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606 Nur Fazira & Dr Adaviah (2022)
Ozkan, P., S € uer, S., Keser, € _ I.K. and Kocakoç, _ I.D. (2019), “The effect of service quality and customer satisfaction on customer
loyalty: the mediation of perceived value of services, corporate image, and corporate reputation”, International Journal of Bank
Marketing, Vol. 38 No. 2, pp. 384-405.

Pakurar, M., Haddad, H., Nagy, J., Popp, J. and Olah, J. (2019), “The service quality dimensions that affect customer satisfaction in the
Jordanian banking sector”, Sustainability, Vol. 11 No. 4, pp. 1-24.

Peng, L.S. and Moghavvemi, S. (2015), “The dimension of service quality and its impact on customer satisfaction, trust, and loyalty: a
case of Malaysian banks”, Asian Journal of Business and Accounting, Vol. 8 No. 2, pp. 91-122.

Pooya, A., Abed Khorasani, M. and Gholamian Ghouzhdi, S. (2020), “Investigating the effect of perceived quality of self-service banking
on customer satisfaction”, International Journal of Islamic and Middle Eastern Finance and Management, Vol. 13 No. 2, pp.
263-280.

Raza, S.A., Umer, A., Qureshi, M.A. and Dahri, A.S. (2020), “Internet banking service quality, ecustomer satisfaction and loyalty: the
modified e-SERVQUAL model”, The TQM Journal, Vol. 32 No. 6, pp. 1443-1466, doi: 10.1108/TQM-02-2020-0019.

Shayestehfar, R. and Yazdani, B. (2019), “Bank service quality: a comparison of service quality between BSI branches in Isfahan and
Dubai”, The TQM Journal, Vol. 31 No. 1, pp. 28-51.

The Straits Times. (21 Mar 2020). Coronavirus: Malaysia to deploy troops to ensure stay home order followed as death toll rises. Retrieved
from: https://www.straitstimes.com/asia/se-asia/coronavirus-malaysia-gets-tough-on-stayhome-order-with-troops- set-to-be-
deployed-as

Yalley, A.A. and Agyapong, G.K. (2017), “Measuring service quality in Ghana: a cross vergence cultural perspective”, Journal of
Financial Services Marketing, Vol. 22 No. 2, pp. 43-53.

Yarimoglu, E.K. (2014), “A review on dimensions of service quality models”, Journal of Marketing Management, Vol. 2 No. 2, pp. 79-
93.

Yilmaz, V., Ari, E. and Gurb € uz, H. (2018), € “Investigating the relationship between service quality dimensions, customer satisfaction
and loyalty in Turkish banking sector: an application of structural equation model”, International Journal of Bank Marketing,
Vol. 36 No. 3, pp. 423-440.

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