Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust

Razali Haron · Noradilah Abdul Subar · Khairunisah Ibrahim

131 citations0/0 files storedIslamic Economic Studies

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Islamic Finance and Banking Studies Customer Service Quality and Loyalty Halal products and consumer behavior

Abstract

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.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment 2007A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents 1997Reexamining a Model for Evaluating Information Center Success Using a Structural Equation Modeling Approach 2011Brand equity, brand loyalty and consumer satisfaction 2000The Relationships between Culture and Service Quality Perceptions 2010The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings 2007Why do Malaysian customers patronise Islamic banks?

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