Akhtar, Muhammad Naeem and Hunjra, Ahmed Imran and Akbar, Syed Waqar and Rehman, Kashif-Ur- and Niazi, Ghulam Shabbir Khan (2010): Relationship between customer satisfaction and service quality of islamic banks. Published in: World Applied Sciences Journal , Vol. 13, No. 3 (2011): pp. 453-459.
Download (46kB) | Preview
This study highlights the level of customer awareness about Islamic banks and determines the relationship between service quality and customer satisfaction with respect to Islamic banks. The survey based approach is used to collect the necessary data. 167 questionnaires were processed for the study. SPSS was used to analyze the data and the model was tested through AMOS. The study finds that there is a positive and significant relationship between customer satisfaction and constructs of service quality like compliance, assurance, empathy and representativeness. This study further concludes that compliance and representativeness influence more on customer satisfaction in Pakistani Islamic banks.
|Item Type:||MPRA Paper|
|Original Title:||Relationship between customer satisfaction and service quality of islamic banks|
|Keywords:||service quality, customer awareness, customer satisfaction, significant relationship|
|Subjects:||G - Financial Economics > G2 - Financial Institutions and Services > G21 - Banks; Depository Institutions; Micro Finance Institutions; Mortgages|
|Depositing User:||Ahmed Imran Hunjra|
|Date Deposited:||15. Aug 2012 01:08|
|Last Modified:||11. Feb 2013 17:09|
Iqbal, M. and P. Molyneux, 2005. Thirty Years of Islamic Banking: History, Performance and Prospects, Palgrave Macmillan. New York, NY.
Henry, C.M. and R. Wilson, 2004. The Politics of Islamic Finance Edinburgh University Press Edinburgh.
Iqbal, Z. and A. Mirakhor, 2007. An Introduction to Islamic Finance: Theory and Practice, John Willey and Sons Ltd. Chichester.
Parasuraman, A., V. A. Zeithaml, and L.L. Berry, 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49:41-50.
Zeithmal, V.A., A. Parasuraman, and L.L. Berry, 1990. Delivering Service Quality, Free Press, New York, NY.
Newman, K. and A. Cowling, 1996. Service Quality in Retail Banking: The experience of Two British Clearing Banks. International Journal of Bank Marketing, 49: 41-50.
Metawa, S.A., and M. Almossavi, 1998. Banking behavior of Islamic bank customers: Perspectives and implication. International Journal of bank marketing, 6(7): 299-313.
Levesque, T., and G. H.G. McDougall, 1996. Determinants of Customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7): 12-20.
Gerrard, P., and J.B. Cunningham, 1997. Islamic Banking: A study in Singapore. International Journal of Bank Marketing, 15(6): 204-216.
Jamal, A., and K. Naser, 2002. Customer satisfaction and retail banking: An assessment of some key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4): 146-160.
Solomon, M., 1996. Consumer Behavior, 2nd ed. Allyn &Bacon, Boston, MA, p.346.
Wells, W., and D. Prensky, 1996. Consumer Behavior, John Willey & Sons, New York, NY, p. 411.
Dispensa, G., 1997. Use logistic regression with customer satisfaction data. Marketing News. January 6, p.13.
Gulledge, L., 1996. Satisfaction measurement is more than doing surveys”, Marketing News, 30(22), October 22, p.8.
Yavas U., Z. Bilgin, and D. J. Shemwell, 1997. Service Quality in the Banking Sector in an Emerging Economy: A Consumer Survey. International Journal of Bank Marketing, 15(6): 217-223.
Bahia K., and J. Nantel, 2000. A Reliable and Valid Measurement Scale for the Perceived Service Quality of Banks. International Journal of Bank Marketing, 18(2): 84-91.
Duncan E., and G. Elliot, 2002. Customer Service Quality and Financial Performance among Australian Retail Financial Institutions. Journal of Financial Services Marketing, 7(1): 25-41.
Arasli H., S. Mehtap-Smadi, and S. T. Katircioglu, 2005. Customer Service Quality in the Greek Cypriot Banking Industry. Managing Service Quality. 15(1): 41-576.
Cronin, J., 2003. Looking back to see forward in services marketing: some ideas to consider. Managing Service Quality, 13(5): 332-337.
Rust et al. 2001. E-service and customer. International Journal of Electronic Commerce, 5: 83-99.
Zeithaml, et al. 2000. A conceptual framework for understanding e-service quality: implications for future research and managerial practice, MSI Working Paper Series No 00-115, Cambridge, MA, pp. 1-49.
Al-Hawari, M., and T. Ward, 2006. The effect of automated service quality on Australian banks’ financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2): 127-47.
Ombati, T. O., P. O. Magutu, S., O. Nyamwange, and R., B. Nyaoga, 2010. Technology And Service Quality in the Banking Industry Importance and Performance of Various Factors Considered In the Electronic Banking Services. African Journal of Business Management, 1: 151-164.
Sudin, H., N. Wan, and S. Sharil, 2004. Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks: A Case Study in Bank Islam Malaysia Berhad. Proceedings of National Seminar in Islamic Banking and Finance, Putrajaya, Kuala Lumpur, 2-3 March, pp. 91-102.
Izah, M. T., and Z. W. I. Wan, 2005. Service Quality in the Financial Services Industry in Malaysia: The Case of Islamic Banks and Insurance. International Review of Business Research Papers, 1(2): 10-21.
Roth, A.V., and M. Van der Velde, 1991. The Retail Technology Advantage," Bank Management, 14-19.
Bennet, R. 1992. The Customer-Driven Competitive Edge, Bank Marketing, 50-51.
Berry, L.L., V.A. Zeithmal, and A. Parasuraman, 1990. Five Imperatives for improving service quality. Sloan Management Review, Summer, 9-38.
Naser, K., A. Jamal, and K. Al-Khatib, 1999. Islamic banking: a study of customer satisfaction and preferences in Jordan. International Journal of Bank Marketing, 17(3): 135-150.
Tabachnick, B. G., and L.S. Fidell, 2007. Using multivariate Statistic, 5th Editions. Pearson Education Center.
Bentler, P. M., and D. G. Bonett, 1987. This week’s citation classic. Current contents, Social and Behavioral Sciences, 19, 16.
Joreskog. K. G., and D. Sorbom, 1993. LISREL 8: Structural equation modeling with the SIMPLIS command language. Chicago: Scientific Software International.