Mohsin Abdur Rehman
University of Bolton
Customer retentionHospitalityService providerWeb applicationHigher educationEmpirical researchSymbolSERVQUALConsumption (economics)Word of mouthFinancial servicesService qualityCorporate social responsibilitySociologyBusinessPaymentLoyalty business modelRetail bankingPsychologyTheory of generationsMarket shareContent analysisMarketingEmpirical evidencePersonalizationCustomer satisfactionNew product developmentPerceptionService recoveryMobile bankingDonationLoyaltyRealmHappinessOrientation (mental)Context (language use)CredibilityBrick and mortarService (business)Services marketingComplaintHajjPopulationIntrinsic driveCustomer serviceCorporate reputationUndergraduate studiesSuccessful completionConsumption practicesPublic relationsIslamPhenomenonMedical educationHospitality industryRelationship marketingSustainabilityStructural equation modelingTypologyDatabase transactionBootstrapping (linguistics)Social psychologyDeveloping countryPhenomenology (philosophy)User interfaceSituational ethicsCapital (economics)Marketing strategyCustomer relationship management
11Publications
4H-index
54Citations
Publications 10
Newest
In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourabi...
4 CitationsSource
#1Mohsin Abdur Rehman (University of Bolton)H-Index: 4
#2Erisher Woyo (NWU: North-West University)H-Index: 1
Last. Muhammad Sohail (University of the Punjab)H-Index: 7
view all 4 authors...
Universities, particularly cash-strapped, expect their students to re-enrol for postgraduate studies after the successful completion of their undergraduate studies. For two decades, Zimbabwean univ...
Source
#1Ghazal ShamsH-Index: 3
Last. Raouf Ahmad Rather (Central University of Kashmir)H-Index: 15
view all 4 authors...
The present research aims to investigate the effects of service failure and complaint handling on customer satisfaction with complaint handling which consequently impacts overall satisfaction and brand credibility. To examine the objectives of the present research, the authors deployed a sample of 384 respondents in Persian banks within Iran. Structural equation modeling has been used to analyze the data. The findings suggest that the magnitude of service failure negatively effects customer sati...
6 CitationsSource
#1Ghazal Shams (IAU: Islamic Azad University)H-Index: 3
#2Mohsin Abdur Rehman (University of Bolton)H-Index: 4
Last. Eeva-Liisa Oikarinen (University of Oulu)H-Index: 7
view all 4 authors...
Customer’s adoption of mobile banking portrays tremendous growth in developing countries. However, it seems that there is a lack of studies about customer’s experiences and expectations on mobile banking services, and more research is needed considering generational differences between mobile banking customers in Iran. The purpose of this study is to explore the customer’s mobile banking experiences and expectations among generations X, Y, and Z in a developing country context, Iran. Twenty-seve...
3 CitationsSource
#2Ismah OsmanH-Index: 6
Last. Muhammad AwaisH-Index: 3
view all 5 authors...
Marketing investigations on the concomitant variables of both service quality and relationship marketing are very scarce. Hence, the purpose of this study is to examine the customers’ perception of the Takaful (Islamic insurance) in relation to service quality and relationship marketing. More importantly, the examination of the impact of both service quality and relationship marketing on corporate image is further established. Accordingly, corporate reputation and customer loyalty were further e...
Source
#2Muhammad KashifH-Index: 30
Last. Michela Mingione (University of Rome Tor Vergata)H-Index: 5
view all 3 authors...
The purpose of this study is to explore the extent to which MBA programmes offered by top European and Asian B-schools have a corporate social responsibility and sustainability (CSRS) orientation a...
2 CitationsSource
This study aims to investigate the relationship between institutional trust, dispositional trust and trust in takaful products with the mediating effect of service-provider expertise.,The data for this study were collected from 385 takaful policyholders from Lahore and Islamabad, Pakistan. The relationship is estimated with PLS-SEM using the bias-corrected bootstrapping method.,For paths 1 and 2, the results suggest a significant positive relationship between institutional trust, dispositional t...
2 CitationsSource
#2Sarminah SamadH-Index: 17
Last. Muhammad KashifH-Index: 30
view all 3 authors...
This study aims to explore how consumers gain identity from consumption of religious symbols in a Muslim, collectivist cultural context.,The authors interviewed 63 consumers, recruited by means of a purposive sampling technique. The interviews focused on exploration of Islamic services and religious symbols which were later categorized as high and low religious symbols and services.,The results reveal a typology of religious symbols and Islamic religious services as perceived by Muslim informant...
Source
Purpose The charitable organizations must understand the forces influencing donor behaviours. This issue has been debated rigorously among researchers belonging to Western societies; however, the exploration of donation experience among non-Western academics is limited. This study aims to discover the phenomenon of Zakat donation experience – an Islamic religious act of charity donation performed among Muslims to enhance our understanding of religious consumption practices in a Muslim country se...
9 CitationsSource
#1Muhammad KashifH-Index: 30
Last. Lina Pileliene (VMU: Vytautas Magnus University)H-Index: 4
view all 3 authors...
Purpose – There is a plethora of research which has dealt with service quality issues in various service organizations. But a few researchers have presented state of service quality from a cultural perspective, especially within an Asian cultural context. The purpose of this paper is to measure service quality of Pakistani Islamic banks through validating a culturally sensitive scale: PAKSERV. Furthermore, the path from service quality to customer loyalty has been presented through applying PAKS...
12 CitationsSource