Customer satisfaction and service quality in Islamic banking

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62 citations0/0 files storedQualitative Research in Financial Markets

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Islamic Finance and Banking Studies Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

Purpose The purpose of this paper is to investigate the relationship between customer satisfaction and six dimensions of service quality (CARTER model) in Islamic banks of Pakistan, the UK and UAE. Design/methodology/approach This study uses a sample of 225 customers of Islamic banks; 75 responses have been taken from each country. Structured questionnaire technique has been used to collect data. Findings The paper's findings reveal that Pakistani and UK Islamic banking customers consider assurance, reliability and empathy as significant factors for customer satisfaction, whereas UAE customers consider assurance and tangible as significant dimensions of satisfaction. Research limitations/implications The study's limitation relates to the sample size of the respondents. Practical implications This study is significantly important for the academic point of view, as well as for the practitioners, managers and policy makers to find out the pattern of customer satisfaction in terms of service quality for Islamic banks. Originality/value The current study is of particular value because it is a comparative study of customer satisfaction and service quality dimensions (CARTER model) of Islamic banks in Pakistan, UK, and UAE.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Measuring Service Quality: A Reexamination and Extension 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

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2019A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan 2020The effects of CARTER model on attitudinal loyalty in Islamic banks 2021Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction 2017Towards developing service quality index for zakat institutions

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