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Customer satisfaction and service quality in Islamic banking

Author

Listed:
  • Asma Abdul Rehman

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.

Suggested Citation

  • Asma Abdul Rehman, 2012. "Customer satisfaction and service quality in Islamic banking," Qualitative Research in Financial Markets, Emerald Group Publishing Limited, vol. 4(2/3), pages 165-175, August.
  • Handle: RePEc:eme:qrfmpp:v:4:y:2012:i:2/3:p:165-175
    DOI: 10.1108/17554171211252501
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    Citations

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    Cited by:

    1. Serkan Dilek & Orhan Kucuk, 2017. "Customer Satisfaction in Participation Banks: A Research in Kastamonu," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 6(4), pages 22-33, July.
    2. Riaz, Umair & Burton, Bruce & Monk, Lissa, 2017. "Perceptions on Islamic banking in the UK—Potentialities for empowerment, challenges and the role of scholars," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 47(C), pages 39-60.
    3. Haron, Razali & Abdul Subar, Noradilah & Ibrahim, Khairunisah, 2020. "Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust," Islamic Economic Studies, The Islamic Research and Training Institute (IRTI), vol. 28, pages 3-23.

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