Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach

The landscape of modern financial institution has seen its dominance not only by conventional banks but also Islamic banking system. The intense competition brought about due to this development has earned service quality an important determinant of customer loyalty. As such this study is aimed at e...

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Main Authors:	Abduh, Muhamad, Othman, Abdallah A.M.
Format:	Article
Language:	English
Published:	Islami Bank Training and Research Academy 2014
Subjects:	BP173.75 Islam and economics HG1501 Banking
Online Access:	http://irep.iium.edu.my/37323/ http://irep.iium.edu.my/37323/ http://irep.iium.edu.my/37323/1/Abduh_and_Othman%2C_July_2014.pdf

id	iium-37323
recordtype	eprints
spelling	iium-373232018-06-19T06:55:31Z http://irep.iium.edu.my/37323/ Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach Abduh, Muhamad Othman, Abdallah A.M. BP173.75 Islam and economics HG1501 Banking The landscape of modern financial institution has seen its dominance not only by conventional banks but also Islamic banking system. The intense competition brought about due to this development has earned service quality an important determinant of customer loyalty. As such this study is aimed at evaluating the service quality of Islamic banks, particularly in the UAE. The analysis is done using descriptive statistics and importance-performance analysis method. The finding shows that attributes plotted in quadrant “concentrate here” are speedy approval of financing proposal, speedy approval of opening new account, cost of services and products, and Islamic working environment. It shows that the performance of those attributes needs to be improved in order to maintain existing and attract new customers. Meanwhile, attributes plotted in quadrant “possible overkill” are internet banking and variety of the banking products. Hence, effective and efficient services are still considered as the main factors affecting customer satisfaction and bank management should wisely and carefully manage those attributes in the future. Islami Bank Training and Research Academy 2014-06-30 Article PeerReviewed application/pdf en http://irep.iium.edu.my/37323/1/Abduh_and_Othman%2C_July_2014.pdf Abduh, Muhamad and Othman, Abdallah A.M. (2014) Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach. Journal of Islamic Economics, Banking and Finance, 10 (2). pp. 103-113. ISSN 2070-4658 http://ibtra.com/pdf/journal/v10_n2_article6.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	BP173.75 Islam and economics HG1501 Banking
spellingShingle	BP173.75 Islam and economics HG1501 Banking Abduh, Muhamad Othman, Abdallah A.M. Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach
description	The landscape of modern financial institution has seen its dominance not only by conventional banks but also Islamic banking system. The intense competition brought about due to this development has earned service quality an important determinant of customer loyalty. As such this study is aimed at evaluating the service quality of Islamic banks, particularly in the UAE. The analysis is done using descriptive statistics and importance-performance analysis method. The finding shows that attributes plotted in quadrant “concentrate here” are speedy approval of financing proposal, speedy approval of opening new account, cost of services and products, and Islamic working environment. It shows that the performance of those attributes needs to be improved in order to maintain existing and attract new customers. Meanwhile, attributes plotted in quadrant “possible overkill” are internet banking and variety of the banking products. Hence, effective and efficient services are still considered as the main factors affecting customer satisfaction and bank management should wisely and carefully manage those attributes in the future.
format	Article
author	Abduh, Muhamad Othman, Abdallah A.M.
author_facet	Abduh, Muhamad Othman, Abdallah A.M.
author_sort	Abduh, Muhamad
title	Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach
title_short	Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach
title_full	Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach
title_fullStr	Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach
title_full_unstemmed	Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach
title_sort	service quality evaluation of islamic banks in uae: an importance-performance analysis approach
publisher	Islami Bank Training and Research Academy
publishDate	2014
url	http://irep.iium.edu.my/37323/ http://irep.iium.edu.my/37323/ http://irep.iium.edu.my/37323/1/Abduh_and_Othman%2C_July_2014.pdf
first_indexed	2023-09-18T20:53:33Z
last_indexed	2023-09-18T20:53:33Z
_version_	1777410153898835968

Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach

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