Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria

Baba, Bashir; Zabri, Shafie Mohamed; Kaseri, Ahmad

doi:10.22178/pos.35-4

Cited by 4 publications

(2 citation statements)

References 59 publications

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“…According to the Islamic rules and regulations (Shariah laws), the transactions that are performed in Islamic banking are recognized as fiqh muamalat (Hunjra et al , 2011). Shariah supports the banking system without oppressing the clients and interest (Baba et al , 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality

Ahmed

Mohiuddin

Rahman

et al. 2021

JIMA

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Purpose The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services. Design/methodology/approach A total of 334 completed and usable questionnaires were collected from customers of Islamic banks in Bangladesh to test the hypotheses. The data were analyzed using SmartPLS 3. Findings The findings of this study indicate that Islamic Shariah compliance has a positive and significant influence on service quality and customer satisfaction of Islamic banking services. The research findings also indicate that service quality partially mediate the relationship between Islamic Shariah compliance and customer satisfaction of Islamic banking services. Research limitations/implications This study only emphasized on the Islamic banking services of Bangladesh and thus findings of the present study may not be applicable to other service areas. Practical implications The implications of the research are twofold. First, a strong standardized effect of Islamic Shariah compliance on service quality implies that customers are very sensitive to Shariah compliance related to Islamic banking services. Next, maintaining service quality is another crucial aspect to satisfy customers of Islamic banks. Quality of services will only be materialized when all the promises made by the bank function accordingly. Therefore, strategy makers of Islamic banks should assess the customer service quality and satisfaction regularly to improve the overall service experience of customers. Originality/value Limited studies have been conducted to investigate the mediating effect of service quality on the relationship between Shariah compliance and customer satisfaction in Islamic banking services. This study provides valuable insights to Islamic bank to integrate the service quality along with Shariah compliance to enhance customer satisfaction.

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Section: Literature Reviewmentioning

confidence: 99%

The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality

Ahmed

Mohiuddin

Rahman

et al. 2021

JIMA

View full text Add to dashboard Cite

show abstract

“…Results showed a significant impact of the perceived quality of products on customer satisfaction. It was also found that there was a significant relationship between the cost of using products and the level of customer satisfaction, and customers tend to use less costly banking products (Baba et al, 2018). Also a study investigated the impact of service quality on customer loyalty and performance of Taiwan's financial institutions.…”

Section: Services Qualitymentioning

confidence: 99%

Studying Product Quality by Exploring Credit Card Customers Behaviour via Data Mining Techniques

Hassani¹,

Taati²

2020

IJQR

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Recently, the competition has increased among Iranian-banks. This provides customer's satisfaction and quality-optimization. Nowadays, Credit-card is a new and significant product for Iranian-banks. Reports show customer's demand decreased by 21% in using credit-card in 2018. This study is aimed to identify high-quality customers of credit-card and develop the product quality through creating features in accordance with to their needs in order to increase customers' satisfaction. It was conducted on 1598 credit-card holders in two-phases. First, high-quality customers were selected using data-mining tools (Kmeans/C&RT algorithm); Results show 93 high-quality customers. Second, their data was studied the way of using credit-cards and its features from customers' perspective including how to pay installments, number of facilities documents, etc. Results show that 43% and 57% customers use the credit-card as a loan-card and revolving-credit respectively. Also, most customers of revolving-credit significantly consume allocated-credit in a transaction and start paying their debt in maximum-installments.

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Factors that Influence Profit Sharing Investment Account Holders (PSIAHs) to Patronise Islamic Banks in Nigeria: An Empirical Study

Isah¹,

Rosman²,

Sharofiddin³

2023

Lecture Notes in Networks and Systems

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Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria

Cited by 4 publications

References 59 publications

The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality

The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality

Studying Product Quality by Exploring Credit Card Customers Behaviour via Data Mining Techniques

Factors that Influence Profit Sharing Investment Account Holders (PSIAHs) to Patronise Islamic Banks in Nigeria: An Empirical Study

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