How to cite this paper
Othman, B., Harun, A., Rashid, W & Ali, R. (2019). The impact of Umrah service quality on customer satisfaction towards Umrah travel agents in Malaysia.Management Science Letters , 9(11), 1763-1772.
Refrences
Al-Marri, K. S., Abdel Moneim, M., Baheeg, A., & Zairi, M. (2007). Excellence in services: An empiri-cal study in the UAE banking sector. International Journal of Quality Reliability Management, 24(2), 164–76.
Arsanam, P., & Yousapronpaiboon, K. (2014). The relationship between service quality and customer satisfaction of pharmacy departments in public hospitals. International Journal of Innovation, Man-agement and Technology, 5(4), 261.
Ashdaq, M., Maupa, H., Amar, M. Y., & Nursyamsi, I. (2015). Analysis of service quality on pilgrims satisfaction and image of hajj and umrahs travel agents In south sulawesi province, Indone-sia. International Journal of Research In Social Sciences, 5(6).
Eisingerich, A. B., Auh, S., & Merlo, O. (2014). Acta non verba? The role of customer participation and word of mouth in the relationship between service firms’ customer satisfaction and sales perfor-mance. Journal of Service Research, 17(1), 40-53.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile re-pair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Ganguli, S., & Roy, S. K. (2011). Generic technology-based service quality dimensions in banking: Im-pact on customer satisfaction and loyalty. International journal of bank marketing, 29(2), 168-189.
Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20-29.
Hassan, S. H., Maghsoudi, A., & Nasir, N. I. M. (2016). A conceptual model of perceived value and consumer satisfaction: a survey of Muslim travellers' loyalty on Umrah tour packages. International Journal of Islamic Marketing and Branding, 1(3), 215-237.
Ibáñez, V. A., Hartmann, P., & Calvo, P. Z. (2006). Antecedents of customer loyalty in residential en-ergy markets: Service quality, satisfaction, trust and switching costs. The Service Industries Jour-nal, 26(6), 633-650.
Jabnoun, N., & Hassan Al-Tamimi, H. A. (2003). Measuring perceived service quality at UAE commer-cial banks. International Journal of Quality & Reliability Management, 20(4), 458-472.
Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25-38.
Johnston, R. (1997). Identifying the critical determinants of service quality in retail banking: importance and effect. International Journal of bank marketing, 15(4), 111-116.
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satis-faction: an empirical study on public sector banks in India. International Journal of Bank Market-ing, 35(3), 411-430.
Karatepe, O. M. (2011). Service quality, customer satisfaction and loyalty: the moderating role of gen-der. Journal of Business Economics and Management, 12(2), 278-300.
Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loy-alty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences (PJCSS), 8(2), 331-354.
Kumar, A. (2017). Effect of service quality on customer loyalty and the mediating role of customer sat-isfaction: an empirical investigation for the telecom service industry. Journal of Management Re-search and Analysis, 4(4), 159-166.
Mahfooz, Y. (2014). Relationship between service quality and customer satisfaction in hypermarkets of Saudi Arabia. International Journal of Marketing Studies, 6(4), 10.
Muala, A. A. (2016). The effect of service quality dimensions on customers' loyalty through customer satisfaction in Jordanian Islamic Bank. International Journal of Marketing Studies, 8(6), 141-146.
Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A. (2011). Service quality and customer satisfac-tion in the banking sector: A comparative study of conventional and Islamic banks in Paki-stan. Journal of Islamic Marketing, 2(3), 203-224.
Muyeed, M. A. (2012). Customer perception on service quality in retail banking in developing coun-tries-a case study. International Journal of Marketing Studies, 4(1), 116.
Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. The TQM Journal, 25(5), 520-532.
Ngo, M. V., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Getnamese RetaiVil Bankin Sector. Journal of Competi-tiveness, 8(2), 103–16.
Nunnally, J. C., Bernstein, I. H., & Berge, J. M. T. (1967). Psychometric theory (Vol. 226). New York: McGraw-hill.
Omar, H. F. H., Saadan, K. B., & Seman, K. B. (2015). Determining the influence of the reliability of service quality on customer satisfaction: The case of Libyan E-commerce customers. International Journal of Learning and Development, 5(1), 86-89.
Othman, B., Harun, A., Rashid, W., Nazeer, S., Kassim, A., & Kadhim, K. (2019). The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malay-sia. Management Science Letters, 9(6), 865-876.
Othman, B. A., Harun, A. B., & Nazeer, S. (2018). Issues and Challenges Faced by Malaysian Umrah Travel Agencies in Providing Excellent Marketing Mix Services to Umrah Pilgrims. The Journal of Social Sciences Research, 611-618.
Parasuraman, A., Berry, L., & Zeithaml, V. (2002). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 114.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of marketing, 58(1), 111-124.
Pedraja Iglesias, M., & Jesus Yagüe Guillén, M. (2004). Perceived quality and price: their impact on the satisfaction of restaurant customers. International Journal of Contemporary Hospitality Manage-ment, 16(6), 373-379.
Thongthip, W., & Polyorat, K. (2015). The influence of brand personality dimensions on perceived ser-vice quality and perceived service value. The Business & Management Review, 6(4), 22.
Rajaratnam, S. D., Munikrishnan, U. T., Sharif, S. P., & Nair, V. (2014). Service quality and previous experience as a moderator in determining tourists’ satisfaction with rural tourism destinations in Ma-laysia: A partial least squares approach. Procedia-Social and Behavioral Sciences, 144, 203-211.
El Saghier, N., & Nathan, D. (2013, April). Service quality dimensions and customers’ satisfactions of banks in Egypt. In Proceedings of 20th International Business Research Conference (Vol. 13).
Swar, B.N., Sahoo, & Kumar, P. (2012). Service quality: Public, private, and foreign banks. SCMS Journal of Indian Management, 9(3), 43.
Vanniarajan, T., & Gurunathan, P. (2009). Evaluation of linkage between service quality, customer sat-isfaction and repurchase intentions: An application of SEM. Asia Pacific Business Review, 5(4), 108-118.
Wieseke, J., Geigenmüller, A., & Kraus, F. (2012). On the role of empathy in customer-employee inter-actions. Journal of Service Research, 15(3), 316-331.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quali-ty. Journal of marketing, 60(2), 31-46.
Zineldin, M. (2005). Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry. The TQM magazine, 17(4), 329-344.
Arsanam, P., & Yousapronpaiboon, K. (2014). The relationship between service quality and customer satisfaction of pharmacy departments in public hospitals. International Journal of Innovation, Man-agement and Technology, 5(4), 261.
Ashdaq, M., Maupa, H., Amar, M. Y., & Nursyamsi, I. (2015). Analysis of service quality on pilgrims satisfaction and image of hajj and umrahs travel agents In south sulawesi province, Indone-sia. International Journal of Research In Social Sciences, 5(6).
Eisingerich, A. B., Auh, S., & Merlo, O. (2014). Acta non verba? The role of customer participation and word of mouth in the relationship between service firms’ customer satisfaction and sales perfor-mance. Journal of Service Research, 17(1), 40-53.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile re-pair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Ganguli, S., & Roy, S. K. (2011). Generic technology-based service quality dimensions in banking: Im-pact on customer satisfaction and loyalty. International journal of bank marketing, 29(2), 168-189.
Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20-29.
Hassan, S. H., Maghsoudi, A., & Nasir, N. I. M. (2016). A conceptual model of perceived value and consumer satisfaction: a survey of Muslim travellers' loyalty on Umrah tour packages. International Journal of Islamic Marketing and Branding, 1(3), 215-237.
Ibáñez, V. A., Hartmann, P., & Calvo, P. Z. (2006). Antecedents of customer loyalty in residential en-ergy markets: Service quality, satisfaction, trust and switching costs. The Service Industries Jour-nal, 26(6), 633-650.
Jabnoun, N., & Hassan Al-Tamimi, H. A. (2003). Measuring perceived service quality at UAE commer-cial banks. International Journal of Quality & Reliability Management, 20(4), 458-472.
Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25-38.
Johnston, R. (1997). Identifying the critical determinants of service quality in retail banking: importance and effect. International Journal of bank marketing, 15(4), 111-116.
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satis-faction: an empirical study on public sector banks in India. International Journal of Bank Market-ing, 35(3), 411-430.
Karatepe, O. M. (2011). Service quality, customer satisfaction and loyalty: the moderating role of gen-der. Journal of Business Economics and Management, 12(2), 278-300.
Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loy-alty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences (PJCSS), 8(2), 331-354.
Kumar, A. (2017). Effect of service quality on customer loyalty and the mediating role of customer sat-isfaction: an empirical investigation for the telecom service industry. Journal of Management Re-search and Analysis, 4(4), 159-166.
Mahfooz, Y. (2014). Relationship between service quality and customer satisfaction in hypermarkets of Saudi Arabia. International Journal of Marketing Studies, 6(4), 10.
Muala, A. A. (2016). The effect of service quality dimensions on customers' loyalty through customer satisfaction in Jordanian Islamic Bank. International Journal of Marketing Studies, 8(6), 141-146.
Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A. (2011). Service quality and customer satisfac-tion in the banking sector: A comparative study of conventional and Islamic banks in Paki-stan. Journal of Islamic Marketing, 2(3), 203-224.
Muyeed, M. A. (2012). Customer perception on service quality in retail banking in developing coun-tries-a case study. International Journal of Marketing Studies, 4(1), 116.
Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. The TQM Journal, 25(5), 520-532.
Ngo, M. V., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Getnamese RetaiVil Bankin Sector. Journal of Competi-tiveness, 8(2), 103–16.
Nunnally, J. C., Bernstein, I. H., & Berge, J. M. T. (1967). Psychometric theory (Vol. 226). New York: McGraw-hill.
Omar, H. F. H., Saadan, K. B., & Seman, K. B. (2015). Determining the influence of the reliability of service quality on customer satisfaction: The case of Libyan E-commerce customers. International Journal of Learning and Development, 5(1), 86-89.
Othman, B., Harun, A., Rashid, W., Nazeer, S., Kassim, A., & Kadhim, K. (2019). The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malay-sia. Management Science Letters, 9(6), 865-876.
Othman, B. A., Harun, A. B., & Nazeer, S. (2018). Issues and Challenges Faced by Malaysian Umrah Travel Agencies in Providing Excellent Marketing Mix Services to Umrah Pilgrims. The Journal of Social Sciences Research, 611-618.
Parasuraman, A., Berry, L., & Zeithaml, V. (2002). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 114.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of marketing, 58(1), 111-124.
Pedraja Iglesias, M., & Jesus Yagüe Guillén, M. (2004). Perceived quality and price: their impact on the satisfaction of restaurant customers. International Journal of Contemporary Hospitality Manage-ment, 16(6), 373-379.
Thongthip, W., & Polyorat, K. (2015). The influence of brand personality dimensions on perceived ser-vice quality and perceived service value. The Business & Management Review, 6(4), 22.
Rajaratnam, S. D., Munikrishnan, U. T., Sharif, S. P., & Nair, V. (2014). Service quality and previous experience as a moderator in determining tourists’ satisfaction with rural tourism destinations in Ma-laysia: A partial least squares approach. Procedia-Social and Behavioral Sciences, 144, 203-211.
El Saghier, N., & Nathan, D. (2013, April). Service quality dimensions and customers’ satisfactions of banks in Egypt. In Proceedings of 20th International Business Research Conference (Vol. 13).
Swar, B.N., Sahoo, & Kumar, P. (2012). Service quality: Public, private, and foreign banks. SCMS Journal of Indian Management, 9(3), 43.
Vanniarajan, T., & Gurunathan, P. (2009). Evaluation of linkage between service quality, customer sat-isfaction and repurchase intentions: An application of SEM. Asia Pacific Business Review, 5(4), 108-118.
Wieseke, J., Geigenmüller, A., & Kraus, F. (2012). On the role of empathy in customer-employee inter-actions. Journal of Service Research, 15(3), 316-331.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quali-ty. Journal of marketing, 60(2), 31-46.
Zineldin, M. (2005). Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry. The TQM magazine, 17(4), 329-344.