Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model

• 主要な著者: Ali, Muhammad, Ali Raza, Syed
• フォーマット: 論文
• 言語: English
• 出版事項: Routledge 2017
• 主題: H Social Sciences (General)
• オンライン･アクセス: http://ir.unimas.my/id/eprint/15411/2/Service%20quality.pdf; http://ir.unimas.my/id/eprint/15411/; https://www.scopus.com/inward/record.uri?eid=2-s2.0-84946434537&doi=10.1080%2f14783363.2015.1100517&partnerID=40&md5=2fbfa1404628e660cb91c51ea0fe1389

The aim of this study is to measure the relationship between service quality and customer satisfaction among the customers of Pakistani Islamic banks. This study employed a modified SERVQUAL model by introducing a unique dimension of compliance in the context of service industry. A self-administered...