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How do Muslim consumers perceive service quality?

How do Muslim consumers perceive service quality? Purpose – This paper aims to report the development of an Islamic service quality scale that is derived from the literature, verbal protocol method interviews, and survey. Design/methodology/approach – Verbal protocol interviews were conducted with 24 men and 12 women from Indonesia. A pilot testing of the questionnaire was conducted with four Indonesian students. The items were further refined and pilot tested with six Indonesian students. Exploratory factor analysis and reliability analysis ( n =200) and confirmatory factor analysis ( n =607) were used to examine the factor structure and reliability of the scale. Findings – The results indicate a robust measure of Islamic service quality: general Islamic values, Halal/Haram, attention to Islamic religious activities, honesty, modesty, and humaneness and trustworthiness. Future researchers can apply the Islamic service quality measure to Muslim consumers in other countries. Successful service providers need to be cognizant of the intrinsic roles played by Islamic values and practices among the Muslim consumers. Research limitations/implications – Major limitations include the recall ability of consumers during the verbal protocol method of interviewing, potential blending of Islamic values and Javanese culture, and the extent of separation of state and religion. Future researchers can apply the Islamic service quality measure to Muslim consumers in other countries. Practical implications – Successful service providers need to be cognizant of the intrinsic roles played by Islamic values and practices among the Muslim consumers. Originality/value – This paper contributes to the extant literature on Islamic marketing by developing a unique measure of service quality that is pertinent to Muslim consumers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asia Pacific Journal of Marketing and Logistics Emerald Publishing

How do Muslim consumers perceive service quality?

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References (90)

Publisher
Emerald Publishing
Copyright
Copyright © 2013 Emerald Group Publishing Limited. All rights reserved.
ISSN
1355-5855
DOI
10.1108/APJML-06-2012-0061
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper aims to report the development of an Islamic service quality scale that is derived from the literature, verbal protocol method interviews, and survey. Design/methodology/approach – Verbal protocol interviews were conducted with 24 men and 12 women from Indonesia. A pilot testing of the questionnaire was conducted with four Indonesian students. The items were further refined and pilot tested with six Indonesian students. Exploratory factor analysis and reliability analysis ( n =200) and confirmatory factor analysis ( n =607) were used to examine the factor structure and reliability of the scale. Findings – The results indicate a robust measure of Islamic service quality: general Islamic values, Halal/Haram, attention to Islamic religious activities, honesty, modesty, and humaneness and trustworthiness. Future researchers can apply the Islamic service quality measure to Muslim consumers in other countries. Successful service providers need to be cognizant of the intrinsic roles played by Islamic values and practices among the Muslim consumers. Research limitations/implications – Major limitations include the recall ability of consumers during the verbal protocol method of interviewing, potential blending of Islamic values and Javanese culture, and the extent of separation of state and religion. Future researchers can apply the Islamic service quality measure to Muslim consumers in other countries. Practical implications – Successful service providers need to be cognizant of the intrinsic roles played by Islamic values and practices among the Muslim consumers. Originality/value – This paper contributes to the extant literature on Islamic marketing by developing a unique measure of service quality that is pertinent to Muslim consumers.

Journal

Asia Pacific Journal of Marketing and LogisticsEmerald Publishing

Published: Jun 13, 2013

Keywords: Islamic values; Service quality; Validity; Reliability; Instrument development; Islam; Consumers

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