Customer satisfaction and its measurement in Islamic banking sector: a revisit and update

Abstract

Purpose The purpose of this study is to answer the following questions: How to measure customer satisfaction from the provisioning service of both: Islamic and Conventional banks? Can we trust one tool to measure such satisfaction or both banks are different identities and there is a need for separate measurement tool? What is the relationship between banks operating style (Islamic or Conventional) and bank performance? Design/methodology/approach A cross-sectional survey design was conducted to analyze a sample of customers. A total of 480 Jordanian participants were included in the study. Findings The results of confirmatory factor analysis show that the most important drivers of customer satisfaction are Sharia’ compliance, complaints, pricing and convenience, whereas the least important drivers are e-banking, the perception of employees, enjoyment and tangibles. Also, the result of the multi-group analysis shows that the significant impacts of all drivers on customer satisfaction differ from Islamic banks to Conventional banks except for the enjoyment. The significant effects of customer satisfaction on bank performance also differ from Islamic to Conventional banks. Research limitations/implications The result is limited to the selected sample, and hence, future research in other countries should contribute to a better understanding of the impact of customer satisfaction relationship on bank success or performance. Practical implications This study provides a useful information for bank managers on the main driver of customer satisfaction and performance. Originality/value This study is intended to add to the existing literature in three ways: There is a lack of studies on the main drivers of customer satisfaction, especially those based on a consumer’s decision-making process in Arabic countries like Jordan. This study broadens the scope by testing the proposed model using data from a sample of consumers in Jordan. This study serves to propose and validate the drivers that influence customer satisfaction and bank performance and elucidate the manner of their influence, to help with the development of more effective business strategies.

Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

“…Due to the cost-savings associated with maintaining current customers against spending heavily on new ones, Islamic banks have been forced to re-evaluate their current business practices. This position suggests that Islamic banks will need to develop products and services that will satisfy a highly diverse customer base to remain competitive in a global environment (Anouze et al, 2019). These observations give rise to the following research questions:…”

“…• A limited number of studies have been conducted to examine the relationship between different service quality dimensions and self-reported loyalty intentions, particularly those based consumer's decision-making process in emerging countries such as Jordan (Anouze et al, 2019).…”

Gaussian-Based Soft Computing Approach to Alternative Banking System for Sustainable Financial Sector

“…According to the results of the analysis, it is determined that the compliance of banks' transactions with the ethical priorities will increase their confidence in the market. Hassan et al [27] and Anouze et al [28] stated that this situation would be perceived as positive by people in case of strict regulations. On the contrary, Hashim et al [29] and Belwal and Al Maqbali [30] also stated that the quality of regulations is also important for the customer preference.…”

“…e details of criteria.CriteriaReferences Variety of products/services (criterion 1)Mohd Yusoff and Oseni[11]; Possumah et al[21]; Ezeh and Nkamnebe[22] Effectiveness of management (criterion 2)Asad et al[26]; Hassan et al[27]; Anouze et al[28] Qualified employee (criterion 3)Akhtar et al[14]; Abbas et al[33]; Shah et al[34] …”

Ứng dụng mô hình cấu trúc tuyến tính phân tích các yếu tố ảnh hưởng đến sự hài lòng khách hàng tại các ngân hàng thương mại tỉnh QUẢNG NAM

“…Do đó, nếu doanh nghiệp có thể khiến khách hàng cảm thấy tin tưởng và hài lòng khi sử dụng sản phẩm thì đây chính là điều kiện cần thiết để doanh nghiệp nâng cao lợi nhuận và phát triển bền vững. Anouze (2019) thì cho rằng: "Sự hài lòng là trạng thái cảm giác của một người sau khi tiêu dùng sản phẩm và dịch vụ". Còn theo Sayani (2015) thì cho rằng sự hài lòng của khách hàng là việc so sánh giữa việc mong muốn của người tiêu dùng với cảm giác thực nhận sau khi tiêu dùng.…”