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Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty
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The present study examines the PAKSERV model to measure customer satisfaction and customer loyalty of Islamic Banks in Palestine. A survey method was adopted where data was collected from 482 respondents through structured questionnaire. | Service quality in Islamic banks The role of PAKSERV model customer satisfaction and customer loyalty Accounting 4 2018 63 72 Contents lists available at GrowingScience Accounting homepage www.GrowingScience.com ac ac.html Service quality in Islamic banks The role of PAKSERV model customer satisfaction and customer loyalty Feras M.I. Alnasera Mazuri Abd Ghanib and Samar Rahib Ph.D Scholar Universiti Sultan Zainal Abidin Terengganu Malaysia a bUniversiti Sultan Zainal Abidin Terengganu Malaysia CHRONICLE ABSTRACT Article history In service oriented industry it is very difficult to set a standard rule to satisfy customers. As Received July 17 2017 customer awareness increases on the service offered by banks expectation from services Received in revised format quality increases too. Quality of a service in banking industry plays an essential role in August 11 2017 measuring the performance of banks. Thus the present study examines the PAKSERV model Accepted August 25 2017 Available online to measure customer satisfaction and customer loyalty of Islamic Banks in Palestine. A survey August 25 2017 method was adopted where data was collected from 482 respondents through structured Keywords questionnaire. Structural equation model SEM was applied to check the hypothesis PAKSERV relationship between proposed constructs. Statistical finding revealed that PAKSERV model Cultural context had significant impact on customer satisfaction and customer loyalty in Islamic banks of Customer satisfaction Palestine. Results also revealed that in cultural context PAKSERV model was the most Customer loyalty appropriate scale and had predictive power of service quality in banking industry of Palestine. Structural equation modeling The findings of this study will be helpful for managers and policy makers to improve the SEM service quality in Islamic banks of Palestine. 2018 Growing Science Ltd. All rights reserved. 1. Introduction The rapid development and competition of services has .