Customersa Perception of Service Quality of Islamic Bank in Bangladesh: An Empirical Analysis of Shahjalal Islami Bank Limited

S M Feroj Mahmood

Authors

S M Feroj Mahmood

Keywords:

islamic banking, service quality, customer perception

Abstract

After Indonesia and Pakistan, Bangladesh is considered to be the third large Muslim populated country. The banking consumers now prefer Islamic Banking to conventional banking. In order to fulfil the higher demand of products and services of Islamic banking requires not only superior quality service but also prompt response to customer. In addition economical in operating system, strict compliance to Islamic Shari`ah and satisfactory community service through job creation and guaranteeing consistency in service provisions are also required. The study finds that consumers in Bangladesh really interested in Islamic banking and alongside they want superior customer value and satisfaction. SERVQUAL perception is fully used to find the service quality of Islamic banking in Bangladesh and also followed the five important instruments to identify the customers' observation of Shari`ah banking.

Downloads

How to Cite

Customersa Perception of Service Quality of Islamic Bank in Bangladesh: An Empirical Analysis of Shahjalal Islami Bank Limited. (2015). Global Journal of Management and Business Research, 15(48), 1-17. https://journalofbusiness.org/index.php/GJMBR/article/view/

Download Citation

References

A. Ahmad, A. Ahmad (2008) Islamic Banking: A Case Analysis from Bangladesh.

N. Ahmad, S. Haron (2002) Perceptions of Malaysian Corporate Customers towards Islamic Banking Products & Services. 3(4).

Akroush MN (2008) Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan. 10(1), 98.

S. Akhtar (2007) Pakistan-Banking sector reforms: performance and challenges. 1.

Al-Harran SAS (1993) Islamic Finance: Partnership Financing, Pelanduk Publications, Selangor Darul Ehsan, Malaysia.

C. Gronroos (1982) Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsing fors.

Spiros Gounaris, Vlassis Stathakopoulos, Antreas Athanassopoulos (2003) Antecedents to perceived service quality: an exploratory study in the banking industry. Inter. J. 21(4), 168-190. https://doi.org/10.1108/02652320310479178

O. AbdulQawi, O. Lynn (2001) Adopting and measuring customer Service Quality (SQ) in Islamic Banks: A case study in Kuwait Finance House Int J Islamic Financ. 3, 1-26.

N. Kamal, J. Ahmad, A. Khalid (1999) Islamic Banking: A study of customer satisfaction and preferences in Jordan Int J. 17, 135-150.

V. Zeithmal (1987) Defining and retailing price, perceived quality and perceived value. 87-101.

A. Parasuraman, Valarie Zeithaml, Leonard Berry (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. 49(4), 41-50. https://doi.org/10.1177/002224298504900403

C. Gronroos (1982) Strategic Management and Marketing in the Service Sector.

C. Gronroos (1984) A service quality model and its marketing implications Eur J. 18, 35-44.

Understanding customer expectations of service Sloan Manage. 39, 39-48.

Terrence Levesque, Gordon McDougall (1996) Determinants of customer satisfaction in retail banking Int J. 14(7), 12-20. https://doi.org/10.1108/02652329610151340

A. Othman, L. Owen (2001) Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks: A Case Study in Kuwait Finance House. 3(1), 1-26.

J. Pallant (2001) SPSS survival manual.

A. Parasuraman, V. Zeithaml, L. Berry (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 64(1), 14-40.

S. Shafie, W. Nursofiza, A. Haron (2004) Adopting and Measuring Customer Service in Islamic Bank: A Case Study of Bank Islam Malaysia Berhad. 1(1), 23-42.

B. Schneider, S. White (2004) Service Quality Research.

Sage Perspectives, Thousand Oaks, California Yavas, U. Bilgin, Z. Shemwell, D. (1997) Service Quality in the Banking Sector in an Emerging Economy: A Consumer Survey. 15(6), 217-223.