Key findings:

The study found a significant positive relationship between service quality dimensions (reliability, tangibles, responsiveness, assurance, empathy) and customer patronage at OYSCATECH, Igboora. Tangibility and responsiveness had a positive effect on patronage, while empathy had a negative effect. The findings suggest the importance of improving personalized attention and dependable service to increase customer patronage.

What is known and what is new?

This study adds to existing knowledge by examining the impact of service quality dimensions on customer patronage in a cooperative society context, focusing on OYSCATECH, Igboora. It finds that while tangibility and responsiveness positively affect patronage, empathy has a negative impact. These findings suggest the need for cooperative societies to carefully balance these dimensions to enhance customer satisfaction and loyalty.

What is the implication, and what should change now?

The implication of this study for OYSCATECH, Igboora, and similar cooperative societies is the importance of balancing service quality dimensions to enhance customer patronage. Specifically, the findings suggest that while tangible aspects of service and responsiveness positively influence patronage, an excessive focus on empathy may have a negative impact. Therefore, it is recommended that OYSCATECH and similar organizations reassess their service delivery strategies to ensure they provide a balanced approach that meets customer expectations.

Every organization's goal is to meet the needs and demands of its stakeholders. Meeting the demands and requirements of the stakeholders will not only assure the organization's survival, but also its success [1]. Customers are assumed to be one of the most crucial stakeholders in any business since without them, it is unlikely that the business will succeed. 

Co-operative society is one of the most important agents of economic development. It serves not only as a source of employment, but also as a training ground for rural residents as well as other societal and economic benefits. Its primary objective is to provide funding to individuals who want to start or grow a business, such as a small or medium firm (SME), in order to improve their socio-economic status [2].

Customer loyalty has been demonstrated to be a person of successful service quality, and cooperative societies can acquire a competitive edge by providing high service quality to its many customers. Due to the benefits of customer retention, excellence in service quality is a cornerstone to achieving customer loyalty and continuing patronage, which is the fundamental goal of corporate organizations. Cooperatives are established to protect the interest of a group of individuals. They are built on the compelling principle that by working together, a group of people can accomplish things that none of them could do alone.

According to researchers from all over the world, providing high-quality services gives any company a long-term competitive advantage. It enables them to meet not just their customers' current needs, but also anticipate their future requirements. The capacity to foresee future customer wants allows them to consistently satisfy their customers by providing high-quality services [3].

• Statement of the Problem:

Customers compare the quality of their experience with their past expectations when they buy a product or use a service, resulting in satisfaction or dissatisfaction. Despite the fact that various research on service quality and customer patronage have been conducted (1,3,4,) there is little empirical data in the literature investigating this topic using cooperative society.. It is in this view that this study was carried out to assess service quality and customer patronage inOyo State college of Agriculture and technology Cooperative Society, Igboora.

• Objectives of the Study:

The main objective of the study is to assess the effect of service quality on customer patronage of Oyo State college of Agriculture and technology Cooperative Society, Igboora, while the specific objectives are to:

• Evaluate the relationship between service quality dimensions and customer patronage of OYSCATECH, Igboora.
• Investigate the effect of service quality dimensions on customer patronage of OYSCATECH, Igboora.

• Research Hypotheses:

The study proposed the following research hypotheses to be empirically tested:

Ho1 Service Quality Dimension has no significant relationship with customer patronage in OYSCATECH, Igboora.

Ho2 Service Quality Dimension has no significant effect on customer patronage in OYSCATECH, Igboora.

• Service Quality:

• Services are indeed a continuous process of on-going dialogues between service providers and customers that includes a variety of intangible activities provided as premium solutions to customers' problems, as well as the physical and financial resources and any other useful system elements involved in providing these services [5].

   

•  [6,7] define service quality as a process in which customers compare their expectations for a service with their assessment of the service they actually receive. Service quality is defined by [8] as a measure of how well a provided service meets the consumers' expectations. 

   

• Dimensions of Service Quality:

• Reliability:

• The competence of a service provider to fulfill the promised services honestly and consistently is referred to as reliability [9]. Customers desire dependable services they can rely on. It requires completing the service right the first time. In the field of customer service, reliability is a critical attribute to possess. One of the most important components of customer retention is demonstrating to clients that a company is trustworthy by consistently doing what it says. The more a company demonstrates its dependability, the more difficult it is to persuade clients to explore competitors' offerings. The issue of reliability was stressed [6]. They point out this dimension as being harmful to quality evaluation, owing to its dependence on the other dimensions as well as the many procedures involved in service delivery. 

   

• Assurance:

• The amount of knowledge and kindness demonstrated by personnel in providing services, as well as their capacity to instill trust and confidence in customers, contribute to the development of assurance [9]. Professionalism is demanded of service providers. The most important determinant of service quality, according to  [10], is assurance. Before beginning work, service providers can express their knowledge, skills, and competencies in a variety of methods.

   

• Responsiveness:

• Responsiveness is the capacity of frontline workers to assist customers and offer prompt service. Employees must be willing to respond to customer requests quickly. Willingness alone will not suffice to gain a positive perception from customers; you must always act on your willingness, which can only happen if appropriate resources are available to customer service representatives.

   

• Tangibles:

• Tangibles refers to those items that can be seen and felt. In terms of service quality, tangibles include information and communication technology (ICT) equipment, physical facilities and their appearance (ambience, light, air - conditioners, seating arrangement), and, last but not least, the organization's service-providing employees [9]. Tangibility is a SERVQUAL dimension that pertains to the physical surroundings and facilities, as well as equipment, personnel, and communication methods [11,6]. In other words, tangibility is the physical manifestation of the service. Physical facilities, personnel appearance, and tools or equipment utilized to offer the service are all included. Any firm can use these tangibles in a random integration to provide services to its customers, who then evaluate the quality and utility of the tangibles. 

   

• Empathy:

• Empathy usually entails the care of customers by paying close attention to them on an individual basis [9]. It entails attending to their issues and successfully responding to their concerns and needs. Empathy is concerned with the delivery and caring for individualized attention, according to [6]. Employees may perform their jobs flawlessly, but they still lack the ability to exhibit care and concern for the consumer, according to [12]. This extra mile, he believes, may need to be taught through staff training programs.

   

• Theoretical Framework:

• Gap Theory:

• Gap theory, also known as the Service Quality Gap model was developed by [13]. This model identifies the different sources of gaps or differences between the service quality that a customer expects to receive from a service provider and the customer perception of the service actually received. 

   

• The model identifies five different types of gaps. The first four gaps are called company gaps, and the fifth gap is called customer gap which means the gap as perceived by customer. 

   

• The description of these five quality gaps is given below:

• Gap 1: The manager perceives the customers' expectations differently from the customers,

• Gap 2: The service quality specifications do not agree with management perceptions of   quality expectations,

• Gap 3: Difference between quality specifications of the promised service and the final service delivered,

• Gap 4: Promises made by market communication activities are not met by the delivered service, 

• Gap 5: Difference between the expectations of what firms should provide in the industry and their perceptions of how a 

•            given service provider performs,

• Gap 6: Difference between the expectations of what firms should provide in the industry and their employee’s 

•            perceptions of consumer expectation, and

• Gap 7: Difference between the employee’s perceptions of consumer expectation and Management’s perceptions of 

•             consumer expectation.

• Empirical Review:

• [14] investigated the influence of service quality on customer patronage intention in commercial banks. The study adopted a descriptive research method. 180 commercial bank customers were selected for the final study representing three major public sector commercial banks namely State bank of India, Canara bank and Union bank in Kerala State. The primary data was collected using a well-structured questionnaire and the secondary data was obtained from journals, books and other related articles. Data collected were analysed using descriptive statistics, exploratory factor analysis and correlation analysis. Findings revealed that tangibility have the most influence towards customer patronage followed by empathy, reliability, responsiveness and assurance.

   

•  [1] carried out a study on perceived service quality and customer’s patronage of selected banks in Abeokuta, Ogun State, Nigeria. The study employed simple random sampling technique to select six banks namely First Bank Plc., United Bank of Africa Plc., Guarantee Trust Bank Plc., Access Bank, First City Monument Bank and Zenith Bank Plc. for the study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed using Pearson’s correlation co-efficient and multiple regression analysis. Results from the findings revealed that there was a positive strong relationship between the six service quality dimensions and customer patronage but only three independent variables namely effectiveness and assurance, price and tangibles have positive effects on customer patronage with co-efficient of 0.739, 0.305 and 0.264 respectively at 1% level of significance. The study suggested that banks should focus more on the six attributes of service quality dimensions of BSQ model especially access, service portfolio and reliability that recorded negative values in order to enjoy strong patronage by customers.

•  [15] carried out a study on building customers’re-patronage intention through service quality of community mall in Bangkok. Data were collected in Bangkok area using a survey questionnaire. Final sample consisted of 225 respondents who were frequent visitors of community malls. The data was analysed using exploratory factor analysis as well as simple and multiple regression analysis. The six constructs studied were examined for differences in means across all demographic variables by employing analysis of variance or ANOVA. The results revealed that tangible dimension had significant correlation to reliability, empathy, responsiveness and assurance dimensions consecutively. Multiple regression analysis demonstrated that re-patronage intention was explained by empathy, responsiveness and assurance dimensions, not reliability dimension. The study recommended that to make shoppers to come back to the malls, managers should recognise the important role of tangible items as an antecedent to intangible items.

Source: Adapted from (Zeithaml, V. A. 1981).

Figure 1: Conceptual Model of Service Quality and Customer Patronage

TThe study adopted the survey research design. The source of data for the study was primary source in order to elicit responses directly from the respondents on the research phenomenon using 5-point likert scale type questions to seek the opinion of the respondents on the research phenomenon. The population of the study comprised of all 400 members of the Oyo State College of Agriculture and Technology Cooperative Society located in Igboora. The sample size was determined using Taro Yamane formula for determination of sample size as demonstrated below:

Where:

n = the required simple size 

N = the population under study, which is 400

e = the margin of error, which is 0.05

Substituting the values into the formula gave:

Therefore, n = 200 members

The simple random sampling technique was used to select the respondents since the sample frame could be assessed. This was done to give every participant the chance to participate in the study. 

In order to test the reliability of the overall scale and each of the service quality dimensions, Cronbach’s alpha coefficient was used and the result is depicted in Table 1 below. 

Table 1: Cronbach’s Alpha Coefficients for the Variables

    Source: Researchers Computation 2021

Furthermore, the multiple regression technique was used for analysis in the study with the following model:

Where:

CP= Customer Patronage

REL = Reliability

TAN = Tangibles

RESP = Responsiveness

ASS = Assurance

EMP = Empathy

α₀, α₁, α₂, α₃, α₄, α₅ = Coefficients estimated.

ut = Error term. 

Two hundred copies of the questionnaires were administered to the respondents, while 189 copies of the survey were returned. After completing the data cleaning process, the study was left with 171 valid copies of the questionnaire for further analysis.

Table 2: Demographic Characteristics of Respondents

Source: Field Survey (2021)

The respondents demographic characteristics presented in Table 2 revealed that the majority of the respondents have between 5 to 10 years of experience with 55%, followed by those with 11 to 15 years representing 20.5%. In respect of the services that attracted patronage, Loan attracted more patronage with above 40% followed by Shares and savings attracted 65 of the respondents representing 38%. 

Table 3: Descriptive Statistics for the Variables

    Source: Researcher’s Computation, 2021

Table 3 above shows the descriptive Statistics for all the variables used in this study. The total number of observations for each of the variables is 171. The descriptive Statistics for Reliability (REL) of the cooperative service delivery shows the mean value is 4.13 and median of the responses is 4 implying that average of the responses on reliability was agreed. The minimum and maximum 1 and 5 respectively indicating that minimum response was strongly disagreed while the maximum response was strongly agreed. The standard deviation is 0.56. There is no indication of outliers in the data on REL meaning there is no response in the data that would have dragged the mean value to an unrealistic figure deviant from the median. 

The table shows that the mean value for Tangibles (TAN) 3.76 and the median (p50) value was 4 indicating that the average responses for Tangibles was agreed. The minimum and maximum value were 1 and 5 respectively indicating that minimum response was strongly disagreed while the maximum response was strongly agreed. The standard deviation was found to be 0.81 from the mean value. These values do not indicate presence of outliers. For Responsiveness (RES), the mean value is 4.19 and the median is 4 indicating that the average responses for Responsiveness was agreed. The minimum and maximum are 1 and 5 respectively indicating that minimum response was strongly disagreed while the maximum response was strongly agreed, and the standard deviation is 0.78. There is no presence of outliers. For Assurance (ASS), the mean value is 4.11 and the median was 4, indicating that the average responses for Assurance was agreed. The minimum and maximum are 1 and 5 respectively and standard deviation 0.65. There is no indication of outliers. For Empathy (EMP), the mean value is 4.21, median 3, minimum and maximum are 1 and 5 indicating that minimum response was undecided while the maximum response was strongly agreed respectively and standard deviation 0.84. There is no indication of outliers. 

TEST OF HYPOTHESES:

• Hypothesis One:

H₀₁: The service quality dimension does not have a significant relationship with the customers’ patronage in OYSCATECH, Igboora.

Table 4: Correlation Analysis

A correlation analysis was conducted to test the hypothesis by estimating a factor score from the exploratory factor analysis. The results in Table 4 revealed that there was a significant and positive relationship between reliability and customer patronage in OYSCATECH, Igboora (r = 0.564, n = 171, p< .000). The finding implied that as the cooperative society's reliability increases, customers' patronage also increases. 

Similarly, there was a significant and positive relationship between tangibility and customers’ patronage (r = 0.451, n = 171, p< .000). The finding implied that as the cooperative society's tangibility increases, customers’ patronage would also increase.

Also, there was a significant and positive relationship between responsiveness and customers’ patronage (r = 0.621, n = 171, p< .000). The finding implied that as the cooperative society's responsiveness increases, customers’ patronage would increase.

There was a significant and positive relationship between assurance and customers’ patronage (r = 0.442, n = 171, p< .000). The result implied that as the cooperative society's assurance increases, customers’ patronage would also increase.

There was a significant and positive relationship between empathy and customers’ patronage (r = 0.352, n = 171, p< .000). The result implied that as the cooperative society's empathy increases, customers’ patronage would increase. 

Overall, the null hypothesis was rejected, and it was concluded that service quality dimensions had a significant and positive relationship with customers’ patronage of members of the cooperative society in OYSCATECH, Igboora.

• Hypothesis Two:

H₀₂: The service quality dimension has no significant effect on customers’ patronage in OYSCATECH, Igboora.

Table 5: Model Summary

A regression analysis was conducted to test the hypothesis. The results were presented in Tables 5, 6, and 7, respectively. As can be seen in Table 5, the R-square was 0.504. It implied that the independent variables accounted for approximately 50% of the changes in the dependent variable. In comparison, the remaining 50% were other variables not included in the regression model, predicting customers’ patronage.

Table 6: Analysis of Variance

The Analysis of Variance result in Table 6 revealed that the overall regression model was significant; that is, the independent variables contributed significantly to the model with an F-value of 33.577 and a p-value value of 0.001.

Table 7: Coefficients

The result in Table 7 showed each independent variable's contribution to the dependent variable, which was examined using a significance level of 0.05 (two-tailed). As can be seen, reliability statistically significant and positive (β = 0.311, t = 4.239, p < 0.001). The result implied that with a one percent increase in cooperative society’s reliability, customers’ patronage would increase by 31%. 

The coefficient of tangibility was statistically significant and positive (β = 0.183, t = 2.272, p < 0.05). The result implied that a one percent increase in cooperative society’s tangibility would result in an 18% increase in customers’ patronage. 

The coefficient of responsiveness was statistically significant and positive (β = 0.513, t = 6.007, p < 0.001). The result implied that a one percent increase in cooperative society’s responsiveness would result in a 51% increase in customers’ patronage.

The coefficient of assurance was not statistically significant and positive (β = 0.130, t = 1.534, p > 0.127). The result implied that a one percent increase in cooperative society’s assurance would result in a 13% increase in customers’ patronage.

Lastly, the coefficient of empathy was not statistically significant and negative (β = -0.144, t = -1.639, p > 0.103). The result implied that a one percent increase in cooperative society’s empathy would result in a 15% decrease in customers’ patronage.

The linear hypothesis test function was used to test the overall significance of the regression model. The result revealed an overall t-test value of 6.142 with a p-value of 0.001. As a result, the null hypothesis was rejected, and it was concluded that service quality had a significant effect on customer patronage in a cooperative society. 

• Discussion of Findings:

This study examined the effect of service quality on customers’ patronage cooperative society. It effectively provided evidence that service quality significantly and positively influenced customers’ patronage based on the correlation and regression analysis results. First, reliability had a statistically significant and positive effect on customer patronage. The finding implied that a cooperative society could offer service dependably and accurately. It also delivered on its promises about service provision, pricing, delivery, and problem-solving. These actions by the cooperative society, in turn, would sustain customers’ patronage. The finding was in line with past studies such as. They found in their studies that reliability had a significant effect on customer patronage. In contrast, found that reliability does not significantly influence customer patronage. 

Secondly, the result also revealed that tangibility had a statistically significant and positive effect on customers’ patronage. This finding indicated that the physical facilities of the cooperative society, the appearance of personnel, materials associated with the service (credit and debit sheets, chequebooks, etc.), decorations and business hours, the tools and equipment used to provide the service sustained customers’ patronage. The result was consistent with previous studies of [1,16]. They found that tangibility had a significant and positive effect on customers’ patronage. On the contrary, the result does not support the finding of [17,18]. They found that tangibility does not influence customers’ patronage.

Thirdly, the result further revealed that responsiveness had a statistically significant and positive effect on customers’ patronage. This finding indicated that a cooperative society could promptly and attentively deal with members' requests, questions, and complaints to sustain their patronage. The discovery was in line with the result of previous studies like [15,17]. They found out in their studies that responsiveness significantly influenced customers’ patronage. In contrast, the result does not support findings.

Fourthly, the result revealed that assurance had a statistically insignificant and positive effect on customers’ patronage. This finding indicated that the cooperative society's employees lacked the knowledge, courtesy, and ability to convey trust and confidence in members. They also lacked competence, courtesy, credibility, and the ability to secure members' funds, leading to decreased customer patronage. The discovery was in contrast with the result of [15,17,18].

Finally, the result also revealed that empathy had a statistically insignificant and negative effect on customers’ patronage. This finding indicated that the cooperative society employees could not care and provide individualised attention to members, which could not sustain their patronage. The discovery was in line with previous studies like [19,20]. They found out in their studies that empathy significantly influenced customers’ patronage. In contrast, the result does not support the work of [17,15].

The study examined the effect of service quality on customers’ patronage in the Oyo State College of Agriculture and Technology, Igboora, Oyo State. Arising from the results obtained from the opinions of 171 members from the cooperative society. It was concluded that the service quality’s dimension of reliability, tangibles, responsiveness, assurance, and empathy statistically and positively influenced customers’ patronage. 

The study further recommends that the cooperative society's management should ensure that they sustain and continue to offer dependable and accurate services to their members to serve them better and support their patronage, encourage and maintain the physical facilities of the cooperative society, ensure that personnel appearance is encouraging, update the materials associated with their service (credit and debit sheets, chequebooks, etc.), improve operating business hours to ensure that customers could have uninterrupted access to details of their funds, and train their employees on the best way to gain members' trust and confidence to serve them better and increased customer patronage.

Conflict of Interest

The authors declare that they have no conflict of interest.

Funding: No funding sources 

Ethical approval: The study was approved by the Institutional Ethics Committee of Crescent University 

1. Ukeh, D. A., E. B. Adie, and J. A. Ukeh. "Insecticidal and Repellent Activities of Pepper Fruit, Dennettia Tripetala (G. Baker) against the Cowpea Beetle, Callosobruchus Maculatus (Fabricius)." 2011, pp. 15-23. CABI Digital Library, https://www.cabidigitallibrary.org/doi/full/10.5555/20123004092.

2. Yunusa, Ademu, Elesho Temitope Micheal, and Aduku Danlami Joseph. "Contributions of Co-Operative Societies to Economic Development in Kogi State, Nigeria." GPH-International Journal of Business Management, vol. 1, no. 1, 2018, pp. 01-18, https://www.gphjournal.org/index.php/bm/article/view/27.

3. Khan, Mubbsher Munawar, and Mariam Fasih. "Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector." Pakistan Journal of Commerce and Social Sciences (PJCSS), vol. 8, no. 2, 2014, pp. 331-354, https://www.econstor.eu/handle/10419/188141.

4. Akintan, I., M. Dabiri, and S. Jolaosho. "Assessing Service Quality Dimensions on Customers Patronage of Islamic Banking in South Western Nigeria." International Journal of Research In Commerce and Management Studies, vol. 2, no. 1, 2020, pp. 76-98, http://ijrcms.com/uploads2020/ijrcms_02_27.pdf.

5. Grönroos, Christian. "The Relationship Marketing Process: Communication, Interaction, Dialogue, Value." Journal of Business & Industrial Marketing, vol. 19, no. 2, 2004, pp. 99-113, https://www.emerald.com/insight/content/doi/10.1108/08858620410523981/full/full/html.

6. Parasuraman, Ananthanarayanan, Valarie A. Zeithaml, and Leonard L. Berry. "Servqual: A Multiple-Item Scale for Measuring Consumer Perc." Journal of Retailing, vol. 64, no. 1, 1988, p. 12, https://www.proquest.com/openview/7d007e04d78261295e5524f15bef6837/1?pq-origsite=gscholar&cbl=41988.

7. Parasuraman, Ananthanarayanan, Valarie A. Zeithaml, and Leonard L. Berry. "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research." Journal of Marketing, vol. 58, no. 1, 1994, pp. 111-124, https://doi.org/10.1177/002224299405800109.

8. Zeithaml, Valarie A. "How Consumer Evaluation Processes Differ between Goods and Services." Marketing of Services, vol. 9, no. 1, 1981, pp. 25-32, https://www.researchgate.net/publication/235363095_How_Consumer_Evaluation_Processes_Differ_Between_Goods_and_Services.

9. Blery, Evangelia, et al. "Service Quality and Customer Retention in Mobile Telephony." Journal of Targeting, Measurement and Analysis for Marketing, vol. 17, 2009, pp. 27-37, https://doi.org/10.1057/jt.2008.26.

10. Dortyol, Ibrahim Taylan, Inci Varinli, and Olgun Kitapci. "How Do International Tourists Perceive Hotel Quality? An Exploratory Study of Service Quality in Antalya Tourism Region." International Journal of Contemporary Hospitality Management, vol. 26, no. 3, 2014, pp. 470-495, https://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2012-0211/full/html.

11. Hudson, Simon. Tourism and Hospitality Marketing: A Global Perspective. Sage, 2009, https://doi.org/10.4135/9781446280140.

12. Arlen, Chris. "The 5 Service Dimensions All Customers Care About." Service Performance Inc., 2008, pp. 10-15, https://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/.

13. Parasuraman, Anantharanthan, Valarie A. Zeithaml, and Leonard L. Berry. "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing, vol. 49, no. 4, 1985, pp. 41-50, DOI:10.2307/1251430.

14. Uvais, M., and E. Sulaiman. "Influence of Service Quality on Customer Patronage Intention in Commercial Banks: Empirical Evidence." Journal of Business and Management, vol. 19, no. 6, 2017, pp. 62-66, DOI:10.9790/487X-1906046266.

15. Panichpathom, Supeecha. "Building Customers’ Re-Patronage Intention through Service Quality of Community Mall in Bangkok." Entrepreneurial Business and Economics Review, vol. 4, no. 2, 2016, pp. 9-25, https://www.ceeol.com/search/article-detail?id=411230.

16. Okeke, T. C., G. A. Ezeh, and N. O. A. Ugochukwu. "Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks." Journal of Internet Banking & Commerce, vol. 20, no. 3, 2015, DOI:10.4172/1204-5357.1000117.

17. Hou, M., Z. Hu, and S. Wei. "Personnel Service Quality and Patronage Intention—Moderation Analysis of Consumption Emotion." International SAMANM Journal of Marketing and Management, vol. 1, no. 2, 2013, pp. 41-55.

18. Olatokun, Wole Michael, and Folake Oyelola Ojo. "Influence of Service Quality on Consumers’ Satisfaction with Mobile Telecommunication Services in Nigeria." Information Development, vol. 32, no. 3, 2016, pp. 398-408, https://doi.org/10.1177/0266666914553316.

19. Hammoud, Nashwa, and Mona Bittar. "Measuring the Quality of Islamic Banks' Services and Its Impact on Customers' Satisfaction—A Survey Study on the Islamic Banks' Customers in Lattakia, Syria." International Journal of Business, Economics and Management, vol. 3, no. 1, 2016, pp. 1-17, DOI: 10.18488/journal.62/2016.3.1/62.1.1.17.

20. Hunjra, Ahmed Imran, et al. "Relationship between Customer Satisfaction and Service Quality of Islamic Banks." World Applied Sciences Journal, vol. 13, no. 3, 2011, pp. 453-459, https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1857883.