Nowadays, islamic banking system is part of modern finance system to islamic countries through comprehensive system or old system. Factors affecting customer satisfaction in islamic banking in. Researchers have explored customer satisfaction in islamic banks 1417 as well as in the contextual domain of pakistan e. This study is conducted to evaluate the effect of service quality, economic, and image in determining customer satisfaction and loyalty towards islamic bank.
The role of customer satisfaction in enhancing customer loyalty in malaysian islamic banks muslim amina, zaidi isaa and rodrigue fontaineb acentre for modelling and data analysis delta, faculty of science and technology, universiti. Pdf the impact of customer service quality on customer. If you would like to write for this, or any other emerald publication, then please use our emerald for authors service information about how to choose which publication to write for and submission guidelines are available for all. Customer satisfaction, the quality of the product given to the customers, and the services by the participating retailer is the elements to make a loyalty program a success, thus creating loyal customers towards an organization especially the banking industry. Pdf the purpose of this paper is to view the satisfaction level of customers of islamic banks in saudi arabia through solicitation of the. Pdf service quality, shariah compliance and customer. This study is expected to add value to both marketing and islamic banking literature by providing another empirical proof on the correlation between service quality and customer satisfaction in islamic banking. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. Customer satisfaction in fullfledged islamic banks and islamic banking windows.
Pdf questionnaire on customer satisfaction islamic banking 1. Pdf on jan 28, 2017, fayaz ahmad lone and others published customer satisfaction in fullfledged islamic banks and islamic banking. Islamic banking exists either in the form of fullfledged islamic banks or as. The service quality dimensions of tangibles, responsiveness, reliability, assurance and empathy influence the customers overall satisfaction. This study aims to identify the factors that lead to the level of customer satisfaction about online services provided by al rajhi bank, which is the largest islamic bank in the world. Determining the satisfaction of banking customers has been a considerably well researched area in literature 11. Service quality, shariah compliance and customer satisfaction. Customer loyalty, banking industry, loyalty program 1. Journal of economics, business and management, vol. That means the islamic banking has been in malaysia started from that time until now in year 2011. Home services customer services customer satisfaction survey. Similarly, in chapter four methods of managing customer relationships are described. Customer satisfaction and service quality in islamic banking a.
According to almansour 2003, service quality is the entrance key to tqm, total quality system should focus on customer satisfaction and meet their expectations. Feb 05, 2018 customer satisfaction towards islamic banking in saudi arabia. Pdf customer satisfaction in fullfledged islamic banks. The customer satisfaction in private bank is more as compared to public sectors banks. Customer satisfaction and awareness of islamic banking system in. Islamic banking exists either in the form of fullfledged islamic banks or as islamic. Electronic banking is an important tool for all banks to survive in the competitive nigerian banking industry. The role of customer satisfaction in enhancing customer. This study was undertaken to analyze the customers satisfaction with banking services with specific focus of standard chartered bank in tanzania.
This study uses a sample of 225 customers of islamic banks. Further, 10 of the worlds 25 rapid growth markets rgms have large muslim populations and this way, offers a large growth opportunities for islamic banking industry. E banking, service quality and customer satisfaction in. Pdf customer satisfaction towards islamic banking in saudi. The significant effects of customer satisfaction on bank performance also differ from islamic to conventional banks. The purpose of this paper is to investigate the relationship between customer satisfaction and six dimensions of service quality carter model in islamic banks of pakistan, the uk and uae. Determinants of customer satisfaction on retail banks in new. Islamic marketing ethics and its impact on customer.
It elaborate that, there is strong relationship between customer satisfaction, service quality, perceived value, and trust with customer loyalty. Its objective is to examine the relationship between consumersa attitude towards islamic banking services and intention to adopt islamic banking services. Customer satisfaction towards islamic banking in saudi arabia. Pdf on oct 12, 2016, mohamed sharif bashir and others published questionnaire on customer satisfaction islamic banking 1 find, read and cite all the research you need on researchgate. This study examines the relationship between the quality of service and customer satisfaction in the e banking era. There is a large potential for growth for islamic banks to meet customer satisfaction and increase the market reputation. Thus, this study attempts to measure the existing level of customer satisfaction of islamic banks in bangladesh, using the structural equation model sem. Abstract this study provides insights into the customer satisfaction and loyalty towards islamic financial services of the malaysian customers. Case study on state bank of india amruth raj nippatlapalli business management,v. Hence, it can be concluded that the personnel of the bankers are significant to the level of customer satisfaction of islamic banks. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Nowadays, different companies follow different types of marketing strategies based on the target market demand. A study on customer satisfaction of commercial banks.
To achieve the high customer satisfaction, companies must know when and how their customers are satisfied about the products and services. The aim of this study is to measure the relationship between service quality and customer satisfaction among the customers of pakistani islamic banks. Thus, this study attempts to measure the existing level of customer satisfaction of islamic banks in bangladesh, using the structural equation. Hence the objective of this study is to investigate the correlation between service quality and customer satisfaction. Customer satisfaction and service quality in islamic banking. Customer satisfaction and awareness of islamic banking system in pakistan naveed azeem khattak 1 and kashifurrehman 2 1shaheed zulfikar ali bhutto institute of science and technology, islamabad, pakistan. Purposethe purpose of this research study is to focus on the customer satisfaction towards islamic banking in pakistan based on the different factors including service quality, product quality offered by islamic banks, customer care level of islamic banks, financial benefits given to its customers, competition with conventional banks, religion and market reputation. Thus, the hypothesis predicted earlier is true and therefore accepted. Introduction malaysia is currently practicing a dual banking environmentsystem, i. Islamic marketing ethics and its impact on customer satisfaction 29 in banking institutions, the customer relation advisor cra is the most visible representative for the company enis 1980. A sample of 398 respondents was selected, out of the total number of 66,895 customer population.
Organizations calculate the customer satisfaction score csat, which is the average rating of a customers responses, the net promoter score nps, which indicates the probability that a customer refers a brand to another person, and the customer effort score ces. Customers indicate that they are aware of different products but do not adopt these products. The effects of marketing mix on consumer satisfaction. Customer satisfaction and loyalty in islamic banking. Due to the existence of stiff competition by local competition in the industry over past decades, focus on and multinational conventional banks in pakistan, it is a customer satisfaction, customer retention and customer. This shows that the personnel of the bankers are significant to the customer satisfaction. Literature investigating a comparative phenomenon among full fledge islamic. Hence, customer satisfaction is an important step to gain customer loyalty. If you would like to write for this, or any other emerald publication, then please use our emerald for authors service information about how to choose which publication to write for and submission. There is positive or significant result between customer satisfaction with service quality or also positive or significant relationship between customer satisfaction and customer loyalty. In the current era, developments in services related to the wireless revolution, this revolution has reduced the.
The impact of customer service quality on customer satisfaction in islamic banking article pdf available in journal of islamic marketing 817. Customer satisfaction and its measurement in islamic banking sector. Questionnaire on customer satisfaction islamic banking 1. Service quality perception and customer satisfaction in. In the islamic finance system, business operations and investment have their basis on the islamic principal and this differs from the investment concept existing in conven.
Bahraini islamic banking services quality is the focus of this study. The present study investigates the level of service quality and customer satisfaction of islamic banks in malaysia based on demographics such as gender, nationality, experience with the bank and income. Relationship between customer satisfaction and service. Pdf analysis of customer satisfaction with the islamic banking. Nov 12, 2018 this study aims to examine the relationship between service quality and customers satisfaction, and the effect of service quality on customers satisfaction in tanzanian islamic banking. Islamic banking sector shows a substantial growth position in bangladesh. They provide state of art services and they should have innovation regarding their products and services keep in view of. The first islamic bank was build up in malaysia in year 1983.
The tangibility dimension is found to be the most influential predictor of customer satisfaction, whereas empathy. Pdf customer satisfaction in fullfledged islamic banks and. Its objective is to examine the relationship between consumers attitude towards islamic banking services. College,vikrama simhapuri university,india abstract. Anna alapeteri term and year when the thesis was submitted. Feb 12, 2015 customer satisfaction is one of the essential factors for the success of a company.
Service quality, religiosity, customer satisfaction. A comparative study journal of internet banking and commerce, jan 2017, vol. Accepted 19 january, 2010 the concept of islamic banking is not new. This study provides insights into the customer satisfaction and loyalty towards islamic financial services of the malaysian customers.
This study employed a modified servqual model by introducing a unique dimension of compliance in the context of service industry. Factors affecting customer loyalty in islamic banking. Service quality and customers satisfaction in tanzanias. Customer satisfactions on islamic banking system semantic scholar. Customer satisfaction is the most significant affecting phenomenon in determining the banking growth. Customer satisfaction and awareness of islamic banking system. Pdf analyzing the effect of service quality on customer. Pdf purpose the aim of this paper is to contribute to the islamic. There is huge literature available relation to measuring customer satisfaction and customer loyalty relating to islamic banking. Customer satisfaction and islamic banking in pakistan. Pdf during the last decade, the islamic banking sector in brunei darussalam experienced remarkable and increasingly challenging development in the. Determining the satisfaction of banking customers has been a considerably well.
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