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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

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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 ManagementEmerald 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