Quality customer satisfaction pdf

In this research two main statistical tools i. The results of four variables i. Results also affirm that there is a positive relation between SQ… Expand. Save to Library Save. Create Alert Alert. Share This Paper. Figures and Tables from this paper.

The aim of this research is to analyze the relationship between service quality and customer satisfaction as well as service quality and customer loyalty in restaurant business. The sampling … Expand. View 2 excerpts, references background. The present study aims at determining the quality of services based on SERVQUAL model and its relationship with customer satisfaction in insurance companies. The research method was Applied and … Expand. Highly Influential. View 4 excerpts, references background and results.

Due to the importance of Islamic finance to the Muslims world, recently Islamic Banking is formerly established in in Nigeria in order to join their counterpart in the Muslims world. Due to its … Expand. View 2 excerpts, references methods and background. Verleye et al. In one hand, Ahn and Back 41 42 assert that customer brand experience is a positive and significant antecedent of customer 43 tin 44 engagement.

On the other hand, the brand experience is closely related to perceived service quality. Therefore, we propose a hypothesis that service quality is a significant antecedent of 50 51 customer engagement H3. Murali et al. They studied customers of a home 8 9 appliances business. Their study found that service quality is a significant antecedent of customer 10 loyalty.

Meanwhile, Meesala and Paul have also studied the relationship between service 11 quality and customer loyalty in 40 hospitals. They surveyed undergone patients and found that Jo 12 13 14 service quality has a direct and positive impact on customer loyalty. In addition, Vera and Trujillo u 15 have also revealed that service quality has a direct and indirect positive relationship with 16 rn 17 customer loyalty.

Therefore, we argue that service quality is a positive antecedent of customer 18 19 loyalty, then, we propose a hypothesis that service quality is a positive and significant influential al 20 21 factor of customer loyalty H4.

Carlson et al. Moreover, Simon 31 32 and Tossan argue that customer satisfaction is also an antecedent of brand Facebook page ic 33 34 engagement.

In addition, Thakur has examined M 36 37 the positive and significant relationship between customer satisfaction with retailer and customer ar 38 39 engagement with the retailer mobile apps. He asserts that customer engagement will increase when 40 ke the customer has satisfied with the retailer product and service.

Therefore, we posit that customer 41 42 satisfaction is a significant antecedent of customer engagement H5. Meesala and Paul assert that one of the 52 antecedents of customer loyalty is customer satisfaction. They found that satisfaction has a significant impact on attitudinal and behavioral 6 7 loyalty.

Accordingly, we argue that this relationship will also occur in the Islamic banking sector. Jo 12 13 14 u 15 Customer Engagement and Customer Loyalty 16 rn 17 18 According to some previous studies, customer engagement may influence customer loyalty 19 al 20 Chen and Rahman, , Prentice et al. Prentice et al. They have asserted that customer engagement is a 24 25 positive and significant antecedent of purchase intention. Furthermore, Lee et al. Meanwhile, repurchase intention is closely related to loyalty am 29 30 Kingshott et al.

Accordingly, we argue that customer engagement will have a significant 31 32 influence on customer loyalty. We propose a hypothesis that customer engagement has a ic 33 34 significant and positive impact on customer loyalty H7.

The number of samples of this study is respondents. The questionnaire 45 46 of this study has 38 items. According to Hair et al. In addition, the number of samples should be more than because 48 49 this study used Structural Equation Modelling SEM as the data analysis technique Byrne, We adopted the measurement of customer 4 5 loyalty from Meesala and Paul The variable of customer engagement has been taken from 6 7 Verhagen et al.

Moreover, we adopt customer satisfaction measurements from Meesala 8 9 and Paul Religiosity construct in this research has been adopted from Eid and El-Gohary 10 Finally, we use bank service quality measurements from Karatepe et al. Firstly, we have u 15 developed the questionnaires and translated them to Bahasa Indonesia by using a back-translation 16 rn 17 procedure Sekaran and Bougie, We deploy a five-point Likert scale from Strongly disagree 18 19 1 to Strongly Agree 5.

Secondly, we have done a pilot test to 30 respondents for ensuring the al 20 21 clarity of the items, wording, items relevancy, words and phrases bias and format of the 22 of questionnaire Lee et al. This study employed purposive sampling as the sampling method with 27 28 two criteria Sekaran and Bougie, However, before the main analysis, we have done some preliminary analysis, such as g 47 48 outliers, normality Patrisia and Dastgir, , multicollinearity and heteroscedasticity test 49 50 Pallant, , Hair et al.

Therefore, we found that the data were free 51 52 from those preliminary data problems and we got usable responses. Furthermore, we have also 53 conducted the validity and reliability test. In this test, we used the value of the square root of 11 AVE as the cut-off point. Table 2 shows that the data have a good discriminant validity where the Jo 12 13 14 square root of AVE is greater than the cross-loading value.

In addition, as this study is a cross- u 15 sectional study, it used self-rated questionnaires. Accordingly, the common method bias is a 16 rn 17 possible problem that can occur Podsakoff et al. Accordingly, this 30 31 analysis has three components, including description of respondents, measurement model and 32 ic 33 structural model Byrne, Therefore, the results are described as follows.

The average the transaction in Islamic bank ke 41 per month is less than 5 times Most of the respondents are women Finally, they are university graduates Accordingly, we tin 44 45 may assume that the customers of Islamic banks are people with a productive age and have a good 46 education level. Based on the criteria of the Goodness 53 of Fit GoF , we found that the measurement model has a good fit model. Before doing the path analysis of each 11 relationship, we have examined the GoF of the structural model.

We also found that the structural Jo 12 13 14 model has a good fit index. Furthermore, Table 3 shows the hypothesis testing of this model. Table 4 shows the link between service quality and 22 of customer satisfaction through religiosity as a moderating variable.

This finding is in line with several prior studies Miranda et al. Customers will satisfy when they have perceived good 46 service quality. For instance, Eid and El-Gohary argue that religiosity has a significant 6 7 moderating effect on the link between customer value and customer satisfaction in the tourism 8 9 sector. Surprisingly, we found a negative moderating effect in this study which is neglected in the 10 prior studies Zamani-Farahani and Musa, Figure 3 shows the interaction effect between 11 service quality and customer satisfaction with religiosity as the moderating variable.

The negative Jo 12 13 14 moderating effect means that the religiosity will decrease the relationship between service quality u 15 and customer satisfaction. Therefore, the religiosity of the customers will dampen the link 23 24 between service quality and customer satisfaction. We am 29 found that service quality is a significant and positive antecedent of customer engagement H3. For example, Roy et al. They found that service quality has a significant effect on customer engagement.

The customer will engage or the bonding may create more interaction between customer ke 41 and company relating to customer engagement.

This finding does not support the prior studies who argue that service quality is an antecedent 46 of customer loyalty Meesala and Paul, , Murali et al. However, the service quality g 47 48 has an indirect impact on customer loyalty through customer satisfaction as the mediating variable. They might use the service more and will 4 5 recommend that Islamic bank to others.

Therefore, we argue that service quality is a significant 6 7 factor in influencing customer loyalty through customer satisfaction as an intervening variable. This finding is congruent with some prior studies Carlson et al.

Simon and Tossan have mentioned that when the Jo 12 13 14 customers satisfied with the product, they will have a more possible chance to be engaged.

This finding supports several prior studies Han and Hyun, , 22 of Meesala and Paul, For instance, Kamran-Disfani et al. This finding is in line with several studies Prentice et al. The customers of Islamic banks will have a higher loyalty level when 34 they engage with the bank.

Customer engagement which relates to their sense of belonging and 35 M 36 the level of the customer involvement is a key point to create their bonding and it will lead to the 37 ar 38 degree of the customer loyalty attitudinal or behavioral loyalty. This study 42 43 has contributed to the theoretical and practical aspect. The first theoretical contribution of this tin 44 45 study is the role of religiosity in moderating the link between service quality and customer 46 satisfaction.

The previous studies have neglected in examining such relationship Zamani-Farahani g 47 48 and Musa, , Eid and El-Gohary, Therefore, to the best of our knowledge, this is the 49 50 first study which investigates the moderating role of religiosity on the link between service quality 51 52 and Islamic bank customer satisfaction, especially in the Indonesian context.

Moreover, the prior 53 studies have only examined the link between service quality, customer satisfaction, customer 54 55 engagement and customer loyalty partially Thakur, , Yao et al. Firstly, this study may 8 9 help the managers of Islamic banks in creating a loyalty program. They will concern with how to 10 create better customer satisfaction and customer engagement by using better service quality.

Secondly, Islamic bank has a unique 16 rn 17 customer because it is related to religiosity. First, 27 28 it is a cross-sectional study. Therefore, for further study, we suggest to expand it to a longitudinal am 29 study which helps us to validate the causal mechanism and to get more generalized results. Second, 30 31 this study is only a single country study Indonesia. Finally, this study only used service 34 quality, customer satisfaction and customer engagement as the antecedents of customer loyalty.

Furthermore, customer loyalty dimensions 39 40 might be divided into attitudinal loyalty and behavioral loyalty Meesala and Paul, , Yao et ke 41 al. Asia Pacific Journal of 49 50 Tourism Research, 24, International Journal of Hospitality Management.

Tourism Management, 46, Journal of Comparative 6 Economics, 46, Psychological Bulletin, 88, Journal of Business Research, 11 91, Jo 12 13 Byrne, B.

Structural equation modeling with amos: Basic concepts, applications, and 14 programming, second edition, GB, Routledge Ltd. Cantrell, B. Journal of Retailing and Consumer Services. Tourism Management of 23 Perspectives. Organizational Behavior and Human 27 28 Decision Processes, , Industrial Marketing Management.