Bank Service Quality (BSQ) Index

Suhaimi, Rosita; Saban, Gluma; Hamali, Jamil

doi:10.1108/02656711111132571

Cited by 83 publications

(38 citation statements)

References 34 publications

(28 reference statements)

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“…Abdullah et al (2011) to identify the quality of services for the banking sector, so that the term iBSQ is used to reflect the quality of service and Imaging for Islamic banking in Indonesia.…”

Section: Islamic Bank Service Qualitymentioning

confidence: 99%

“…Other research Abdullah et al (2011) a measure of the quality of service on conventional banks and Islamic banks to adopt 34 items of the quality of service Parasuraman, Zeithaml & Berry (1985). Their research give new instruments with 22 the item for the quality of a special service of banking industry which is the system of services, reliability and responsive.…”

Section: Islamic Bank Service Qualitymentioning

confidence: 99%

“…IBSQ in this study combines research and adopt Othman and Owen (2001) were the first to introduce the Islamic compliance with the quality of service and research Abdullah et al (2011) that designed the new measurement instruments in the banking sector and identify the 3-dimensional system service, responsiveness and reliability. But Abdullah et al (2011) research on the banking sector in Malaysia is only the third such test uni-dimensions, reliability and validity with the analysis of factors without testing it with other variables such as customer satisfaction and trust.…”

Section: Islamic Bank Service Qualitymentioning

confidence: 99%

“…Kotler (1997) stated that most of customers were no longer willing to accept and tolerate low quality service and performance of their bank partner. Abdullah et al (2011) who recently found a specific model of quality service of bank, i.e. service systems, responsive and reliability tested as an un-dimensional and suggested for further research to test in multidimensional.…”

Section: Introductionmentioning

confidence: 99%

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Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia

Misbach¹,

Surachman²,

Hadiwidjojo³

et al. 2013

IJBM

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Main theme that is always to be a hot topic for the management of Islamic banking is how to find an appropriate way to expand its market Islamic banking. Current market contribution of Islamic banking is only around 2% of the total national banking and only 1.6% of Muslims in Indonesia who use Islamic banks for their transactions and investment. It showed that customers have low interest on Islamic bank. Objectives of this research were to analyze the influence of service quality of Islamic bank on customer satisfaction and trust. Survey on 130 respondents in the city of Makassar, Indonesia was conducted to collect information to explore the relationship between customer perception of the service quality of Islamic bank, satisfaction and trust. Accidental sampling was used to select the respondents with criteria of not an employee of the bank, have transaction of more than once per month and use more than one product and service of the Islamic banking. The Structural Equation Model (SEM) is used to analyze the direct and indirect relationship between Islamic bank service quality, satisfaction and trust. The findings of this research were that service quality of Islamic bank had significantly of influence on customers' satisfaction and then on their trust. Responsiveness of Islamic bank service was as the strongest attraction for customers to the Islamic bank. On the other hand, compliance was as the weakest attraction to the Islamic bank. Customers' satisfaction played an important role to support service quality of Islamic bank in influencing trust.

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Section: Islamic Bank Service Qualitymentioning

confidence: 99%

Section: Islamic Bank Service Qualitymentioning

confidence: 99%

Section: Islamic Bank Service Qualitymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia

Misbach¹,

Surachman²,

Hadiwidjojo³

et al. 2013

IJBM

View full text Add to dashboard Cite

show abstract

“…In relation to this, financial institutions are re-examining how they currently perceive their customers' needs and developing the business plans needed to align them strategically to remain competitive (Abdullah, Suhaimi, Saban and Hamali, 2011).…”

Section: Efficiency In Banking Servicesmentioning

confidence: 99%

Towards an analysis of "banking solutions" from the perspective of exporting companies in Brazil

Mataveli¹,

Gil

Ayala

2015

Proceedings of the 2nd International Symposium on Partial Least Squares Path Modeling: The Conference for PLS Users

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Banks in Brazil play a major role in the internationalization process of companies providing financial products and services. To examine this role, a model containing four concepts is analysed, these being "banking solutions" as the dependent variable and "relational capital", "bank efficiency" and "technologies in services" as independent variables. Through a variance-based structural equation model (SEM), the outcome of this analysis reveals that two independent variables ("relational capital" and "bank efficiency") have a significant and positive impact on the use of banking solutions. Also, from the export company vision it is found that "knowledge barriers" to export moderate the relationship between "bank efficiency" and "banking solutions". Guidelines for potential future research on the subject are provided.

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