文章基本信息

标题：Relationship between Image, Service Quality, and Organizational Citizenship Behavior in determining Customer Satisfaction towards an Islamic Financial Institution in Malaysia
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作者：Kamsol Mohamed Kassim ; Khairul Hizwan Mohd Nordin
期刊名称：Asian Journal of Business and Management Sciences
电子版ISSN：2047-2528
出版年度：2012
卷号：1
期号：09
页码：113-119
出版社：Society for Business Research Promotion
摘要：The purpose of this paper is to understanding the relationship between image, service quality and organizational citizenship behavior (OCB) with customer satisfaction towards Tabung Haji services. This study was based on the responses to a written questionnaire of 360 Tabung Haji depositors who came to Tabung Haji headquarters. A strong significant relationship was found between service quality and image on customer satisfaction. The impact of service quality, image and organizational citizenship behavior on customer satisfaction was confirmed. Service quality and customer satisfaction were found to be strongly correlated. The sample includes only on Tabung Haji headquarters, so the findings may not be generalized. Future research in other branches of Tabung Haji is called for. The study in this paper demonstrates the important effects of service quality, image and organizational citizenship behavior on customer satisfaction in Tabung Haji services. Management of Tabung Haji should benefits from noting the links and likely the favorable outcomes for depositors, employee and Tabung Haji itself. The paper provides empirical evidence of the applicability of the customer satisfaction towards Tabung Haji services and illuminates the complex nature of inter-relationship between service quality, image and organizational citizenship behavior in predicting level of satisfaction, expanding the literature. Full Text