Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Determinants of customer satisfaction in Islamic banking: evidence from Iran

Determinants of customer satisfaction in Islamic banking: evidence from Iran Purpose – The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran. Design/methodology/approach – The authors perform a review of the set of attributes which are capable of being incorporated in the measure of customer satisfaction for Islamic banks. Later, the possibility is posed of grouping these attributes into dimensions of quality, proceeding to value various alternative structures by means of confirmatory factor analysis methodology and testing their reliability and validity. Findings – The findings from this study reveal that service quality in Iranian banking adopting the commercial format of Islamic services has a two‐factor structure: Value proposition quality and Service delivery quality. Originality/value – The paper contributes to the literature on Islamic Banking in a Middle Eastern economy. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Islamic and Middle Eastern Finance and Management Emerald Publishing

Determinants of customer satisfaction in Islamic banking: evidence from Iran

Download PDF
13 pages

Loading next page...
 
/lp/emerald-publishing/determinants-of-customer-satisfaction-in-islamic-banking-evidence-from-rOdhzsEsAt
Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
1753-8394
DOI
10.1108/17538391111186546
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran. Design/methodology/approach – The authors perform a review of the set of attributes which are capable of being incorporated in the measure of customer satisfaction for Islamic banks. Later, the possibility is posed of grouping these attributes into dimensions of quality, proceeding to value various alternative structures by means of confirmatory factor analysis methodology and testing their reliability and validity. Findings – The findings from this study reveal that service quality in Iranian banking adopting the commercial format of Islamic services has a two‐factor structure: Value proposition quality and Service delivery quality. Originality/value – The paper contributes to the literature on Islamic Banking in a Middle Eastern economy.

Journal

International Journal of Islamic and Middle Eastern Finance and Management – Emerald Publishing

Published: Nov 22, 2011

Keywords: Iran; Islam; Middle East; Banking; Customer services quality; Customer satisfaction; Value proposition quality; Service delivery quality; Islamic banking

References

  • Behavioral consequences of perceived service quality: an exploratory study in the context of private fitness clubs in Greece
    Alexandris, K.; Dimitriadis, D.; Kasiara, A.
  • The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction
    Al‐Hawari, M.; Ward, T.
  • Analysing service quality in the UAE Islamic banks
    Al‐Tamimi, H.A.H.; Al‐Amiri, A.
  • An examination of the relationship between service quality perception and customer satisfaction: a SEM approach towards Malaysian Islamic banking
    Amin, M.; Isa, Z.
  • Strengthening the satisfaction‐profit chain
    Anderson, E.W.; Mittal, V.
  • The antecedents and consequences of customer satisfaction for firms
    Anderson, E.W.; Sullivan, M.W.
  • A comparison of service quality in the banking industry
    Arasly, H.; Katircioglu, S.T.; Mehtap‐Smadi, S.
  • An empirical assessment of the SERVQUAL scale
    Babakus, E.; Boller, G.
  • Some new thoughts on conceptualizing perceived service quality: a hierarchical approach
    Brady, M.K.; Cronin, J.
  • Improving the measurement of service quality
    Brown, T.J.; Churchill, G.A.; Peter, J.P.
  • Service quality: the effects of service quality and the mediating role of customer satisfaction
    Caruana, A.
  • Measuring service quality: a reexamination and extension
    Cronin, J.J.; Taylor, S.A.
  • A measure of service quality for retail stores
    Dabholkar, P.; Thorpe, D.I.; Rentz, J.Q.
  • Customer expectations and perceptions of service quality in retail apparel specialty stores
    Gagliano, K.; Hathcote, J.
  • Strategic Management and Marketing in the Service Sector
    Grönroos, A.C.
  • Service quality model and its marketing implications
    Grönroos, C.A.
  • The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure center customers
    Howat, G.; Murray, D.; Crilley, G.
  • Services considered important to business customers and determinants of bank selection in Kuwait: a segmentation analysis
    Idris, T.A.; Almahmid, M.A.
  • Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking
    Jamal, A.; Naser, K.
  • Measuring service quality: a systems approach
    Johnson, R.; Tsiros, M.; Lancioni, R.
  • Transaction‐specific satisfaction and overall satisfaction: an empirical analysis
    Jones, M.A.; Suh, J.
  • Why satisfied customers defect
    Jones, T.; Sasser, W.
  • Banking behavior of Islamic bank customers in Bangladesh
    Khan, M.S.N.; Hassan, M.K.; Shahid, A.I.
  • Determinants of customer satisfaction in retail banking
    Levesque, T.; McDougall, G.H.G.
  • The marketing aspects of service quality
    Lewis, R.C.; Booms, B.H.
  • A revised view of service quality dimensions: an empirical investigation
    McDougall, G.H.; Levesque, T.
  • Customer satisfaction with service: putting perceived value into the equation
    McDougall, G.H.; Levesque, T.
  • Cognitive and affective determinants of fan satisfaction with sporting event attendance
    Madrigal, R.
  • Banking behavior of Islamic bank customers: perspectives and implications
    Metawa, S.A.; Almossawi, M.
  • Strategic marketing management: the case of Islamic banks
    Naser, K.; Moutinho, L.
  • Islamic banking: a study of customer satisfaction and preferences in Jordan
    Naser, K.; Jamal, A.; Al‐Khatib, K.
  • Satisfaction: A Behavioral Perspective on the Consumer
    Oliver, R.L.
  • The multi dimensionality of CARTER model to measure customer service quality in Islamic banking industry: a study in Kuwait finance house
    Othman, A.; Owen, L.
  • Understanding customer expectations of service
    Parasuraman, A.; Berry, L.L.; Zeithaml, V.A.
  • A conceptual model of service quality and its implications for future research
    Parasuraman, A.; Zeithaml, V.; Berry, L.
  • SERVQUAL: a multi‐item scale for measuring consumer perceptions of service quality
    Parasuraman, A.; Zeithaml, V.; Berry, L.
  • Western US college students: banking preferences and marketplace performance
    Pass, M.W.
  • A conceptual model of customer satisfaction for business‐to‐business, professional services
    Patterson, P.G.
  • Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination
    Patterson, P.G.; Spreng, R.A.
  • Benefit segmentation by factor analysis: an improved method of targeting customers for financial services
    Raj, S.M.; Everett, M.J.
  • Quality perception of the customers towards domestic Islamic banks in Bangladesh
    Rashid, M.; Hassan, M.K.; Ahmad, A.U.F.
  • Zero defects: quality comes to services
    Reichheld, F.; Sasser, W.
  • Service quality: insights and managerial implications from frontier
    Rust, R.; Oliver, R.
  • Measurement of service quality from the customer's perspective – an empirical study
    Saravanan, R.; Rao, K.S.P.
  • A cross‐cultural assessment of the satisfaction formation process
    Spreng, R.A.; Chiou, J.
  • An empirical examination of a model of perceived service quality and satisfaction
    Spreng, R.A.; Mackoy, R.D.
  • Assessing regression‐based importance weights for quality perceptions and satisfaction judgments in the presence of higher‐order and/or interaction effects
    Taylor, S.A.
  • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
    Taylor, S.A.; Baker, T.L.
  • A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection
    Tian‐Cole, S.; Crompton, J.
  • Empirical evidence for the relationship between customer satisfaction and business performance
    Wiele, T.; Boselie, P.; Hesselink, M.
  • Customer satisfaction and profitability: a reappraisal of the nature of the relationship
    Yeung, M.; Ging, L.; Ennew, C.
  • Services Marketing
    Zeithaml, V.A.; Bitner, M.J.
  • Services Marketing: Integrating Customer Focus Across the Firm
    Zeithaml, V.A.; Bitner, M.J.