... a structured understanding of the field. It aims to map the intellectual structures, thematic clusters and trends in research on sustainability and customer perceptions from 2015 to 2025. Design/methodology/approach A systematic literature review was conducted using the PRISMA framework. Seventy-six...

... and one-way analysis of variance. Findings – The results indicated that customers’ perceptions failed to meet their expectations on the service quality of Islamic banks in Malaysia. The results also indicated that those customers (respondents) aged below 30 years have higher expectations on empathy...

... questions for future investigations are proposed. Findings Consumer satisfaction is directly related to how well their expectations for a product or service are met. These expectations are developed from the customers perceptions about the product or service. If the firm wishes to develop new products...