How to cite this paper
Alnaser, F., Ghani, M & Rahi, S. (2018). Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty.Accounting, 4(2), 63-72.
Refrences
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79-97.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115.
Avkiran, N. K. (1999). Quality customer service demands human contact. International Journal of Bank Marketing, 17(2), 61-74.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84-91.
Baumann, C., Elliott, G., & Hamin, H. (2011). Modelling customer loyalty in financial services: a hybrid of formative and reflective constructs. International Journal of Bank Marketing, 29(3), 247-267.
Brown, S. W., & Bitner, M. J. (2006). Mandating a services revolution for marketing. The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions, 393-405.
Chin, W. W. (1998). Commentary: Issues and opinion on structural equation modeling: JSTOR.
Cohen, J. (1988). Statistical power analysis for the behavioural sciences. Hillside. NJ: Lawrence Earlbaum Associates.
East, R. (1997). Consumer behaviour: Advances and applications in marketing: Prentice Hall.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 382-388.
Graham Saunders, S. (2008). Measuring and applying the PAKSERV service quality construct: Evidence from a South African cultural context. Managing Service Quality: An International Journal, 18(5), 442-456.
Hair, J. F. (2003). Essentials of Business Research Methods: Wiley.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. & Tatham, R. L. . (2010). Multivariate Data Analysis 7.
Hair Jr, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European Business Review, 26(2), 106-121.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage Publications.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in international marketing, 20(1), 277-319.
Kamarulzaman, Y., & Madun, A. (2013). Marketing Islamic banking products: Malaysian perspective. Business Strategy Series, 14(2/3), 60-66.
Kitapci, O., Taylan Dortyol, I., Yaman, Z., & Gulmez, M. (2013). The paths from service quality dimensions to customer loyalty: An application on supermarket customers. Management Research Review, 36(3), 239-255.
Laroche, M., Ueltschy, L. C., Abe, S., Cleveland, M., & Yannopoulos, P. P. (2004). Service quality perceptions and customer satisfaction: evaluating the role of culture. Journal of International Marketing, 12(3), 58-85.
Malhotra, N. K., Ulgado, F. M., Agarwal, J., Shainesh, G., & Wu, L. (2005). Dimensions of service quality in developed and developing economies: multi-country cross-cultural comparisons. International marketing review, 22(3), 256-278.
Marković, S., Jelena, D., & Katušić, G. (2015). Service Quality Measurement in Croatian Banking Sector: Application of SERVQUAL Model. Paper presented at the MIC 2015: Managing Sustainable Growth.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 460-469.
Oliver, R. L. (1997). Loyalty and profit: Long-term effects of satisfaction.
Parasuraman, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
Raajpoot, N. (2004). Reconceptualizing service encounter quality in a non-western context. Journal of Service Research, 7(2), 181-201.
Rahi, S. (2015). Moderating Role of Brand Image With Relation to Internet Banking and Customer Loyalty: A Case of Branchless Banking. The Journal of Internet Banking and Commerce, 2015.
Rahi, S. (2016). Impact of Customer Perceived Value and Customer’s Perception of Public Relation on Customer Loyalty with Moderating Role of Brand Image. Journal of Internet Banking and Commerce, 21(2).
Rahi, S. (2016). Impact of Customer Value, Public Relations Perception and Brand Image on Customer Loyalty in Services Sector of Pakistan. Arabian J Bus Manag Review S, 2, 2.
Rahi, S. (2017). Research Design and Methods: A Systematic Review of Research Paradigms, Sampling Issues and Instruments Development. International Journal of Economics & Management Sciences, 6(2).
Rahi, S., & Ghani, M. (2016). Internet Banking, Customer Perceived Value and Loyalty: The Role of Switching Costs. J Account Mark, 5(188), 2.
Rahi, S., & Ghani, M. A. (2016). Customer's perception of public relation in e-commerce and its impact on e-loyalty with brand image and switching cost. Journal of Internet Banking and Commerce, 21(3).
Rahi, S., Yasin, N. M., & Aanaser, F. M. (2017). Measuring the role of website design, assurance, customer service and brand image towards customer loyalty and intention to adopt interent banking. The Journal of Internet Banking and Commerce, 22(S8).
Rahi, S., Ghani, M.A., & Alnaser, F. M.-I.-. (2017). The influence of e-customer services and preseived value on brand quality of banks and internet banking adoption: A structural equation model (SEM). Journal of Internet Banking and Commerce, 22(1).
Ringle, C. M., Wende, S., & Becker, J.-M. (2015). SmartPLS 3. Boenningstedt: SmartPLS GmbH.
Sayani, H. (2015). Customer satisfaction and loyalty in the United Arab Emirates banking industry. International Journal of Bank Marketing, 33(3), 351-375.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70(2), 163-178.
Vanparia, B., & Patel, V. (2013). Typology of Service Quality Model of Bank Services: BSQ v/s BANKQUAL. Global Journal of Research in Management, 3(1), 71.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. the Journal of Marketing, 31-46.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115.
Avkiran, N. K. (1999). Quality customer service demands human contact. International Journal of Bank Marketing, 17(2), 61-74.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84-91.
Baumann, C., Elliott, G., & Hamin, H. (2011). Modelling customer loyalty in financial services: a hybrid of formative and reflective constructs. International Journal of Bank Marketing, 29(3), 247-267.
Brown, S. W., & Bitner, M. J. (2006). Mandating a services revolution for marketing. The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions, 393-405.
Chin, W. W. (1998). Commentary: Issues and opinion on structural equation modeling: JSTOR.
Cohen, J. (1988). Statistical power analysis for the behavioural sciences. Hillside. NJ: Lawrence Earlbaum Associates.
East, R. (1997). Consumer behaviour: Advances and applications in marketing: Prentice Hall.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 382-388.
Graham Saunders, S. (2008). Measuring and applying the PAKSERV service quality construct: Evidence from a South African cultural context. Managing Service Quality: An International Journal, 18(5), 442-456.
Hair, J. F. (2003). Essentials of Business Research Methods: Wiley.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. & Tatham, R. L. . (2010). Multivariate Data Analysis 7.
Hair Jr, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European Business Review, 26(2), 106-121.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage Publications.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in international marketing, 20(1), 277-319.
Kamarulzaman, Y., & Madun, A. (2013). Marketing Islamic banking products: Malaysian perspective. Business Strategy Series, 14(2/3), 60-66.
Kitapci, O., Taylan Dortyol, I., Yaman, Z., & Gulmez, M. (2013). The paths from service quality dimensions to customer loyalty: An application on supermarket customers. Management Research Review, 36(3), 239-255.
Laroche, M., Ueltschy, L. C., Abe, S., Cleveland, M., & Yannopoulos, P. P. (2004). Service quality perceptions and customer satisfaction: evaluating the role of culture. Journal of International Marketing, 12(3), 58-85.
Malhotra, N. K., Ulgado, F. M., Agarwal, J., Shainesh, G., & Wu, L. (2005). Dimensions of service quality in developed and developing economies: multi-country cross-cultural comparisons. International marketing review, 22(3), 256-278.
Marković, S., Jelena, D., & Katušić, G. (2015). Service Quality Measurement in Croatian Banking Sector: Application of SERVQUAL Model. Paper presented at the MIC 2015: Managing Sustainable Growth.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 460-469.
Oliver, R. L. (1997). Loyalty and profit: Long-term effects of satisfaction.
Parasuraman, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
Raajpoot, N. (2004). Reconceptualizing service encounter quality in a non-western context. Journal of Service Research, 7(2), 181-201.
Rahi, S. (2015). Moderating Role of Brand Image With Relation to Internet Banking and Customer Loyalty: A Case of Branchless Banking. The Journal of Internet Banking and Commerce, 2015.
Rahi, S. (2016). Impact of Customer Perceived Value and Customer’s Perception of Public Relation on Customer Loyalty with Moderating Role of Brand Image. Journal of Internet Banking and Commerce, 21(2).
Rahi, S. (2016). Impact of Customer Value, Public Relations Perception and Brand Image on Customer Loyalty in Services Sector of Pakistan. Arabian J Bus Manag Review S, 2, 2.
Rahi, S. (2017). Research Design and Methods: A Systematic Review of Research Paradigms, Sampling Issues and Instruments Development. International Journal of Economics & Management Sciences, 6(2).
Rahi, S., & Ghani, M. (2016). Internet Banking, Customer Perceived Value and Loyalty: The Role of Switching Costs. J Account Mark, 5(188), 2.
Rahi, S., & Ghani, M. A. (2016). Customer's perception of public relation in e-commerce and its impact on e-loyalty with brand image and switching cost. Journal of Internet Banking and Commerce, 21(3).
Rahi, S., Yasin, N. M., & Aanaser, F. M. (2017). Measuring the role of website design, assurance, customer service and brand image towards customer loyalty and intention to adopt interent banking. The Journal of Internet Banking and Commerce, 22(S8).
Rahi, S., Ghani, M.A., & Alnaser, F. M.-I.-. (2017). The influence of e-customer services and preseived value on brand quality of banks and internet banking adoption: A structural equation model (SEM). Journal of Internet Banking and Commerce, 22(1).
Ringle, C. M., Wende, S., & Becker, J.-M. (2015). SmartPLS 3. Boenningstedt: SmartPLS GmbH.
Sayani, H. (2015). Customer satisfaction and loyalty in the United Arab Emirates banking industry. International Journal of Bank Marketing, 33(3), 351-375.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70(2), 163-178.
Vanparia, B., & Patel, V. (2013). Typology of Service Quality Model of Bank Services: BSQ v/s BANKQUAL. Global Journal of Research in Management, 3(1), 71.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. the Journal of Marketing, 31-46.