findings indicate that vlogger’s reputation has a significant role in building TVR, and PUVR and TVR and PUVR significantly influence the attitude and intention to shop online. The study also identified a positive impact of attitude towards online shopping on online shopping intention. The research provides insights to the marketers and practitioners as the findings guides on crafting promotional strategies using vloggers.

Purpose This study aims to examine the impact of stakeholder pressure on Islamic banks’ corporate social responsibility (CSR) practices and financial performance. Design/methodology/approach A close-ended questionnaire was collected from 282 Islamic bank’s branch managers. Partial least square structural equation modeling was used to test the hypothesized model. Both measurement and structural models were found to be fit for this research. Findings Results indicate that all components of stakeholder pressure (management, client, competitor, Sharia advisory board and community) have a significant positive impact on Islamic CSR. The findings of this study further revealed that Islamic CSR is a significant predictor of bank’s financial performance. Based on the present empirical results, this study suggests that Islamic bank managers should develop the best CSR practices to gain a competitive advantage and sustainable financial performance. Originality/value Overall, this study contributes significantly to the Islamic bank CSR literature. However, to the best of the authors’ knowledge, few studies have been conducted to establish a link between firm performance and CSR in Islamic banks using a comprehensive model of stakeholder pressure.

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