IDEAS home Printed from https://ideas.repec.org/a/pal/jofsma/v22y2017i2d10.1057_s41264-017-0025-6.html
   My bibliography  Save this article

The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account

Author

Listed:
  • Najat Abdullrahim

    (Bournemouth University)

  • Julie Robson

    (Bournemouth University)

Abstract

Using an extended SERVQUAL model, this study identifies and compares the importance of service quality to Muslim consumers with an Islamic or non-Islamic bank account in a non-Muslim country, Britain. Eight group discussions and a survey of 300 Muslims were conducted. Five dimensions of service quality were identified, i.e. responsiveness, credibility, Islamic tangibles, accessibility and reputation. These differ in structure and content from the original SERVQUAL developed in a western context and the subsequent CARTER model constructed in a Muslim country. In addition, significant differences were found in the importance of items between Islamic bank account and non-Islamic bank account holders. This study is one of the first to identify and compare the importance of service quality between Islamic and non-Islamic bank account holders in a western non-Muslim country. The results advance our understanding of the impact of culture on SERVQUAL. The study provides insight into Muslims’ bank choice and helps bank managers of both Islamic and non-Islamic banks to focus their attention on the service quality dimensions that matter most to Muslim customers.

Suggested Citation

  • Najat Abdullrahim & Julie Robson, 2017. "The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(2), pages 54-63, June.
    • Handle: RePEc:pal:jofsma:v:22:y:2017:i:2:d:10.1057_s41264-017-0025-6
    DOI: 10.1057/s41264-017-0025-6
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41264-017-0025-6
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41264-017-0025-6?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    2. Jasim Al‐Ajmi & Hameeda Abo Hussain & Nadhem Al‐Saleh, 2009. "Clients of conventional and Islamic banks in Bahrain," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 36(11), pages 1086-1112, September.
    3. Alsadek Gait & Andrew Worthington, 2008. "An empirical survey of individual consumer, business firm and financial institution attitudes towards Islamic methods of finance," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 35(11), pages 783-808, September.
    4. Javalgi, Rajshekhar G. & Armacost, Robert L. & Hosseini, Jamshid C., 1989. "Using the analytic hierarchy process for bank management: Analysis of consumer bank selection decisions," Journal of Business Research, Elsevier, vol. 19(1), pages 33-49, August.
    5. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Intekhab Alam & Pouya Seifzadeh, 2020. "Marketing Islamic Financial Services: A Review, Critique, and Agenda for Future Research," JRFM, MDPI, vol. 13(1), pages 1-19, January.
    2. Tanveer Ahmed & Sarkar Kabir & Aqsa Aziz & Yahaya Alhassan, 2023. "Islamic Home Finance in the UK: A Partial Least Square Structural Equation Modelling Approach," Sustainability, MDPI, vol. 15(5), pages 1-24, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Amina Hachimi & M. My Abdelouhab Salahddine, 2019. "The Acceptability of Participatory Banking Products by SMES: A Conceptual Framework," International Journal of Economics and Financial Issues, Econjournals, vol. 9(4), pages 259-266.
    2. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    3. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    4. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
    5. Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    6. Imronudin & Javed Ghulam Hussain, 2016. "Why Do Bank Finance Clients Prefer Mark-up to Profit Loss Sharing Principles? Evidence from Islamic Rural Banks and Small to Medium Enterprises in Indonesia," International Journal of Economics and Financial Issues, Econjournals, vol. 6(4), pages 1407-1412.
    7. repec:dgr:rugsom:04f04 is not listed on IDEAS
    8. Miroslav Kneževic & Slobodan Cerovic & Vladimir Džamic & Tijana Radojevic, 2017. "Total Quality Management Implementation and Guest Satisfaction in Hospitality," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 124-124, February.
    9. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    10. Haidery, Jamshed & Mandozai, Sayed Wali Shah & Amin, Hafizullahmeen, 2021. "Investigating Structural Relationship Between Service Quality, Satisfaction and Loyalty in Banking Sector of Afghanistan," OSF Preprints ew7f4, Center for Open Science.
    11. Moslehpour, Massoud & Lin, Yi Hsin & Nguyen, Thi Le Huyen, 2017. "Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction," MPRA Paper 81635, University Library of Munich, Germany.
    12. Scott E. Sampson, 2008. "OR PRACTICE---Optimization of Vacation Timeshare Scheduling," Operations Research, INFORMS, vol. 56(5), pages 1079-1088, October.
    13. Maria Abdul Rahman* & Yusniza Kamarulzaman, 2018. "The Mediating Effect of Satisfaction on Customer Loyalty in Oursourcing Relationships and its Determinants," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 1062-1074:6.
    14. Muhammad Shahnawaz Adil, Kamal bin Ab Hamid, 2017. "Impact of Individual Feelings of Energy on Creative Work Involvement: A Mediating Role of Leader-Member Exchange," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 4(1), pages 82-105, March.
    15. Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.
    16. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
    17. Anita Ciunova-Shuleska & Nikolina Palamidovska & Marija Grishin, 2013. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(1), pages 21-36.
    18. Juan Carlos Martín & Carmen Orden-Cruz & Slimane Zergane, 2020. "Islamic Finance and Halal Tourism: An Unexplored Bridge for Smart Specialization," Sustainability, MDPI, vol. 12(14), pages 1-15, July.
    19. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    20. Hazwati Hashim & Noor Mashitah Rusli & Nur Hazimah Nor Hashim & Adam Chong Chin Hua, 2015. "The Readiness of ESL Teachers in Implementation of School-Based Assessment in Malaysian Secondary Schools," Studies in Social Sciences and Humanities, Research Academy of Social Sciences, vol. 3(5), pages 280-294.
    21. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Andrei Estefanio & Ayen Sienna Tan & Jedrek Charles Videña & Renz Albert Villanueva & Thanatorn Chuenyindee & Kriengkrai Thana & Satria Fadil Persada & Reny , 2023. "Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System," Sustainability, MDPI, vol. 15(2), pages 1-18, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jofsma:v:22:y:2017:i:2:d:10.1057_s41264-017-0025-6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.