{"id":"https://openalex.org/W3012467101","doi":"https://doi.org/10.1108/jima-09-2019-0198","title":"The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia","display_name":"The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia","publication_year":2020,"publication_date":"2020-03-16","ids":{"openalex":"https://openalex.org/W3012467101","doi":"https://doi.org/10.1108/jima-09-2019-0198","mag":"3012467101"},"language":"en","primary_location":{"id":"doi:10.1108/jima-09-2019-0198","doi":"https://doi.org/10.1108/jima-09-2019-0198","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jima-09-2019-0198","pdf_url":null,"source":{"id":"https://openalex.org/S141552693","display_name":"Journal of Islamic marketing","issn_l":"1759-0833","issn":["1759-0833","1759-0841"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-b","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Islamic Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5002605858","display_name":"Bestoon Othman","orcid":"https://orcid.org/0000-0003-0071-0988","observed_orcids":["https://orcid.org/0000-0003-0071-0988"]},"institutions":[{"id":"https://openalex.org/I4210146391","display_name":"Nawroz University","ror":"https://ror.org/04gp75d48","country_code":"IQ","type":"education","lineage":["https://openalex.org/I4210146391"]},{"id":"https://openalex.org/I4405253865","display_name":"Erbil Polytechnic University","ror":"https://ror.org/015m6h915","country_code":"IQ","type":"education","lineage":["https://openalex.org/I4405253865"]}],"countries":["IQ"],"is_corresponding":false,"raw_author_name":"Bestoon Abdulmaged Othman","raw_affiliation_strings":["Department of Business Administration, Koya Technical Institute, Erbil Polytechnic University, Erbil, Iraq and Scientific Research and Development Center-Nawroz University-Kurdistan Regional, Iraq"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Koya Technical Institute, Erbil Polytechnic University, Erbil, Iraq and Scientific Research and Development Center-Nawroz University-Kurdistan Regional, Iraq","institution_ids":["https://openalex.org/I4210146391","https://openalex.org/I4405253865"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5052984794","display_name":"Amran Harun","orcid":"https://orcid.org/0000-0003-4956-8134","observed_orcids":["https://orcid.org/0000-0003-4956-8134"]},"institutions":[{"id":"https://openalex.org/I930072361","display_name":"Tun Hussein Onn University of Malaysia","ror":"https://ror.org/01c5wha71","country_code":"MY","type":"education","lineage":["https://openalex.org/I930072361"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Amran Harun","raw_affiliation_strings":["Faculty of Technology Management and Business, Universiti Tun Hussein Onn Malaysia, Batu Pahat, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Technology Management and Business, Universiti Tun Hussein Onn Malaysia, Batu Pahat, Malaysia","institution_ids":["https://openalex.org/I930072361"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Nuno Marques De Almeida","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405264366","display_name":"Universidade T\u00e9cnica de Lisboa","ror":"https://ror.org/01qc02b16","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103","https://openalex.org/I4405264366"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Nuno Marques De Almeida","raw_affiliation_strings":["Department of Civil Engineering, Architecture and Georesources, Technical University of Lisbon, Lisboa, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Civil Engineering, Architecture and Georesources, Technical University of Lisbon, Lisboa, Portugal","institution_ids":["https://openalex.org/I4405264366"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5053523122","display_name":"Zana Majed Sadq","orcid":"https://orcid.org/0000-0003-4083-2592","observed_orcids":["https://orcid.org/0000-0003-4083-2592"]},"institutions":[{"id":"https://openalex.org/I4896460","display_name":"Koya University","ror":"https://ror.org/017pq0w72","country_code":"IQ","type":"education","lineage":["https://openalex.org/I4896460"]}],"countries":["IQ"],"is_corresponding":false,"raw_author_name":"Zana Majed Sadq","raw_affiliation_strings":["Department of Management and Accounting, Faculty of Humanities and Social Science, Koya University, Koya, Kurdistan Region, F.R. Iraq and Department of Legal Administration, Collage of Business and Economics, Lebanese-French University, Kurdistan Region, F.R. Iraq"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management and Accounting, Faculty of Humanities and Social Science, Koya University, Koya, Kurdistan Region, F.R. Iraq and Department of Legal Administration, Collage of Business and Economics, Lebanese-French University, Kurdistan Region, F.R. Iraq","institution_ids":["https://openalex.org/I4896460"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":5,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":23.5006,"has_fulltext":false,"cited_by_count":127,"citation_normalized_percentile":{"value":0.99612787,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"12","issue":"2","first_page":"363","last_page":"388"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9746000170707703,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9746000170707703,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.014399999752640724,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12651","display_name":"Halal products and consumer behavior","score":0.004000000189989805,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/marketing-communication","display_name":"marketing communication","score":0.6460000276565552},{"id":"https://openalex.org/keywords/after-sales-service","display_name":"after-sales service","score":0.8479999899864197},{"id":"https://openalex.org/keywords/7p-marketing-mix","display_name":"7P marketing mix","score":0.7760000228881836},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9890000224113464},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/pilgrimage-tourism","display_name":"pilgrimage tourism","score":0.578000009059906},{"id":"https://openalex.org/keywords/malaysia","display_name":"Malaysia","score":0.47699999809265137}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7609289884567261},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6917479634284973},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6068555116653442},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.5381283760070801},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5213586091995239},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4493463933467865},{"id":"https://openalex.org/C98716237","wikidata":"https://www.wikidata.org/wiki/Q193959","display_name":"Marketing mix","level":2,"score":0.44555145502090454},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.44236406683921814},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.43127211928367615},{"id":"https://openalex.org/C2780795282","wikidata":"https://www.wikidata.org/wiki/Q1221094","display_name":"Services marketing","level":3,"score":0.4289688766002655},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3425438404083252},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.32793331146240234},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.30832791328430176}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/jima-09-2019-0198","doi":"https://doi.org/10.1108/jima-09-2019-0198","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jima-09-2019-0198","pdf_url":null,"source":{"id":"https://openalex.org/S141552693","display_name":"Journal of Islamic marketing","issn_l":"1759-0833","issn":["1759-0833","1759-0841"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-b","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Islamic Marketing","raw_type":"journal-article"},{"id":"pmh:oai:eprints.uthm.edu.my:6232","doi":null,"is_oa":false,"landing_page_url":"http://eprints.uthm.edu.my/6232/1/J11651_fc1acdf2ec7a2e94fd28cfc6f4e59a63.pdf","pdf_url":"http://eprints.uthm.edu.my/6232/1/J11651_fc1acdf2ec7a2e94fd28cfc6f4e59a63.pdf","source":{"id":"https://openalex.org/S4306400770","display_name":"UTHM Institutional Repository (Universiti Tun Hussein Onn Malaysia)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I930072361","host_organization_name":"Tun Hussein Onn University of Malaysia","host_organization_lineage":["https://openalex.org/I930072361"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":73,"referenced_works":["https://openalex.org/W792674455","https://openalex.org/W1482830382","https://openalex.org/W1510054294","https://openalex.org/W1557549876","https://openalex.org/W1922029571","https://openalex.org/W1971487816","https://openalex.org/W1986499634","https://openalex.org/W1995152001","https://openalex.org/W2022327249","https://openalex.org/W2038718381","https://openalex.org/W2044207688","https://openalex.org/W2044957424","https://openalex.org/W2055223848","https://openalex.org/W2055410913","https://openalex.org/W2058438353","https://openalex.org/W2059557380","https://openalex.org/W2068853334","https://openalex.org/W2071535931","https://openalex.org/W2078949455","https://openalex.org/W2091357860","https://openalex.org/W2096215152","https://openalex.org/W2096867408","https://openalex.org/W2101797299","https://openalex.org/W2108511736","https://openalex.org/W2119469410","https://openalex.org/W2130892515","https://openalex.org/W2140461508","https://openalex.org/W2140765837","https://openalex.org/W2143232967","https://openalex.org/W2146240446","https://openalex.org/W2156220368","https://openalex.org/W2157264014","https://openalex.org/W2161542532","https://openalex.org/W2165740683","https://openalex.org/W2169439237","https://openalex.org/W2174704678","https://openalex.org/W2183482652","https://openalex.org/W2186525916","https://openalex.org/W2186998200","https://openalex.org/W2225845465","https://openalex.org/W2276190810","https://openalex.org/W2280767710","https://openalex.org/W2299156670","https://openalex.org/W2326265502","https://openalex.org/W2335758754","https://openalex.org/W2339261900","https://openalex.org/W2399301970","https://openalex.org/W2466395019","https://openalex.org/W2473274160","https://openalex.org/W2508655508","https://openalex.org/W2509925800","https://openalex.org/W2597522707","https://openalex.org/W2604691571","https://openalex.org/W2615056420","https://openalex.org/W2618231166","https://openalex.org/W2620730470","https://openalex.org/W2736312742","https://openalex.org/W2767139878","https://openalex.org/W2771118829","https://openalex.org/W2773951133","https://openalex.org/W2802069312","https://openalex.org/W2802657181","https://openalex.org/W2922484484","https://openalex.org/W2943080518","https://openalex.org/W2945003751","https://openalex.org/W2953035069","https://openalex.org/W2972504176","https://openalex.org/W2993022204","https://openalex.org/W3004187334","https://openalex.org/W3016950963","https://openalex.org/W3123259071","https://openalex.org/W4255250305","https://openalex.org/W6967330651"],"related_works":["https://openalex.org/W3191052004","https://openalex.org/W2922484484","https://openalex.org/W7065457450","https://openalex.org/W3189037837","https://openalex.org/W7217730573","https://openalex.org/W4392407159","https://openalex.org/W3201035342","https://openalex.org/W2288744259","https://openalex.org/W7030272004","https://openalex.org/W4362600739"],"abstract_inverted_index":{"Purpose":[0],"With":[1],"growing":[2],"mobility":[3],"in":[4,49,86,96,176,184,255],"a":[5,46,144,186],"globalized":[6],"world":[7],"and":[8,35,73,80,125,156,171,220,234,249],"an":[9,222],"estimate":[10],"of":[11,60,116,162,206,212,242],"more":[12],"than":[13],"300":[14],"million":[15],"people":[16],"going":[17],"on":[18,28,77,148,194,246],"religious":[19,39],"pilgrimages":[20],"every":[21],"year,":[22],"various":[23],"researchers":[24],"have":[25],"been":[26],"focusing":[27],"pilgrimage-driven":[29],"travel":[30,84,167,196,253],"services.":[31],"In":[32,52],"this":[33,50,54,123,213,218],"context":[34],"within":[36],"the":[37,41,58,126,131,140,165,173,200,240],"Islamic":[38],"tradition,":[40],"\u201cUmrah\u201d":[42],"is":[43,208,215],"used":[44,99,108],"as":[45],"case":[47],"study":[48,55,124,159],"paper.":[51],"addition,":[53],"also":[56],"investigated":[57],"effects":[59,241],"Umrah":[61,83,104,109,166,195,244,252],"SMM":[62,245],"(promotion,":[63],"place,":[64],"people,":[65],"product,":[66],"price,":[67],"process,":[68],"physical":[69],"evidence,":[70],"marketing":[71,141,179,203,225,232],"communication":[72,233],"after":[74,235],"sale":[75],"service)":[76],"customer":[78,149,152,247],"satisfaction":[79,153,248],"loyalty":[81,150,250],"toward":[82],"agents":[85,254],"\u201cMalaysia.\u201d":[87],"Design/methodology/approach":[88],"Convenience":[89],"sampling":[90],"technique":[91],"at":[92,111],"four":[93],"international":[94],"airports":[95],"\u201cMalaysia\u201d":[97],"was":[98],"to":[100,164,216],"obtain":[101],"data":[102,127],"from":[103,122],"travelers":[105],"who":[106],"had":[107],"services":[110,197],"least":[112,133],"once.":[113],"A":[114],"total":[115],"384":[117],"usable":[118],"questionnaires":[119],"were":[120,128],"collected":[121],"analyzed":[129],"using":[130],"partial":[132],"square.":[134],"Findings":[135],"The":[136,192,210],"result":[137],"indicated":[138],"that":[139,199],"mix":[142,180,204,226],"has":[143],"significant":[145],"positive":[146],"effect":[147],"through":[151],"both":[154],"directly":[155],"indirectly.":[157],"This":[158],"will":[160],"be":[161],"interest":[163],"industry,":[168],"for":[169,228],"Malaysia":[170],"all":[172],"other":[174],"countries,":[175],"understanding":[177],"how":[178],"strategies":[181],"are":[182],"essential":[183],"maintaining":[185],"long-term":[187],"relationship":[188],"with":[189],"customers.":[190],"Originality/value":[191],"literature":[193],"revealed":[198],"traditional":[201],"service":[202,224],"(SMM)":[205],"7P\u2019s":[207],"inadequate.":[209],"purpose":[211],"paper":[214],"address":[217],"gap":[219],"examine":[221],"innovative":[223],"strategy":[227],"\u201cUmrah":[229],"Service\u201d":[230],"including":[231],"sales":[236],"service.":[237],"It":[238],"investigates":[239],"enhanced":[243],"towards":[251],"\u201cMalaysia\u201d.":[256]},"counts_by_year":[{"year":2026,"cited_by_count":6},{"year":2025,"cited_by_count":11},{"year":2024,"cited_by_count":23},{"year":2023,"cited_by_count":33},{"year":2022,"cited_by_count":25},{"year":2021,"cited_by_count":17},{"year":2020,"cited_by_count":12}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2020-03-23T00:00:00"}