Purpose - This paper aims to report the development of an Islamic
service quality scale that is derived from the literature, verbal
protocol method interviews, and survey. Design/methodology/approach -
Verbal protocol interviews were conducted with 24 men and 12 women from
Indonesia. A pilot testing of the questionnaire was conducted with four
Indonesian students. The items were further refined and pilot tested
with six Indonesian students. Exploratory factor analysis and
reliability analysis (n=200) and confirmatory factor analysis (n=607)
were used to examine the factor structure and reliability of the scale.
Findings - The results indicate a robust measure of Islamic service
quality: general Islamic values, Halal/Haram, attention to Islamic
religious activities, honesty, modesty, and humaneness and
trustworthiness. Future researchers can apply the Islamic service
quality measure to Muslim consumers in other countries. Successful
service providers need to be cognizant of the intrinsic roles played by
Islamic values and practices among the Muslim consumers. Research
limitations/implications - Major limitations include the recall ability
of consumers during the verbal protocol method of interviewing,
potential blending of Islamic values and Javanese culture, and the
extent of separation of state and religion. Future researchers can apply
the Islamic service quality measure to Muslim consumers in other
countries. Practical implications - Successful service providers need to
be cognizant of the intrinsic roles played by Islamic values and
practices among the Muslim consumers. Originality/value - This paper
contributes to the extant literature on Islamic marketing by developing a
unique measure of service quality that is pertinent to Muslim
consumers.