The distinction as an innovative dimension of SERVQUAL model for Islamic banks
by Safdar Husain Tahir; Waseem Ullah; Mubarak Hussain Haider; Muhammad Rizwan Ullah; Mamoona Majeed
International Journal of Business Innovation and Research (IJBIR), Vol. 28, No. 2, 2022

Abstract: Past studies indicate positive link between service qualities (SQs), customer satisfaction (CS). These studies also provide evidence regarding successful mediation of CS to the link of SQ and CL. Our study contributes by developing understandings of theoretical framework first time by adding a new variable namely 'distinction' to the SERVQUAL model. We collect primary data from 184 customers of Islamic banks (IBs) situated in the Faisalabad region. Using AMOS, we apply structural equation model to analyse the dimensions of modified SERVQUAL model. The results reveal that 'distinction' enhances CS (0.739) that leads to direct effect (0.120) and indirect effect (0.807) on CL. In addition, responsiveness, reliability and tangibility show considerable direct and indirect effects on CS and CL. The converse is true for assurance and empathy. Overall, results show customer satisfaction improves loyalty. The study suggests the inclusion of 'distinction' as sixth dimension of modified SERVQUAL model for IBs.

Online publication date: Tue, 07-Jun-2022

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