Service Quality of Islamic Banks: A Cultural Perspective

Hanafi, Siti Nurul Izzati Mohd; Maulan, Suharni; Hamid, Siti Ngayesah Ab

doi:10.46281/ijibfr.v4i2.685

Cited by 3 publications

(1 citation statement)

References 27 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Suki and Suki (2019) explored Takaful satisfaction and customer loyalty by examining electronic word of mouth's (E-WOM's) motives regarding their policy. Contrastingly, it is discovered that compliance, together with "sincerity", "personalization", "formality" and "reliability" dimensions of service quality, has a significant influence on customers' satisfaction towards Malaysian Islamic banks (Hanafi et al, 2020).…”

Section: Introductionmentioning

confidence: 91%

Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers

Rehman

Khan

Osman

et al. 2021

JIABR

View full text Add to dashboard Cite

Purpose This study aims to test a proposed model based on a combination of the relationship marketing and service quality dimensions as predictors of corporate image and customer loyalty via corporate reputation in the Takaful context. More importantly, this study compares the Takaful operators’ services with the perceived service quality and the relationship marketing from the Malaysian and Saudi Arabian customers’ viewpoint. Design/methodology/approach A survey-based study was conducted through a questionnaire, and the data was collected from Takaful customers (362 Saudi Arabian and 350 Malaysian customers) through an online survey. Structural equation modelling is used to test the proposed model. Besides, the perception of Takaful customers between Saudi Arabia and Malaysia is compared through a multi-group analysis. Findings The results from the Malaysian context reveal that positive perceptions of service quality PAKSERV dimensions (personalization, reliability and tangibility) and positive perceptions of relationship marketing dimensions (Islamic ethical behaviour and structural bonds) have a significant influence on the corporate image. Alternatively, in the Saudi Arabian context, results have shown that the positive perceptions of service quality PAKSERV dimensions (assurance and reliability) of service quality and the positive perceptions of the relationship marketing dimensions (Islamic ethical behaviour, structural bonds and financial bonds) have a significant influence on the corporate image. The differences in both countries’ results can also enhance the corporate image on corporate reputation, merely in Malaysia. By contrast, corporate reputation is deemed a significant predictor of customer loyalty, represented as valid for both contexts. Research limitations/implications The proposed research model tested in Takaful Malaysian and Saudi Arabian can be replicated in other contexts – in terms of country and industry. Moreover, the current study reveals the crucial role of corporate image in forming corporate reputation. Future research could be focussed on the importance of other emotional or affective variables that may be involved in determining corporate reputation. Finally, future studies can be carried with another cultural perspective to have more diversified socio-economic implications. Practical implications It is suggested that Takaful operators from both Malaysia and Saudi Arabia need to put maximum effort towards customer loyalty by bringing both the dimensions of service quality and the relationship marketing in compliance with the principles of Islamic business transaction. The findings of the specific dimensions of service quality and relationship marketing will contribute to customers’ perceptions of corporate image and reputation in the Takaful industry. Originality/value The present study tested a blended facet of customer’s overall experience through service quality (PAKSERV) and customer service provider connectivity (relationship marketing) to predict the corporate image of the highly growing financial marketplace (Takaful). Contextually, this study contributes to delineating the factors (corporate reputation) affecting customer loyalty rather than a customer satisfaction tradition. Significantly, Saudi Arabia and Malaysia were chosen for this study, as they are currently the two fast-growing markets for Islamic financial services, especially with regards to the Takaful products and offerings.

show abstract

Section: Introductionmentioning

confidence: 91%

Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers

Rehman

Khan

Osman

et al. 2021

JIABR

View full text Add to dashboard Cite

show abstract

Performance Analysis of Islamic Banks in Indonesia Using Machine Learning

Ali,

Gernowo,

Warsito

2023

E3S Web Conf.

View full text Add to dashboard Cite

This study aims to examine several factors that influence the performance of Islamic banks in Indonesia by using the variables Return On Assets (ROA), Operating Expenses for Operating Income (BOPO), Capital Adequacy Ratio (CAR), Non Performing Financing (NPF), Financing to Deposit Ratio (FDR) and Potential Losses (PK). The data used in the study takes secondary data from the website of the Financial Services Authority (OJK) from the recapitulation of reports from Islamic banks throughout Indonesia, data taken from 2011 to 2020 which is a combination of Time series and cross section data. The analysis technique used is machine learning with multiple linear regression. The results of the study after being calculated using SPSS, the t table value is 2.776 and the F table value is 5.05. The final result is the hypothesis (H6) is accepted, which means that the variables X1, X2, X3, X4, X5 have a simultaneous effect on Y. Then the ROA value simultaneously influenced by the value of BOPO, CAR, NPF, FDR AND PK..

show abstract

Nurturing trust in Islamic banking within the metaverse for market success

Al-Afeef,

Jaradat,

Al-Smadi

et al. 2024

JIMA

View full text Add to dashboard Cite

Purpose This study aims to investigate the impact of trust in the metaverse on the Islamic banking sector, particularly in facilitating market success. Additionally, it seeks to explore the relationship between metaverse-driven brand image, product features, service quality and overall performance in the market. Design/methodology/approach Data were collected from 187 participants in Jordan, with the SmartPLS software used to test the hypotheses. Findings The findings reveal a significant impact of metaverse-enhanced brand image, product features and service quality on Islamic banking market performance. Furthermore, customer trust in the metaverse plays a significant role in shaping the relationship between product features, service quality and Islamic banking market performance. Originality/value The study’s practical implications still suggest the need for a more holistic metaverse-driven approach. Investing in service quality initiatives alone may not adequately build and sustain customer trust in the metaverse. Instead, transparent communication on ethical practices in the metaverse is required to reinforce trust and magnify the positive influence of superior service quality in the metaverse.

show abstract

Service Quality of Islamic Banks: A Cultural Perspective

Cited by 3 publications

References 27 publications

Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers

Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers

Performance Analysis of Islamic Banks in Indonesia Using Machine Learning

Nurturing trust in Islamic banking within the metaverse for market success

Contact Info

Product

Resources

About