Conscientia Beam || conscientiabeam.com

Export to

Citations

Contact Us

For Marketing, Sales and Subscriptions Inquiries

2637 E Atlantic Blvd #43110
Pompano Beach, FL 33062

USA

Conference List

International Journal of Business, Economics and Management

January 2016, Volume 3, 1, pp 1-17

Measuring the Quality of Islamic Banks Services and Its Impact on Customers Satisfaction A Survey Study on the Islamic Banks Customers in Lattakia-Syria

Nashwa Hammoud

Mona Bittar

Nashwa Hammoud¹ ^,

Mona Bittar¹

The Department of Finance and Banking; Faculty of Economics, Tishreen University, Syria ¹

on Google Scholar

on PubMed

Pages: 1-17

DOI: 10.18488/journal.62/2016.3.1/62.1.1.17

View Citation

1307Views

Create Citation Alert

Abstract:

This study aims at exploring how Islamic banks customers assess the services provided to them and identifying the impact of the service quality dimensions of customer satisfaction. To achieve the aims of this study, a convenient sample of the customers of Islamic bank branches in Lattakia- Syria is selected. Data are collected through a questionnaire designed on the basis of the service performance approach and compliance. Data analysis is conducted via the use of exploratory factor analysis, descriptive statistics, and regression analysis. The study concluded that the quality of the services provided by Islamic banks is high in general. However, the total scores of customer satisfaction indicated a moderate satisfaction. The results also showed a significant impact of all service quality dimensions on customer satisfaction with Empathy dimension being the most effective dimension.

Contribution/ Originality
This study contributes in the existing literature of the Islamic Banking through identifying the most important factors that influence customers satisfaction and determine the relative importance of the service quality dimensions of customer satisfaction.

Keywords:

Video:

Download Video

Download Audio

Reference:

Akhtar, A. and A. Zaheer, 2014. Service quality dimensions of islamic banks: A scale development approach. Global Journal of Management and Business Research, 14(5): 10- 20.
Al-Foqahaa, S., 2012. Factors affecting customers satisfaction with islamic banking services in Palestine. Jordan Journal of Business Administration, 8(2): 236 - 263.
Al-Jabali, H., 2010. Measuring the quality of banking service: A study case of Al Baraka Bank. Master Thesis. Business Department, Faculty of Economic, Manturi University: Algeria.
Al-Sayyed, N., T. Suifan and A. Alawneh, 2015. Exploring the effect of perceived service quality on customers satisfaction: A study of banking sector in Jordan. Journal of Management Research, 7(1): 122-138.
Al-Taleb, S., 2003. Measure the quality of Islamic banking services in the Hashemite Kingdom of Jordan: Analytical study field. Journal of Jerash University, 2(3): 12-34.
Al-Tamimi, W., 2007. The impact of marketing innovation in the quality of banking services: An empirical study of the Jordanian Commercial Banks J. J. Appl. Sci: Humanities, 10(1): 99-124.
Ali, F. and Y. Zhou, 2013. An assessment of the perceived service quality: Comparison of islamic and conventional banks at Pakistan. International Journal of Innovation and Business Strategy, 2(August): 45- 58.
Amin, M., Z. Isa and R. Fontaine, 2011. The role of customer satisfaction in enhancing customer loyalty in Malaysian islamic banks. Service Industries Journal, 31(9): 1519-1532.
Anderson, E., C. Fornell and D. Lehmann, 1994. Customer satisfaction, market share, and profitability: Finding form Sweden. Journal of Marketing, 58(3): 53- 66.
Bahia, K. and J. Nantel, 2000. A reliable and valid measurement scale for the perceived service quality of bank. International Journal of Bank Marketing, 18(2): 84-91.
Bashir, M., 2013. Analysis of customer satisfaction with the islamic banking sector: Case of Brunei Darussalam. Asian Journal of Business and Management Sciences, 2(10): 38-50.
Bitner, M., 1990. Evaluating service encounters: The effects of physical surrounding and employee responses. Journal of Marketing, 54(April): 69-82.
Churchill, G. and C. Suprenaut, 1982. An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(November): 491- 504.
Cronin, J. and S. Taylor, 1992. Measuring service quality: A reexamination and extension. Journal of Marketing, 56(June): 55-68.
Darbouk, J., 2013. A proposal model for service quality and impact on customer satisfaction. PhD Dissertation. Business Department, Faculty of Economic, Tishreen University: Syria.
Drengner, J., S. Jahn and H. Gaus, 2012. Creating loyalty in collective hedonic service: The role of satisfaction and psychological sense of community. Schmalenbach Business Review, 64(1): 59-76.
Dusuki, A. and N. Abdullah, 2007. Why do Malaysian customers patronize islamic banks? International Journal of Bank Marketing, 25(3): 142-160.
Fornell, C., 1992. A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 55(January): 1-21.
Gronroos, C., 1984. A service quality model and its marketing implications. European Journal of Market, 18(4): 35- 44.
Hallouz, W., 2014. Strengthening the quality of bank service and evaluated through customer satisfaction (The Case of the Algerian Public Banks Tlemcen State Study). PhD Dissertation. Banks Department, Faculty of Economic and Trade Science and Management Science, University Abu Bakr Belcaid: Algeria.
Jabnoun, N. and A. Khalifa, 2005. A customized measure of service quality in the UAE. Managing Service Quality Research, 15(4): 374 - 388.
Krejcie, R. and D. Morgan, 1970. Determining sample size for research activities. Educational and Psychological Measurement, 30: 607-610.
Lewis, R. and B. Booms, 1983. The marketing aspects of service quality in emerging perspectives on service marketing. In L. Berry, L. Shostack, and G. Upah, Eds., Chicago, IL: American Marketing Association.
Lovelock, C. and K. Wright, 1999. Principles of service marketing and management. 2nd Edn., UK: Prentice Hill.
Neringa, I., 2012. Customer perception of value: Case of retail banking. Organization and Markets Emerging Economies, 3(5): 77-35.
Nourallah, M., 2013. Evaluation of banking service quality at Syrian banks. PhD Dissertation. Business Department, Faculty of Economic, Tishreen University: Syria.
Oliva, T., R. Oliver and I. MacMillan, 1992. A catastrophe model for developing service satisfaction strategies. Journal Marketing, 56(3): 83-95.
Oliver, R., 1980. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4): 460-469.
Oliver, R., 1993. Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(December): 418-430.
Othman, A. and L. Owen, 2001. Adopting and measuring customer service quality SQ in islamic banks: A case study in Kuwait finance house. International Journal of Islamic Financial Services, 3(1): 100- 126.
Owoso, K. and L. Peter, 2008. Assess the quality of banking services from the perspective of customers exploratory study of the views of a sample of customers banks the city of Dohuk. Rivers Development Magazine, 89(30): 9-28.
Parasuraman, A., V. Zaithaml and L. Berry, 1985. A conceptual model of service quality and its implication for future research. Journal of Marketing, 49(Full): 41-50.
Parasuraman, A., V. Zaithaml and L. Berry, 1988. Servqual: A multiple- item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1): 12-40.
Sabei, S., 2014. Measure the quality of Islamic banking services from the customer perspective (Study Empirical Some Saudi Islamic Banks). Journal of Najran For Research, 8(10): 50- 75.
Zeithaml, V., M. Bitner and D. Gremler, 2009. Services marketing: Integrating customer focus across the firm. 5th Edn., USA: Mc Graw Hall International Edition.