scholarly journals Exploring Service Quality in Islamic Banking Industry of Afghanistan: An Analysis of Customer Satisfaction

2020 ◽  
Vol 2 (2) ◽  
pp. 73-97
Author(s):  
Abdullah Zubair ◽  
Hamid Hasan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Three Dimensions ◽  
Islamic Banking ◽  
Four Dimensions ◽  
Study Results ◽  
Innovative Products ◽  
Corporate Social

Service quality is an essential organizational factor that has a positive relationship with customer satisfaction. Thus, in this paper, we measure the service quality of the Islamic banking industry of Afghanistan and customer satisfaction through the modified CARTER model. We collected data in Kabul province from customers of the following banks: Afghanistan International Bank (AIB), Afghan United Bank (AUB), Bank-e-Millie Afghan (BMA), Ghazanfar Bank (GB), and Islamic Bank of Afghanistan (IBA). In nutshell, our study results reveal that in the Islamic banking industry of Afghanistan out of seven dimensions of service quality only four dimensions are significant namely; compliance (COM), reliability, empathy (EMP), responsiveness (RES) while the other three dimensions namely; assurance (ASR), tangibles (TAN), and corporate social responsibility (CSR) are insignificant for the customers of Islamic banking in Afghanistan. Thus, our study suggests that the Islamic banking industry in Afghanistan needs improvement in innovative products and services with their pricing and designing policies. Similarly, the Islamic banking industry of Afghanistan needs to determine a fair profit ratio for bank management, making easy required conditions and terms in the agreement with customers, and taking a fair commission on services. This research will help the Islamic banking industry of Afghanistan to adjust and design truly their operational and managerial policies.

Internal marketing, service quality and perceived customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leigh De Bruin ◽  
Mornay Roberts-Lombard ◽  
Christine De Meyer-Heydenrych
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Marketing Mix ◽  
Internal Marketing ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Internal Process ◽  
Perceived Ability

Purpose This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established. Design/methodology/approach Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling. Findings The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks. Research limitations/implications This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking. Practical implications The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences. Originality/value The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.

scholarly journals The Effect of Service Quality and Product Quality (Rooms and Food) on Consumer Satisfaction of Harris Sentul Hotel Bogor

2019 ◽  
Vol 3 (1) ◽  
pp. 71
Author(s):  
Hamdany Hamdany ◽  
Adhi Trirachmadi Mumin ◽  
Diena Mutiara Lemmy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Independent Variables ◽  
Study Results ◽  
Quality Of Food ◽  
Two Independent Variables

Research on the influence of two independent variables namely service quality and product quality (of room and food) conducted at Harris Hotel Sentul Bogor aims to examine the level of its influence either partially or simultaneously on customer’s satisfaction as the dependent variable. The dimensions of service quality that are examined in terms of its influence on consumer satisfaction include elements of reliability, assurance, tangible, empathy and responsiveness. Some of the product quality indicators for the rooms quality examined to have its influence on customer satisfaction include elements of design, features, quality of performance and the perceive of quality while indicators for the quality of food products which considered to have effect on consumer satisfaction includes the element of taste of food, aroma of food and the presentation of food. The number of respondents who took part in the research was 300 of respondents who were the consumers invited to share their experience on the questioner during their stay at Harris Sentul Hotel. Data analysis techniques used in this study are linear regression analysis. The study results have answered the 3 hypotheses and show that service quality has a positive and significant influence on customer satisfaction partially likewise, the study results has showed that the quality of room and food have a strong influence on the level of customer satisfaction who stayed at Harris Sentul as well as study has showed that simultaneously the 2 (two) independent variables had a positive and significant effect.

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan

2011 ◽  
Vol 7 (12) ◽  
Author(s):  
Hsing-Yun Chang ◽  
Cho-Pu Lin ◽  
Meng-Yun Tsou ◽  
Chien-Ting Chen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Rural Areas ◽  
Food Service ◽  
Three Dimensions ◽  
Perceived Service Quality ◽  
Competitive Edge ◽  
Research Findings ◽  
The Relationship

The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berrys SERVQUAL ten dimensions (i.e., access, communication, competence, courtesy, credibility, reliability, responsiveness, security, tangibles and understanding the customer) and Lees food service. Multiple regression was conducted to test the relationships. The statistical results showed that access, courtesy and food service are significantly and positively related to customer satisfaction. This finding, among others, suggests that senior-care operators in rural Taiwan might have overlooked the above mentioned three dimensions as factors leading to customer satisfaction and, ultimately, to a sustainable competitive edge.

scholarly journals Drivers’ Growth of Islamic Banking Industry: Lesson from Malaysia

2014 ◽  
Vol 1 (4) ◽  
pp. 122-128
Author(s):  
Yagoub Elryah
Keyword(s):  
Financial Services ◽  
Financial Stability ◽  
Banking Industry ◽  
Foreign Banks ◽  
Islamic Banking ◽  
Master Plan ◽  
Policy Makers ◽  
Innovative Products ◽  
The Government

Numerous studies focus on the Islamic banking performance, banks’ growth. There are, however, very little is known about the drivers’ growth of Islamic banking. The paper attempted to fill this gap. To achieve the objectives of the study, we consider government financial strategies for Islamic banking in Malaysia (Master Plan financial services 2000-2010 and Blueprint financial sector plan 2011-2020) and interviews the policy makers and regulators from BNM and selected banks. In this context, we explored the drivers’ growth Islamic banking industry in Malaysia for the period 2002-2012. The findings of the study revealed that the government strategies, high skilled banker’s human resources, financial stability, foreign banks, innovative products, awareness of the customers and quality of the financial and regulatory reforms were main drivers’ growth of Islamic banking in Malaysia. DOI: http://dx.doi.org/10.3126/ijssm.v1i4.10626 Int. J. Soc. Sci. Manage. Vol-1, issue-4: 122-128 

scholarly journals A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

2019 ◽  
Vol 10 (5) ◽  
pp. 387 ◽  
Author(s):  
Sheikh Muhammad Hizam ◽  
Waqas Ahmed
Keyword(s):  
Internet Of Things ◽  
Service Quality ◽  
Quality Model ◽  
Four Dimensions ◽  
Innovative Products ◽  
Conceptual Paper ◽  
And Performance ◽  
Comprehensive Framework ◽  
System Characteristics

Service quality possesses the vital prominence in usability of innovative products and services. As Technological innovation has made the life synchronized and effective, Internet of Things (IoT) is matter of discussion everywhere. From users’ perspective, IoT services are always embraced by various system characteristics of security and performance. A service quality model can better present the preference of such technology customers. The study intends to project theoretical model of service quality for Internet of Things (IoT). Based on the existing models of service quality and the literature on internet of things, a framework is proposed to conceptualize and measure service quality for internet of things. This study establishes the IoT-SERVQUAL model with four dimensions (i.e., Privacy, Functionality, Efficiency and Tangibility) of multiple service quality models. These dimensions are essential and inclined towards the users’ leaning of IoT services. This paper contributes to research on internet of things services by the development of a comprehensive framework for customers’ quality apprehensions. This model will previse the expression of information secrecy concerns of users related with Internet of Things (IoT). This research will advance understanding of service quality in modern day technology and assist firms to devise the fruitful services structure.

scholarly journals Measuring the Variance between Personal Demographic Factors on Banking Tangible, Reliability and Empathy Factors of Service Quality

2019 ◽  
Vol 8 (3) ◽  
pp. 4314-4318
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Environment ◽  
Public Sector Banks ◽  
Banking Service ◽  
Study Results ◽  
Gender Education ◽  
Questionnaire Method

Purpose: In the present marketing environment customers are in the highly competitive and vibrant banking industry in India to look forward to most satisfying quality of service from their respective banks right from their entry into their premises till the fulfillment of purpose of their visit. This research paper has measure the effect of five personal demographic variables on banking service quality items. Methodology: The sample size consists of 300 respondents which were customer of public sector banks at Urban area in Tiruchirapplli District. The questionnaire method was adopted to collect the responses from customer. The questionnaire consist of five questions which are related to personal and demographic details of banks customer. This questions were nominal and Ratio scale questions. There are five questions which ware measure the customer satisfaction over the banking Tangible, Reliability and Empathy factors by using five point Likert’s Scale. Statistical Tools: The respondents are segregated on the basis of different variables such as income, age, occupation gender, Education were consider as independent variables and three core variables related to banking service quality were consider as response items. The descriptive test and analysis of variances used to verity the research hypothesis of this study. Results: Age, Gender and Income has statistically significant effect on public sector customer Satisfaction on Tangibility. Education has statistically significant effect on public sector customer Satisfaction on Empathy factor.

QUALITY OF SERVICES IN THE BANKING INDUSTRY: CONCEPT AND MEASUREMENT

2005 ◽  
Vol 11 (1) ◽  
pp. 47-67
Author(s):  
Suzana Marković
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Quality Management ◽  
Banking Industry ◽  
Quality Of Services ◽  
Total Quality

Istraživanja znanstvenih i stručnih radova, stranih autora, svjedoče o rastućem zanimanju za proučavanje koncepta kvalitete (Quality), upravljanja potpunom kvalitetom (Total Quality Management), kvalitete usluga (Service Quality) i zadovoljstva klijenta (Customer Satisfaction), za razliku od domaćih autora, koji vrlo rijetko ili samo s nekoliko aspekata, proučavaju ove koncepte. U svojoj težnji za poboljšanjem kvalitete hotelskih usluga i zadovoljstva hotelskih gostiju, hotelski menadžeri često nailaze na problem mjerenja kvalitete usluga. Stoga je cilj ovog istraživanja detaljno objasniti koncept kvalitete usluga, te koncept mjerenja kvalitete usluga. Osim toga, u radu se opisuje i SERVQUAL ljestvica mjerenja (Parasuraman, ZeithamI, Berry, 1985., 1988., 1991.), kao i ostale ljestvice i modeli, koji se najčešće koriste u mjerenju kvalitete usluga u hotelskoj industriji.

scholarly journals Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius

2019 ◽  
Vol 14 (1) ◽  
pp. 259-270 ◽  
Author(s):  
Lomendra Vencataya ◽  
Sharmila Pudaruth ◽  
Roubina TD Juwaheer ◽  
Ganess Dirpal ◽  
Nabeelah Meh Zabeen Sumodhee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Quality Factors ◽  
International Banks ◽  
Banking Institutions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

AbstractIn today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.

scholarly journals The The Effect of Service Quality and Product Quality on Customer Satisfaction of Islamic Banks with Customer Awareness as an Intervening Variable in Islamic Banks West Sumatera, Indonesia

2020 ◽  
Vol 8 (1) ◽  
pp. 682-690
Author(s):  
Yulfis Wandi ◽  
Veithzal Rivai Zainal ◽  
Willy Arafah ◽  
Iwan Kurniawan Subagja ◽  
Ram Al Jaffri Saad
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Financial Services ◽  
Survey Methods ◽  
Public Awareness ◽  
Primary Data ◽  
Islamic Banking ◽  
Islamic Banks

Purpose of the study: This study is to examine the effect of service quality and product quality of Islamic banks on customer satisfaction through customer awareness as a variable intervening in Islamic Banking in West Sumatera. Methodology: In this study, a model with five parameters with 20 questions was used, so the minimum number of respondents for this study sample was 100 respondents. The data used study are primary data collected using survey methods through the distribution of questionnaires directly to respondents. Data analysis used with path analysis. Main Findings: The results showed that the indirect effects of service quality and quality of Islamic bank products on customer satisfaction through awareness had a positive and significant relationship. They also revealed that consumers are aware of Islamic banking products and services. The reason they chose Islamic banks was because of profitability and religious principles. As a result of this finding, it can help the Islamic banking industry in its efforts to formulate promotional policies that are suitable for attracting more banking customers. Research limitations/implications: The results of this study are expected to encourage and motivate the management of Islamic banks in West Sumatra to further improve product quality and service quality to the wider community so that it will further increase public awareness and understanding of Islamic banks. Novelty/Originality of this study: Islamic banking management needs to know how to look after their customers, even though they appear to be satisfied, but the level of competition in the financial services industry is greater than before, so as a menu of banking services companies must increasingly improve their services in proportion to the needs of customers.

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