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Determinants of customer satisfaction in Islamic banking: evidence from Iran

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  • Mehrdad Estiri
  • Farshid Hosseini
  • Hamidreza Yazdani
  • Hooman Javidan Nejad
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    Abstract

    Purpose – The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran. Design/methodology/approach – The authors perform a review of the set of attributes which are capable of being incorporated in the measure of customer satisfaction for Islamic banks. Later, the possibility is posed of grouping these attributes into dimensions of quality, proceeding to value various alternative structures by means of confirmatory factor analysis methodology and testing their reliability and validity. Findings – The findings from this study reveal that service quality in Iranian banking adopting the commercial format of Islamic services has a two-factor structure: Value proposition quality and Service delivery quality. Originality/value – The paper contributes to the literature on Islamic Banking in a Middle Eastern economy.

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    Bibliographic Info

    Article provided by Emerald Group Publishing in its journal International Journal of Islamic and Middle Eastern Finance and Management.

    Volume (Year): 4 (2011)
    Issue (Month): 4 (November)
    Pages: 295-307

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    Handle: RePEc:eme:imefpp:v:4:y:2011:i:4:p:295-307

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    Related research

    Keywords: Banking; Customer satisfaction; Customer services quality; Iran; Islam; Islamic banking; Middle East; Service delivery quality; Value proposition quality;

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