IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/40661.html
   My bibliography  Save this paper

Relationship between customer satisfaction and service quality of islamic banks

Author

Listed:
  • Akhtar, Muhammad Naeem
  • Hunjra, Ahmed Imran
  • Akbar, Syed Waqar
  • Rehman, Kashif-Ur-
  • Niazi, Ghulam Shabbir Khan

Abstract

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.

Suggested Citation

  • Akhtar, Muhammad Naeem & Hunjra, Ahmed Imran & Akbar, Syed Waqar & Rehman, Kashif-Ur- & Niazi, Ghulam Shabbir Khan, 2010. "Relationship between customer satisfaction and service quality of islamic banks," MPRA Paper 40661, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:40661
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/40661/1/MPRA_paper_40661.pdf
    File Function: original version
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Munawar Iqbal & Philip Molyneux, 2005. "Thirty Years of Islamic Banking," Palgrave Macmillan Studies in Banking and Financial Institutions, Palgrave Macmillan, number 978-0-230-50322-9, September.
    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. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    2. 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.
    3. Bestoon Othman & Amran Bin Harun, 2021. "The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 553-618, August.
    4. Ahmad Ali Jan & Muhammad Tahir & Fong-Woon Lai & Amin Jan & Mehreen Mehreen & Salaheldin Hamad, 2019. "Bankruptcy Profile of the Islamic Banking Industry: Evidence from Pakistan," Business Management and Strategy, Macrothink Institute, vol. 10(2), pages 265-284, December.
    5. Bestoon Othman & Amran Bin Harun, 2021. "The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 492-546, August.
    6. Ghazi Zouari & Marwa Abdelhedi, 2021. "Customer satisfaction in the digital era: evidence from Islamic banking," Journal of Innovation and Entrepreneurship, Springer, vol. 10(1), pages 1-18, December.
    7. Abdullah Zubair & Hamid Hasan, 2020. "Exploring Service Quality in Islamic Banking Industry of Afghanistan: An Analysis of Customer Satisfaction," iRASD Journal of Economics, International Research Alliance for Sustainable Development (iRASD), vol. 2(2), pages 73-97, December.
    8. Yuli Agustina & Agung Winarno & Bagus Shandy Narmaditya, 2021. "Village-Owned Enterprises and Rural Community Welfare: A Lesson from Malang of Indonesia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 547-552, August.

    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. Eddy Yusof, Ezry Fahmy & Kashoogie, Jhordy & Anwar Kamal, Asim, 2009. "Islamic Finance: Debt versus Equity Financing in the Light of Maqasid al-Shari'ah," MPRA Paper 20722, University Library of Munich, Germany.
    2. Muhamad Muda & Amir Shaharuddin & Abdelhakim Embaya, 2013. "Comparative Analysis of Profitability Determinants of Domestic and Foreign Islamic Banks in Malaysia," International Journal of Economics and Financial Issues, Econjournals, vol. 3(3), pages 559-569.
    3. imen ABDENNADHER & Karim TRABELSI & Tarek ABDELLATIF, 2017. "Les influences des déterminants de la qualité relationnelle des banques islamiques sur l’engagement de leurs clients," Journal of Academic Finance, RED research unit, university of Gabes, Tunisia, vol. 8(1), June.
    4. Sakarya, Burchan, 2016. "Financial Stability of Islamic (Participation) Banks in Turkey," MPRA Paper 69451, University Library of Munich, Germany.
    5. Pejman Abedifar & Shahid M. Ebrahim & Philip Molyneux & Amine Tarazi, 2015. "Islamic Banking And Finance: Recent Empirical Literature And Directions For Future Research," Journal of Economic Surveys, Wiley Blackwell, vol. 29(4), pages 637-670, September.
    6. Shifa Mohd Nor & Ruzita Abdul Rahim & Zizah Che Senik, 2016. "The potentials of internalising social banking among the Malaysian Islamic banks," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 18(2), pages 347-372, April.
    7. Andrew C. Worthington & Alsadek H. Gait, 2009. "Libyan Business Firm Attitudes towards Islamic Methods in Finance," Discussion Papers in Finance finance:200910, Griffith University, Department of Accounting, Finance and Economics.
    8. Hamidi, M. Luthfi & Worthington, Andrew C., 2018. "Islamic Social Banking: The Way Forward," Jurnal Ekonomi Malaysia, Faculty of Economics and Business, Universiti Kebangsaan Malaysia, vol. 52(1), pages 179-190.
    9. Bader, Mohammed Khaled I. & Mohamad, Shamsher & Ariff, Mohamed & Hassan, Taufiq, 2008. "Cost, Revenue, And Profit Efficiency Of Islamic Versus Conventional Banks: International Evidence Using Data Envelopment Analysis," Islamic Economic Studies, The Islamic Research and Training Institute (IRTI), vol. 15, pages 24-76.
    10. Mr. Enrique A Gelbard & Mr. Mumtaz Hussain & Mr. Rodolfo Maino & Mr. Yibin Mu & Mr. Etienne B Yehoue, 2014. "Islamic Finance in Sub-Saharan Africa: Status and Prospects," IMF Working Papers 2014/149, International Monetary Fund.
    11. Lee, Tung-Hao & Chih, Shu-Hwa, 2013. "Does financial regulation affect the profit efficiency and risk of banks? Evidence from China's commercial banks," The North American Journal of Economics and Finance, Elsevier, vol. 26(C), pages 705-724.
    12. repec:ipg:wpaper:2014-413 is not listed on IDEAS
    13. Duqi, Andi & Jaafar, Aziz & Warsame, Mohammed H., 2020. "Payout policy and ownership structure: The case of Islamic and conventional banks," The British Accounting Review, Elsevier, vol. 52(1).
    14. Bhagwan Jagwani, 2012. "Efficiency Measurement in the Indian Banking Industry: An Application of Data Envelopment Analysis," Vision, , vol. 16(4), pages 315-331, December.
    15. Phil Molyneux, 2010. "Jinnah, Islamic Banking and the New Financial Architecture," Working Papers 10003, Bangor Business School, Prifysgol Bangor University (Cymru / Wales).
    16. Zulkhibri Abdul Majid , Muhamed & Ghazal , Reza, 2012. "Comparative Analysis of Islamic Banking Supervision and Regulation Development," Journal of Money and Economy, Monetary and Banking Research Institute, Central Bank of the Islamic Republic of Iran, vol. 6(3), pages 113-162, April.
    17. Hakeem, Muhammad Mohsin, 2019. "Innovative solutions to tap “Micro, Small and Medium Enterprises” (MSME) market A way forward for Islamic banks," Islamic Economic Studies, The Islamic Research and Training Institute (IRTI), vol. 27, pages 38-52.
    18. Pitluck, Aaron Z., 2008. "Moral Behavior in Stock Markets: Islamic finance and socially responsible investment," MPRA Paper 9477, University Library of Munich, Germany.
    19. Arman Mergaliyev & Mehmet Asutay & Alija Avdukic & Yusuf Karbhari, 2021. "Higher Ethical Objective (Maqasid al-Shari’ah) Augmented Framework for Islamic Banks: Assessing Ethical Performance and Exploring Its Determinants," Journal of Business Ethics, Springer, vol. 170(4), pages 797-834, May.
    20. Wahida Ahmad & David Prentice, 2023. "How Large Are Productivity Differences Between Islamic And Conventional Banks?," The Singapore Economic Review (SER), World Scientific Publishing Co. Pte. Ltd., vol. 68(05), pages 1651-1670, September.
    21. Alandejani, Maha & Kutan, Ali M. & Samargandi, Nahla, 2017. "Do Islamic banks fail more than conventional banks?," Journal of International Financial Markets, Institutions and Money, Elsevier, vol. 50(C), pages 135-155.

    More about this item

    Keywords

    service quality; customer awareness; customer satisfaction; significant relationship;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

    Statistics

    Access and download statistics

    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:pra:mprapa:40661. 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: Joachim Winter (email available below). General contact details of provider: https://edirc.repec.org/data/vfmunde.html .

    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.