Does service quality matters to ensure the loyalty of the Jemaah of a mosque?
by Yuvaraj Ganesan; Anwar Allah Pitchay; Azminah Mohd Mydin
International Journal of Islamic Marketing and Branding (IJIMB), Vol. 5, No. 2, 2020

Abstract: The purpose of the study is to examine the effects of service quality offered by mosques to ensure the satisfaction of the worshippers (Jemaah) which leads to loyalty of a mosque. SERVQUAL model is the research model and the data were analysed using a quantitative method. Two hundred seventy-seven respondents participated in this study through a self-administered questionnaire and, distributed using a simple random sampling technique. The results showed that three constructs i.e., tangibility, assurance, and empathy, have positive and significant effects on the satisfaction of the Jemaah. Meanwhile, there are mediating effects of satisfaction on the relationship between tangible, assurance and empathy aspects on the loyalty of the Jemaah to visit the mosque. The output of these study has several practical implications such as the management of mosque should emphasise on these significant constructs to enable them to enhance the sustainability of a mosque, encourage frequent visits and gain the loyalty of the Jemaah to the mosque.

Online publication date: Tue, 10-Nov-2020

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