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The purpose of this paper is to determine the critical factors to accessing the level of service quality of banks by re‐examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to measure the relative importance of each critical factor in closing up overall service quality gap of banks.

The sample consists of 308 bank customers from different parts of Malaysia. The data were collected by using a structured questionnaire, which consists of three parts. Part 1 deals with consumers' usage of banking channels and their banking behavior. Part 2 contains 26 statements related to service quality dimensions based on past literatures. Finally, Part 3 contains the questions related to the socio‐demographic profiles of respondents.

The modified SERVQUAL model consists of four critical factors (dimensions) as detected by factor analysis. They are: tangibility, reliability, competence and convenience. The results reveal that there are significant differences between the respondents' expectation and their perceptions. Among the four dimensions tested, tangibility has the smallest gap whereas convenience has the largest gap. The application of dominance analysis indicates that competence and convenience together can help to reduce the SERVQUAL gap as much as 76 per cent. The banking sector needs to become more competent by being more responsive and fulfilling the assurance of the customers and providing the banking facilities more conveniently.

The paper shows that hardly any work has been conducted which applies the dominance analysis approach in SERVQUAL dimensions to determine the relative importance of the critical factors in closing the overall service quality gap. Measuring the relative importance of service quality dimensions consistently will provide insights to the banks as to what areas need to be emphasized in order to retain their customers and attract new ones. It provides the guidelines for the banks to develop proper strategies and react faster to the changes of customers' banking behavior.

This study aims to find the differences in the service quality (if any) between two types of banks, namely conventional and Islamic, in terms of common critical factors after re‐examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to examine the relative importance of the critical factors in closing up the overall service quality gap in these two types of banks.

The sample is made up of 308 bank customers, consisting of the customers from both Islamic and conventional banks from different parts of Malaysia. The data have been collected by using the structured questionnaire, which consists of three parts. Part 1 deals with consumers' usage of banking channels and their banking behaviour. Part 2 contains 26 statements related to service quality dimensions based on past literature. Finally, Part 3 contains the questions related to the socio‐demographic profiles of respondents.

The modified SERVQUAL model consists of four critical factors (dimensions) as detected by factor analysis: tangibility, reliability, competence, and convenience. The results reveal that the expectations on competence and convenience are significantly different between conventional banks and Islamic banks, whereas the perceptions on tangibility and convenience are found to be significantly different between these two types of banks. The application of dominance analysis in the SERVQUAL model indicates that the difference between the two types of banks is in terms of degree and not pattern. Competence and convenience are found to be the relatively more dominating factors in both the types of banks. These two dimensions together can help to reduce the overall service quality gap to an extent of 72 per cent in the case of conventional banks and 85 per cent in the case of Islamic banks.

The application of dominance analysis in the SERVQUAL model could be more meaningful in determining the relative importance of the factors when dimensions are interdependent. It permits direct comparison of measures and allows one to predict the level of influence of one factor in comparison with other factors. The study could be quite useful from the policy perspective in providing the guidelines to develop proper strategies and acknowledge the changes in customers' banking behaviour more quickly.

Based upon an extended SERVQUAL model, this paper attempts to measure and compare the service quality between conventional and Islamic banks in Malaysia.

A new dimension, i.e. convenience was added to the existing SERVQUAL model of five dimensions. Data were collected from 287 bank customers residing in two major cities in Malaysia using self‐reporting questionnaires. Factor analysis is used to validate the instrument, after which the gap and dominance analyses techniques are employed.

The factor analysis extracted four dimensions of service quality, i.e. tangibility, reliability, competence, and convenience. The results reveal that there are large and significant differences between respondents' expectations and their perceptions. Specifically, the expectations on competence and convenience are significantly different between the conventional and Islamic banks, whereas the perceptions on tangibility and convenience are found to be significantly different between the two types of banks. The application of dominance analysis to predict the SERVQUAL gap indicates that the difference between the two types of banks lie in terms of degree but not pattern. Competence and convenience are found to be the relatively more dominant dimensions in both types of banks. These two dimensions, taken together, can help to reduce the overall service quality gap to an extent of 72 percent in the case of conventional banks and 85 percent in the case of Islamic banks.

Although the outcomes lend support to the extended SERVQUAL model, the results are derived based on a relatively small sample size with an uneven distribution between the two types of banks. This limits the generalizability of the study results which calls for future research attention.

The Malaysian banking sector needs to take initiative to become more competent by being more responsive through fulfilling their assurance for customers and by providing banking facilities more conveniently.

This study is one of the first to examine and compare the service quality between conventional and Islamic banks using an extended SERVQUAL model. The results could be particularly useful to countries adopting dual banking systems.

The purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future research questions to explore these areas in more detail.

The authors used three major academic databases (Scopus, ProQuest and EBSCO) from 1980–2021 and found 226 papers, where they performed the meta-bibliometric analysis by performing co-citation analysis, co-authorship analysis, cartographic analysis and content analysis.

The SERVQUAL model is the most used conceptual framework and model to study banking service quality. Structural equation modeling (SEM), followed by partial least squares SEM, is a majorly used method. There are three research streams in the literature: retail banking service quality, internet banking service quality and mobile banking service quality. Retail banking is the most studied stream, whereas mobile banking is the least studied stream. The study on banking service quality was initially conducted in developed markets, and later in emerging markets. All three streams have scope for further exploration, and hence, 44 future research questions have also been proposed.

This study has implications for bank managers, academicians and future researchers.

This study is unique in that it examines the meta-bibliometric dimensions of banking service quality and provides directions for future research for academicians and researchers.

The purpose of this paper is to examine the influence of volume and valence of online movie ratings on consumers’ risk perceptions and purchase intentions, as well as the moderating impact of cultural values, in four emerging Asian markets.

Using a survey questionnaire, data was collected from 204 respondents for Study 1 and 376 respondents for Study 2 in four emerging markets (China, India, Chinese Macau, and the Philippines). The analysis was conducted using analysis of variance.

Results indicate that moviegoers express higher risk perceptions and lower purchase intentions when the volume of online ratings is smaller and when the valence (average rating) is lower. These effects are enhanced for more conservative consumers, but are not influenced by consumers’ self-transcendence. Indian consumers were found to be more conservative than the other Asian consumers in the study.

Taken together, the findings make significant contributions to the literature on services marketing, online ratings, cultural values, risk perceptions, and emerging markets. In contrast to correlational studies, the experimental design controls for potential confounding factors and provides evidence of causality between online ratings and consumer responses. In addition, by using cultural values, the authors avoid the problems associated with using national culture scores to characterize individuals or sub-groups within countries.

The study suggests that despite the geographical proximity of these emerging markets, key discernible differences exist due to the moderating impact of cultural values on consumer responses. When targeting consumers in relatively conservative markets (e.g. India), a large volume of positive online ratings may lower consumers’ risk perceptions and increase their purchase intentions.

This study is one of the pioneering studies examining the impacts of volume and valence of online movie ratings on consumers’ risk perceptions and purchase intentions in emerging Asian markets.

This paper introduces the concept of knowledge sabotage as an extreme form of counterproductive knowledge behavior, presents its typology, and empirically demonstrates its existence in the contemporary organization.

Through the application of the critical incident technique, this study analyzes 177 knowledge sabotage incidents when employees intentionally provided others with wrong knowledge or deliberately concealed critical knowledge while clearly realizing others’ need for this knowledge and others’ ability to apply it to important work-related tasks.

Over 40% of employees engaged in knowledge sabotage, and many did so repeatedly. Knowledge saboteurs usually acted against their fellow co-workers, and one-half of all incidents were caused by interpersonal issues resulting from the target’s hostile behavior, failure to provide assistance to others, and poor performance. Knowledge sabotage was often expressed in the form of revenge against a particular individual, who, as a result, may have been reprimanded, humiliated or terminated. Knowledge saboteurs rarely regretted their behavior, which further confirmed the maliciousness of their intentions.

Even though knowledge saboteurs only rarely acted against their organizations purposely, approximately one-half of all incidents produced negative, unintentional consequences to their organizations, such as time waste, failed or delayed projects, lost clients, unnecessary expenses, hiring costs, products being out-of-stock, understaffing, or poor quality of products or services. Organizations should develop comprehensive knowledge sabotage prevention policies. The best way to reduce knowledge sabotage is to improve inter-personal relationships among employees and to foster a friendly and collaborative environment.

This is the first well-documented attempt to understand the phenomenon of knowledge sabotage.

This paper aims to investigate the effect of product offering and other service quality (SQ) dimensions on the satisfaction of the customers of both Islamic and conventional banks, using evidence from an oil-based economy that is based on a prolonged SERVQUAL model with 11 dimensions and other statistical analysis methods.

The data were collected from 461 Islamic and conventional bank customers in Qatar via a survey and several tests were used to test certain hypotheses. Component analysis, factor analysis and gap and ascendency analysis were used in this study. Afterward, a correlation analysis and regression model were used to examine the hypotheses and validate the instruments used.

The results show that regardless of the type of bank, customers always have greater expectations of the services than they had perceived. A customer’s expectation of the product on offer is the only dimension that is significantly different in relation to the two types of banks. However, reliability, competence, responsiveness, credibility and empathy dimensions are significantly different of the two types of banks in customers’ perception of quality. In addition, the results suggest that both types of banks need to concentrate their efforts on the product offering, competence and courtesy dimensions.

The size of our sample of Islamic and conventional banks is unequally balanced. Future studies might therefore choose an equally balanced sample.

Bank managers in both types of banks need to continue improving the quality of their service including product offering and to adopt advanced methods to enhance customer satisfaction (CS) and reduce the gaps in quality in the dimensions used. Furthermore, managers in both types of banks need to put more emphasis on product offering, competence, courtesy and communication if they wish to improve SQ. Moreover, Islamic banks must guarantee that they possess competent, highly trained personnel who are familiar with Islamic finance products, so as to enhance the quality of service and attract customers.

To the best of the author’s knowledge, this is the first study to investigate the effect of product offering and other dimensions of SQ on CS in both Islamic and conventional banks by using 11 dimensions of SQ. In addition, it provides evidence of gaps in SQ, at the dimensions level, for both types of banks in an oil-based economy. The results of this study are valuable in helping decision-makers and bank managers who wish to raise the level of SQ and improve CS and in validating the results from other countries with a dual financial system.

The aim of this study is to examine the role of relational benefits and brand experience measurements on willingness to pay more (WPM), effects of word of mouth (WOM) and repurchase intention (RI) in fast-food restaurants (FFR).

Employing an online questionnaire survey with a sample size of 503 respondents, the quantitative methodology included multiple regression and factor analysis to facilitate the analyses of data.

Relational benefits and their dimensions (confidence, special treatment and social benefits) found to positively impact WPM, WOM and RI. With reference to brand experiences, the current study found that behavioural and intellectual experiences have significant and positive effects on WPM, WOM and RI. Surprisingly, no positive significance was identified between sensory experiences and WPM, WOM and RI.

The findings show that relational benefits and brand experience dimensions play an essential role in improving brand loyalty.

The current study subscribes to the concept of relationship marketing theory, suggesting that loyalty to FFRs can be enhanced by offering customers relational benefits and augmenting their brand experiences.