Customer satisfaction and service quality in Islamic banking

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -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.

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

“…Oly n.d. ubisi and Kok Wah (2005) recommend that personnel commitment to provide quality services, skilful handling of complaints, and efficient delivery of services resulted in long-term satisfied customers. Although Rehman (2012) found an insignificant relationship between the responsiveness dimension and customer satisfaction in Islamic banks in UAE, other empirical researches (e.g., Badara et al, 2013;Shaikh & Siddiqui, 2018), reported a positive relationship between responsiveness and customer loyalty, on the contrary. The following hypothesis is offered in Jordanian Islamic banks: H4: Responsiveness has a positive correlation with self-reported loyalty intentions.…”

“…McDougall and Levesque (1994) claimed that the major strategic focus should be "getting it right the first time", to ensure the performance segment is completely satisfied and remains loyal. Although some studies (e.g., Kashif et al, 2015;Rehman, 2012), found that reliability had an insignificant influence on customer satisfaction and customer loyalty, other empirical researches (e.g., Kheng et al, 2010;Shaikh & Siddiqui, 2018) reported a positive relationship between reliability and customer loyalty. The following hypothesis is offered in Jordanian Islamic banks: H3: Reliability has a positive correlation with self-reported loyalty intentions.…”

Factors Influencing Customers Loyalty Towards Islamic Banking: A Case Study in Gombak, Selangor

“…Service quality as mentioned by Parasuraman & Zeithaml, (2005) is the ideal outcome of a comparison made by a customer between the expectations of a service and the perception of the performance of the service received. Nowadays, service quality for Islamic banking is important because the bank is growing worldwide by offering many product and service to compete with conventional banking (Akhtar & Zaheer, 2014;Rehman, 2012). By improving Islamic banks' products services quality, it leads their market share and profitability to increase higher (Rust & Zahorik, 1993;Wang, Lo, & Hui, 2003).…”

“…By improving Islamic banks' products services quality, it leads their market share and profitability to increase higher (Rust & Zahorik, 1993;Wang, Lo, & Hui, 2003). According to Janahi & Al Mubarak, (2017) and Rehman, (2012), service quality become essential dimension for Islamic banking in satisfying their customers expectation. This also supported by Haron, Ahmad, & Planisek, (1994) as their study in Malaysia found that the service quality was the most important factor that influence customers loyalty for the bank.…”

The Mediating Role of Customers' Satisfaction on the Effect of CRM on Long-Term Customers Loyalty in the Banking Sector in the Palestinian Territory

“…Customers' satisfaction denotes to the extent to which meeting or surpassing the customers expectation leads to repeat purchases by the customer (Jacka & Keller, 2013;Rehman, 2012;Abduh, 2012). Kaur et al, 2012, Gazor et al 2012, Suki et al 2012 define customer satisfaction as the customer's judgment following their experience with consuming the product or service; or the client's judgment that the service or product provided is what they expected.…”