2015
DOI: 10.1108/ijbm-08-2013-0084
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Customer satisfaction and loyalty in Malaysian Islamic banks:a PAKSERV investigation

Abstract: Purpose – The purpose of this paper is to examine the impact of PAKSERV measures on customer satisfaction and loyalty in the Malaysian Islamic banking context. Design/methodology/approach – The dimensionality of the PAKSERV scale is examined with confirmatory factor analysis. A survey approach is adopted to collect data from 300 Islamic banking customers in Kuching, Malaysia. Findings … Show more

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Cited by 104 publications
(189 citation statements)
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“…Some previous studies had proved the influence of satisfaction on customer loyalty, Siddiqi (2011), Nayebzadeh et.al 2013, Sabir et.al (2014), and Kashif et. al (2015).…”
Section: The Effect Of Customer Satisfaction On Customer Loyaltymentioning
confidence: 95%
“…Some previous studies had proved the influence of satisfaction on customer loyalty, Siddiqi (2011), Nayebzadeh et.al 2013, Sabir et.al (2014), and Kashif et. al (2015).…”
Section: The Effect Of Customer Satisfaction On Customer Loyaltymentioning
confidence: 95%
“…The positive effect of user satisfaction (with a particular service) on the attitudinal and behavioral loyalty has been acknowledged consistently within the marketing literature (Anderson and Srinivasan 2003;Kashif et al 2015;Hallowell 1996;Yang and Peterson 2004). EC literature, for example, explains that dissatisfaction toward a product or service may cause customers to develop disloyalty traits, which in turn results in customers searching for replacements, attempting to decrease dependence on the service provider, and resisting the retention efforts (Anderson and Srinivasan 2003).…”
Section: Hypothesis 3amentioning
confidence: 99%
“…Customer satisfaction is vital for the sustainability of any business, and is indeed one of the major investigated areas as it supports businesses in their attempts to increase profitability and achieve excellence [1]. It has been argued by Kashif et al [44] that satisfied customers are willing to retain a viable relationship with a company by constantly re-purchasing its services/products. Additionally, the process of retaining existing customers is less costly for businesses that prioritise customer satisfaction rather than attracting new customers [45].…”
Section: H1mentioning
confidence: 99%