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How to cite this paper
APA: 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 Malaysia. Management Science Letters, 9(6), 865-876.
Chicago/Turabian: 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 Malaysia." Management Science Letters 9, no. 6 (2019): 865-876.
AMA: Othman, B., Harun, A., Rashid, W., Nazeer, S., Kassim, A & Kadhim, K. The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia. Management Science Letters. 2019;9(6):865-876.
References
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Akroush, M., & Al-Dmour, H. (2006). The relationship between brand-building factors and branding benefits in commercial banks operating in Jordan: an empirical investigation of managers’ perspectives. Jordan Journal of Business Administration, 2(3), 464-486.
Alavi, S., Mehdinezhad, I & Kahshidinia, B. (2019). A trend study on the impact of social media on advertisement.International Journal of Data and Network Science, 3(3), 185-200.
Al-Debi, H. A., & Ashraf, M. (2014). The impact of services marketing mix 7P’s in competitive advantage to five stars hotel–case study Amman, Jordan. In The Clute Institute International Academic Conference. Orlando, Florida.
Al-Dmour, H., Zu'bi, M. F., & Kakeesh, D. (2013). The effect of services marketing mix elements on customer-based brand equity: An empirical study on mobile telecom service recipients in Jordan. International Journal of Business and Management, 8(11), 13.
Almuhrzi, H. M., & Alsawafi, A. M. (2017). Muslim perspectives on spiritual and religious travel beyond Hajj: Toward understanding motivations for Umrah travel in Oman. Tourism Management Perspectives, 24, 235-242.
Ameur, I., Keltouma, M. A. H. I., & Souar, Y. (2015). The Impact of Marketing Mix Elements on Customer Loyalty for an Algerian Telecommunication Company. Expert Journal of Marketing, 3(1).
Beins, B. C., & McCarthy, M. A. (2018). Research Methods and Statistics in Psychology. Cambridge University Press.
Davis-Sramek, B., Mentzer, J. T., & Stank, T. P. (2008). Creating consumer durable retailer customer loyalty through order fulfillment service operations. Journal of operations management, 26(6), 781-797.
Dahmiri, Octavia, A., & Fatricia, R.S. (2017). The influence of service marketing mix and service quality on students' satisfactin in Jambi university. Indonesia, International Journal of Economics, Commerce and Management, 5(6), 398-414.
Eid, R., & El-Gohary, H. (2015). Muslim tourist perceived value in the hospitality and tourism industry. Journal of Travel Research, 54(6), 774-787.
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.
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.
Hashim, N., & Hamzah, M. I. (2014). 7P's: A literature Review of Islamic marketing and Contemporary Marketing MIx. Procedia-Social and Behavioral Sciences, 130, 155-159.
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.
Helm, R., & Gritsch, S. (2014). Examining the influence of uncertainty on marketing mix strategy elements in emerging business to business export-markets. International Business Review, 23(2), 418-428.
Kwon, C. K. (2011, March). A study of the relationship between marketing mix and customer retention for herbal coffee in Malaysia. In 2nd international conference on business and economic research (2nd ICBER 2011) Proceeding (No. 2011-279). Conference Master Resources.
Mustawadjuhaefa, Basrimodding, Jobhaarbima, M., & Ilhamlabbase (2017). Marketing mix and service quality effect on customer satisfaction and loyalty of Toyota cars. Journal of Research in Business and Management, 5(2),13–23.
Judd, V. C. (1987). Differentiate with the 5th P: People. Industrial Marketing Management, 16(4), 241-247.
Kadhim, F. A., Abdullah, T. F., & Abdullah, M. F. (2016). Effects of marketing mix on customer satisfaction: empirical study on tourism industry in Malaysia. International Journal of Applied Research, 2(2), 357-360.
Khan, E. A., & Shambour, M. K. Y. (2018). An analytical study of mobile applications for Hajj and Umrah services. Applied computing and informatics, 14(1), 37-47.
Nyarko, I. K., Agyeman-Duah, M. O., & Asimah, V. (2016). Measuring customer loyalty using retention, advocacy and patronage as key denominators. International of scientific and Research Publications, 6, 2250-3153.
Kotler, P., Burton, S., Deans, K., Brown, L., & Armstrong, G. (2015). Marketing. Pearson Higher Education AU.
Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson education.
Kotler, P., & Keller, K. L. (2006). Marketing management 12e. Upper Saddle River, New.
Kushwaha, G. S., & Agrawal, S. R. (2015). An Indian customer surrounding 7P׳ s of service marketing. Journal of Retailing and consumer services, 22, 85-95.
Kwon, C. K. (2011, March). A study of the relationship between marketing mix and customer retention for herbal coffee in Malaysia. In 2nd international conference on business and economic research (2nd ICBER 2011) Proceeding (No. 2011-279). Conference Master Resources.
Lee, J. S., Lee, C. K., & Park, C. K. (2014). Developing and validating a multidimensional quality scale for mega-events. International journal of hospitality management, 43, 121-131.
Majid, H. A., Azurah A. S., Lizawati M. Y., Dewi, N., & Hisham, N.S.S.N. (2016). HAJJRAH: An innovative application for pilgrims of Hajj and Umrah. ARPN Journal of Engineering and Applied Sciences, 11(3), 1947-1950.
Muala, A., & Maje, A.Q. (2012). Assesing the relationship between marketing mix and loyalty through tourist satisfaction in Jordan curative tourism. American Academic & Scholarly Research Journal, 4(2), 1–14.
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.
Owomoyela, S. K., Oyeniyi, K. O., & Ola, O. S. (2013). Investigating the impact of marketing mix elements on consumer loyalty: An empirical study on Nigerian Breweries Plc. Interdisciplinary journal of contemporary research in business, 4(11), 485-496.
Pourkhani, A., Abdipour, K., Baher, B & Moslehpour, M. (2019). The impact of social media in business growth and performance: A scientometrics analysis.International Journal of Data and Network Science, 3(3), 223-244.
Pritchard, M. P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the academy of marketing science, 27(3), 333.
Ramdé, J. (2012). Utilisation des connaissances issues de la recherche en éducation Validation d’un questionnaire et proposition d’un modèle.
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2014). PLS-SEM: Looking back and moving forward. Long Range Planning, 47(3), 132–37.
Fiaza, A., & Shukor, A. (2016). The relationship between service marketing mix, service quality, service value and customer satisfaction in commercial car parking facilities(Doctoral dissertation, Universiti Utara Malaysia).
Salimi, D., Tavasoli, K., Gilani, E., Jouyandeh, M & Sadjadi, S. (2019). The impact of social media on marketing using bibliometrics analysis.International Journal of Data and Network Science, 3(3), 165-184.
Sreenivas, T., Srinivasarao, B., & Srinivasa Rao, U. (2013). An analysis on marketing mix in hospitals. Int. J. Adv. Res. Manage. Soc. Sci, 2(4), 187-207.
Tayebi, S., Manesh, S., Khalili, M & Sadi-Nezhad, S. (2019). The role of information systems in communication through social media.International Journal of Data and Network Science, 3(3), 245-268.
Taiebi Javid, E., Nazari, M & Ghaeli, M. (2019). Social media and e-commerce: A scientometrics analysis.International Journal of Data and Network Science, 3(3), 269-290.
Verma, Y., & Singh, M. R. (2017). Marketing Mix, Customer Satisfaction and Loyalty: an Empirical Study of Telecom Sector in Bhutan. Indian Journal of Commerce and Management Studies, 8(2), 121.
Wahab, N. A., Hassan, L. F. A., Shahid, S. A. M., & Maon, S. N. (2016). The relationship between marketing mix and customer loyalty in hijab industry: The mediating effect of customer satisfaction. Procedia Economics and Finance, 37, 366-371.
Zaahara. (2017). 10 Tips on choosing the Umrah package: Don’t take it lightly – ZAAHARA. Retrieved May 6, 2018 (https://zaahara.com/blogs/writers-corner/10-tips-on-choosing-the-umrah-package-dont-take-it-lightly).
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
Ziarah. (2018). General Information. Retrieved May 15, 2018 (http://www.umrah-ziarah.com/info.php).
Akroush, M., & Al-Dmour, H. (2006). The relationship between brand-building factors and branding benefits in commercial banks operating in Jordan: an empirical investigation of managers’ perspectives. Jordan Journal of Business Administration, 2(3), 464-486.
Alavi, S., Mehdinezhad, I & Kahshidinia, B. (2019). A trend study on the impact of social media on advertisement.International Journal of Data and Network Science, 3(3), 185-200.
Al-Debi, H. A., & Ashraf, M. (2014). The impact of services marketing mix 7P’s in competitive advantage to five stars hotel–case study Amman, Jordan. In The Clute Institute International Academic Conference. Orlando, Florida.
Al-Dmour, H., Zu'bi, M. F., & Kakeesh, D. (2013). The effect of services marketing mix elements on customer-based brand equity: An empirical study on mobile telecom service recipients in Jordan. International Journal of Business and Management, 8(11), 13.
Almuhrzi, H. M., & Alsawafi, A. M. (2017). Muslim perspectives on spiritual and religious travel beyond Hajj: Toward understanding motivations for Umrah travel in Oman. Tourism Management Perspectives, 24, 235-242.
Ameur, I., Keltouma, M. A. H. I., & Souar, Y. (2015). The Impact of Marketing Mix Elements on Customer Loyalty for an Algerian Telecommunication Company. Expert Journal of Marketing, 3(1).
Beins, B. C., & McCarthy, M. A. (2018). Research Methods and Statistics in Psychology. Cambridge University Press.
Davis-Sramek, B., Mentzer, J. T., & Stank, T. P. (2008). Creating consumer durable retailer customer loyalty through order fulfillment service operations. Journal of operations management, 26(6), 781-797.
Dahmiri, Octavia, A., & Fatricia, R.S. (2017). The influence of service marketing mix and service quality on students' satisfactin in Jambi university. Indonesia, International Journal of Economics, Commerce and Management, 5(6), 398-414.
Eid, R., & El-Gohary, H. (2015). Muslim tourist perceived value in the hospitality and tourism industry. Journal of Travel Research, 54(6), 774-787.
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.
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.
Hashim, N., & Hamzah, M. I. (2014). 7P's: A literature Review of Islamic marketing and Contemporary Marketing MIx. Procedia-Social and Behavioral Sciences, 130, 155-159.
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.
Helm, R., & Gritsch, S. (2014). Examining the influence of uncertainty on marketing mix strategy elements in emerging business to business export-markets. International Business Review, 23(2), 418-428.
Kwon, C. K. (2011, March). A study of the relationship between marketing mix and customer retention for herbal coffee in Malaysia. In 2nd international conference on business and economic research (2nd ICBER 2011) Proceeding (No. 2011-279). Conference Master Resources.
Mustawadjuhaefa, Basrimodding, Jobhaarbima, M., & Ilhamlabbase (2017). Marketing mix and service quality effect on customer satisfaction and loyalty of Toyota cars. Journal of Research in Business and Management, 5(2),13–23.
Judd, V. C. (1987). Differentiate with the 5th P: People. Industrial Marketing Management, 16(4), 241-247.
Kadhim, F. A., Abdullah, T. F., & Abdullah, M. F. (2016). Effects of marketing mix on customer satisfaction: empirical study on tourism industry in Malaysia. International Journal of Applied Research, 2(2), 357-360.
Khan, E. A., & Shambour, M. K. Y. (2018). An analytical study of mobile applications for Hajj and Umrah services. Applied computing and informatics, 14(1), 37-47.
Nyarko, I. K., Agyeman-Duah, M. O., & Asimah, V. (2016). Measuring customer loyalty using retention, advocacy and patronage as key denominators. International of scientific and Research Publications, 6, 2250-3153.
Kotler, P., Burton, S., Deans, K., Brown, L., & Armstrong, G. (2015). Marketing. Pearson Higher Education AU.
Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson education.
Kotler, P., & Keller, K. L. (2006). Marketing management 12e. Upper Saddle River, New.
Kushwaha, G. S., & Agrawal, S. R. (2015). An Indian customer surrounding 7P׳ s of service marketing. Journal of Retailing and consumer services, 22, 85-95.
Kwon, C. K. (2011, March). A study of the relationship between marketing mix and customer retention for herbal coffee in Malaysia. In 2nd international conference on business and economic research (2nd ICBER 2011) Proceeding (No. 2011-279). Conference Master Resources.
Lee, J. S., Lee, C. K., & Park, C. K. (2014). Developing and validating a multidimensional quality scale for mega-events. International journal of hospitality management, 43, 121-131.
Majid, H. A., Azurah A. S., Lizawati M. Y., Dewi, N., & Hisham, N.S.S.N. (2016). HAJJRAH: An innovative application for pilgrims of Hajj and Umrah. ARPN Journal of Engineering and Applied Sciences, 11(3), 1947-1950.
Muala, A., & Maje, A.Q. (2012). Assesing the relationship between marketing mix and loyalty through tourist satisfaction in Jordan curative tourism. American Academic & Scholarly Research Journal, 4(2), 1–14.
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.
Owomoyela, S. K., Oyeniyi, K. O., & Ola, O. S. (2013). Investigating the impact of marketing mix elements on consumer loyalty: An empirical study on Nigerian Breweries Plc. Interdisciplinary journal of contemporary research in business, 4(11), 485-496.
Pourkhani, A., Abdipour, K., Baher, B & Moslehpour, M. (2019). The impact of social media in business growth and performance: A scientometrics analysis.International Journal of Data and Network Science, 3(3), 223-244.
Pritchard, M. P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the academy of marketing science, 27(3), 333.
Ramdé, J. (2012). Utilisation des connaissances issues de la recherche en éducation Validation d’un questionnaire et proposition d’un modèle.
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2014). PLS-SEM: Looking back and moving forward. Long Range Planning, 47(3), 132–37.
Fiaza, A., & Shukor, A. (2016). The relationship between service marketing mix, service quality, service value and customer satisfaction in commercial car parking facilities(Doctoral dissertation, Universiti Utara Malaysia).
Salimi, D., Tavasoli, K., Gilani, E., Jouyandeh, M & Sadjadi, S. (2019). The impact of social media on marketing using bibliometrics analysis.International Journal of Data and Network Science, 3(3), 165-184.
Sreenivas, T., Srinivasarao, B., & Srinivasa Rao, U. (2013). An analysis on marketing mix in hospitals. Int. J. Adv. Res. Manage. Soc. Sci, 2(4), 187-207.
Tayebi, S., Manesh, S., Khalili, M & Sadi-Nezhad, S. (2019). The role of information systems in communication through social media.International Journal of Data and Network Science, 3(3), 245-268.
Taiebi Javid, E., Nazari, M & Ghaeli, M. (2019). Social media and e-commerce: A scientometrics analysis.International Journal of Data and Network Science, 3(3), 269-290.
Verma, Y., & Singh, M. R. (2017). Marketing Mix, Customer Satisfaction and Loyalty: an Empirical Study of Telecom Sector in Bhutan. Indian Journal of Commerce and Management Studies, 8(2), 121.
Wahab, N. A., Hassan, L. F. A., Shahid, S. A. M., & Maon, S. N. (2016). The relationship between marketing mix and customer loyalty in hijab industry: The mediating effect of customer satisfaction. Procedia Economics and Finance, 37, 366-371.
Zaahara. (2017). 10 Tips on choosing the Umrah package: Don’t take it lightly – ZAAHARA. Retrieved May 6, 2018 (https://zaahara.com/blogs/writers-corner/10-tips-on-choosing-the-umrah-package-dont-take-it-lightly).
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
Ziarah. (2018). General Information. Retrieved May 15, 2018 (http://www.umrah-ziarah.com/info.php).