...Andi Syathir Sofyan; Supriadi Hamid; Rezzy Eko Caraka; Syaakir Sofyan; Robert Kurniawan Purpose This study aims to analyse the importance–performance competitor analysis ( IPCA ) of mobile banking service quality dimensions in Islamic and conventional banks, based on online reviews, using a text...

... that social media, service quality ( SQ ), INF, ACC and SC have direct and significant effects on TIN . However, halal tourism ( HT ) did not directly influence TIN . Instead, HT and SQ indirectly affected TIN via SC . These findings indicate that HT attributes are perceived as basic standards...

...Soheil Nejat; Fatemeh Asghari Goudarzi; Navid Khanjanzadeh; Ali Adabi Firoozjaei Purpose This study aims to investigate the impact of artificial intelligence–powered service quality ( AISQ ) on trust, value co-creation ( VCC ) and consumer engagement ( CE ) within a collaborative consumption ( CC...

...Dahlia Bonang; Bayu Arie Fianto; Raditya Sukmana Purpose This study aims to conduct a comprehensive bibliometric analysis, assessing studies related to service quality and customer satisfaction in Islamic banking. Design/methodology/approach Using a bibliometric approach, this research draws...

... from mosque customers; 93 questionnaires were analyzed using partial least square-structural equation modeling. Findings This research found a significant relationship between service quality and perceived value, service quality and brand image, perceived value and customer satisfaction, brand...

...Rami Zeitun; Ousama Abdulrahman Anam Purpose This paper aims to investigate the effect of product offering and other service quality (SQ) dimensions on the satisfaction of the customers of both Islamic and conventional banks, using evidence from an oil-based economy that is based on a prolonged...

...’ competencies and resource capacity significantly influence organisational service orientation, leading to enhanced perceived service quality and performance. In addition, resource capacity influences network capabilities, improving performance. Originality/value This study identifies factors affecting...

... not been explored how the service quality, perceived cost and role of agents are important for financial service firms. To overcome this gap, this study aims to investigate the role of service quality, perceived cost and the role of agents as the commitment–trust factors in the financial insurance service...

...Ismail Juma Ismail Purpose This study aims to analyze the mediating effect of brand love (BRL) on the relationship between service quality and brand addiction (BRA) among Islamic banks. Past studies have noted that customer satisfaction as the primary means of studying customer behaviour needs...

...Syed Tehseen Jawaid; Aamir Hussain Siddiqui; Rabia Kanwal; Hareem Fatima Purpose This study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility...

...Huseyin Arasli; Mehmet Bahri Saydam; Tugrul Gunay; Kaveh Jafari Purpose On a global scale, the Muslim-friendly hospitality business has intensified hotel competition. Given the paucity of research on the important service quality characteristics of Muslim-friendly hotels, this study aims...

...Ismah Osman; Mohsin Abdur Rehman; Sajid Mohy Ul Din; Ghazal Shams; Khurram Aziz Purpose This study aims to examine a proposed model based on a combination of relationship marketing and service quality dimensions as a significant predictor of corporate image. More importantly, it attempts...

...Selim Ahmed; Muhammad Mohiuddin; Mahfuzur Rahman; Kazi Md Tarique; Md. Azim Purpose The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services. Design/methodology...

...Dalia Abdel Rahman Farrag; William H. Murphy; Mohammed Hassan Purpose The purpose of this study is to modify the service quality scale (SERVQUAL) for measuring the performance of Islamic banks after modifying and validating it to fit the Islamic banking context. Furthermore, it provides insights...

... © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Islamic banking Customer satisfaction Service quality Sharia compliance Switching behavior With the increased competition and offers to customers in Islamic Banks in Kuwait, many...

... quality and customer satisfaction from a developing country’s environment (Malaysia) using the modified SERVQUAL model to perceive professionalism. This paper also explores a more specific area by highlighting the significance of service quality towards customer satisfaction from the perspective of gender...

... the service quality was analyzed from a Sharīʿah perspective. Design/methodology/approach The sample for this study was 470 Muslim patients from BPJS health, 248 from large Islamic hospitals and 232 from small Islamic hospitals in Central Java, Indonesia. Overall, the respondents were from five large...

...Leigh De Bruin; Mornay Roberts-Lombard; Christine De Meyer-Heydenrych Purpose This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived...

...Abror Abror; Dina Patrisia; Yunita Engriani; Susi Evanita; Yasri Yasri; Shabbir Dastgir Purpose The purpose of this study is to investigate the influential factors of customer loyalty to Islamic banks, namely, service quality, customer satisfaction, customer engagement and religiosity. Design...

...Alifah Ratnawati; Noor Kholis Purpose The purpose of this study is to identify the factors that were considered important by Muslim BPJS participants of service quality received when using BPJS Health card for hospitalization services. Design/methodology/approach The sample consisted of 250...