The Influence of Service Quality and Subjective Norms on Customer Loyalty: A Proposed Framework for Palestine Islamic Banks

Mazuri, Abd Ghani and Alnaser, Feras MI and Samar, Rahi (2017) The Influence of Service Quality and Subjective Norms on Customer Loyalty: A Proposed Framework for Palestine Islamic Banks. In: International Academic Conference On Business And Economics 2017 (IACBE 2017), 10 July 2017, Faculty of Economics and Management Sciences (FESP) Universiti Sultan Zainal Abidin.

Text FH03-FESP-18-12641.pdf Restricted to Registered users only Download (328kB)

Abstract

The purpose of this study is to examine the service quality and subjective norms which influencing Customer Satisfaction in Islamic Banks of Palestine. Generally, for service quality measurement researchers have used SERVQUAL model proposed by (A. Parasuraman, V. A. Zeithaml, & L. L. Berry, 1985). However, in banking sector this model is being criticised by several researchers (Kashif, Abdur Rehman, & Pileliene, 2016). In addition to this to explore the cultural differences researcher SERVQUAL model with subjective norm that is one of the core factor of theory of reasoned action by (Ajzen & Fishbein, 1975). This study also contribute for managerial contribution as the findings can be used by bank managers as competitive advantage.

Actions (login required)

View Item