The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
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: – Results reveal an excellent model fit for the PAKSERV scale in collectivist cultural context of Malaysia. All dimensions of PAKSERV are validated except reliability. The issue of non-validity of the reliability dimension in an Islamic banking context is explained by extant literature. Practical implications: – Islamic banks are recommended to focus on all the PAKSERV scale dimensions to impart service quality. Given a collectivist cultural setting, a “network marketing” approach is recommended to maintain a desirable level of customer satisfaction and loyalty. Originality/value: – The PAKSERV scale has been employed for the first time to investigate the service quality-loyalty path in a collectivist cultural context. The validity of the PAKSERV scale has been operationalized for the first time in a collectivist cultural context.
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In the citing paper
“In their study, personalization and sincerity significantly influence customers' satisfaction in Islamic banking services.”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Kashif et al. (2015)
In the citing paper
“However, reliability is found to be not significant in affecting customers' satisfaction on Islamic banking in Malaysia.”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Kashif et al. (2015)
In the citing paper
“According to Kashif et al. (2015), in their study on Islamic banking in the city of Kuching, Sarawak, Malaysia, PAKSERV model is a valid measurement to measure the service quality of Islamic banks.”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Kashif et al. (2015)
In the citing paper
“The study of Kashif et al. (2015) however has its limitation in which respondents were focused only on postgraduate students and did not incorporate the role of trust in the relationship between customers' satisfaction and loyalty despite trust being one of the most important antecedents of collaborative relationships between customers and Islamic banks (Tabrani et al., 2018).”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Kashif et al. (2015)
In the citing paper
“Through the results, it has been found that a PAKSERV-based customers' satisfaction leads to customers' loyalty in Islamic banks, which is in line with the studies of Kashif et al. (2015); Kashif et al. (2016) and Alnaser et al. (2018).”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Kashif et al., 2015
In the citing paper
“This entails that such customers need a higher level of sincere advice that is personal in nature, in order to minimize his/her perceptions of risk associated with a service encounter (Kashif et al., 2015).”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Kashif et al., 2015
Citations
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The antecedents of consumer loyalty in retail banking
Lewis, B. R., & Soureli, M. (2006) · Journal of Consumer Behaviour · doi:10.1002/cb.46 · Cited by 339
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Metadata
- Authors
- Kashif, M., Wan Shukran, S. S., Rehman, M. A., & Sarifuddin, S.
- Affiliations
- GIFT University (PK)
- University of Malaya (MY)
- Venue
- International Journal of Bank Marketing
- Publisher
- Emerald
- Published
- 2015-02-02
- Volume
- 33
- Issue
- 1
- Pages
- 23-40
- ISSN
- 0265-2323 (ISSN-L)
- OpenAlex
- W2051592320
- Cited by
- 137
- References
- 2
- Citations by year
- 2026: 5 · 2025: 5 · 2024: 14 · 2023: 15 · 2022: 19 · 2021: 14 · 2020: 21 · 2019: 18 · 2018: 10 · 2017: 6 · 2016: 8 · 2015: 2
- FWCI
- 17.26
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- International Journal of Bank Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Accounting › Islamic Finance and Banking Studies
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- customer satisfaction, customer loyalty, Islamic banking, service quality, collectivist culture, scale validation, multi-level marketing, Malaysian Islamic banks
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