Islamic banks’ service quality in Somalia: Customer loyalty, satisfaction, and the role of trust as a mediator

Galad Mohamed Barre · Abdimalik Ali Warsame · Hassan Abdikadir Hussein · Ismail Ibrahim Mohamed

12 citations0/0 files storedAsian Economic and Financial Review

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Islamic Finance and Banking Studies Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

The purpose of this study is to assess how the PAKSERV paradigm affects brand loyalty, customer satisfaction, and trust in Somalia's banking industry. With an emphasis on the mediating function of trust in the Somali scenario, these comprehensive assessments stress the cultural component of quality of service. This study adopts a quantitative method by assessing 370 Islamic bank customers in Somalia for two main cities, Mogadishu and Hargeisa. Our respondents are existing and potential users of Islamic bank products and the sample was selected using the convenience sample technique. The data were examined with the quantitative method of structural equation modeling using SmartPLS 3.3.7. The study found a connection between client satisfaction, loyalty, and the PAKSERV quality of service attributes through the intermediary role of trust. In the cultural context of Islamic finance in Somalia, this study offers fresh information on how trust may function as a partial mediator in the interaction between client satisfaction and customer loyalty.

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References

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2024Customer loyalty model in Islamic bank: mosque perspective 2024Corporate social responsibility activities, consumers’ trust and gender: an analysis of Islamic banks in Somalia 2024The Influence of Islamic Service Quality, Emotional Attachment, and Religiosity on Satisfaction for Loyalty in the Context of Sharia Banking

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