Customer satisfaction in the digital era: evidence from Islamic banking

Abstract

PurposeBased upon an extended SERVQUAL model, this paper attempts to contribute to the Islamic banking literature by examining the impact of digitalization, as a service quality dimension, on customer satisfaction.Design/methodology/approachTwo dimensions, i.e. digitalization and compliance are added to the existing SERVQUAL model of five dimensions. Results are drawn from a self-completed survey of a convenience sample of 145 Tunisian Islamic bank customers for the year 2018. Factor analysis and regression analysis are used to determine factor structure and determine the impact of service quality dimensions, especially digitalization, on customer satisfaction in Islamic banking.FindingsThe factor analysis extracted five dimensions of service quality, i.e. confidence, compliance, digitalization, tangibles and human skills. The paper demonstrates a positive and significant relationship between the main dimensions of customer service quality and customer satisfaction, except for tangibles.Research limitations/implicationsAlthough the outcomes lend support to the extended SERVQUAL model, the results are derived based on a relatively small sample size in one country (Tunisia). This limits the generalizability of the study results. It might also be useful to enlarge the study sample and include a comparison between Islamic versus conventional banking about service quality and customer satisfaction.Managerial implications:To remain competitive, Tunisian Islamic banks need to pay attention to the way the services are delivered and not take it for granted that customers are only focusing on compliance. Dealing henceforth with Generation Y customers, they must persevere in bringing their customer service into the digital era.Originality/valueThis study is one of few which try to investigate the drivers of customer satisfaction for Islamic banks in a Digital Era. It reveals that although customers pay special attention to Sharia’ laws, the way services are delivered matters to them too. From now on, digital banking must appear among the Islamic bank features to stay relevant in the Digital Era.

The Risk Landscape within FinTech and InsurTech Business Models

“…While the five dimensions of SERVQUAL have become popular and widely used, this framework has also received many theoretical and practical criticisms. Several authors have recently tried to modify the classical model by adding new dimensions (Zouari and Abdelhedi 2021;Carrasco et al 2012;Tumsekcali et al 2021;Lizarelli et al 2021). We use SERVQUAL to confirm that the classical five dimensions show a statistical relationship with customer satisfaction in the new digital age.…”

“…Meanwhile, Lizarelli et al (2021) propose an integrative framework involving SERVQUAL, Analytical Kano (A-Kano), and QFD using fuzzy approaches (Fuzzy Inference System and 2-tuple fuzzy linguistic representation) to design and improve services. Zouari and Abdelhedi (2021) propose adding two new dimensions to the existing SERVQUAL model of five dimensions: digitalization and compliance. Although their outcomes lend support to the extended SERVQUAL model, the results are derived based on a relatively average sample size in one country (Tunisia).…”

“…In addition, this study also takes into account the national dimension, as different cultures may relate differently to customer satisfaction (Pakurár et al 2019;Zouari and Abdelhedi 2021). This study adds to the literature on customer satisfaction in the context of the banking sector in the digital age by taking a practical view of the situation of the banks in Northern India.…”

Model Evaluasi Dosen Metodologi Ekonomi Islam Oleh Mahasiswa Selama Pandemi Covid 19

“…Pendekatan kedua diambil dari konsep manajemen pemasaran untuk mengeksplorasi dimensi yang diperlukan sebagai patokan mengukur kepuasan mahasiswa. Dimensi yang digunakan adalah lima dimensi mutu yang dikembangkan oleh Parasurman, yaitu wujud, keandalan, daya tanggap, jaminan, dan empati (Zouari & Abdelhedi, 2021). Dimensi wujud mencakup bentuk fisik fasilitas, sarana, prasarana, karyawan, dan media-media komunikasi; dimensi keandalan mencakup kemampuan memenuhi layanan yang dijanjikan secara akurat; dimensi daya tanggap mencakup kesediaan membantu pelanggan dan menyediakan layanan; dimensi jaminan mencakup pengetahuan, kesediaan, dan kemampuan karyawan untuk meyakinkan pelanggan; dimensi empati mencakup perhatian terhadap pelanggan (Milner & Furnham, 2017, hlm.…”

Customer Satisfaction Analysis of Sharia Laundry Performance in Sharia Economic Perspective

“…In the Koran surah al-Maidah ( 5 An economic transaction is certainly not free from sales and purchases which is described in the form of consumer (customer) satisfaction with the product or service obtained from the sale (Wagner & Eidenmuller, 2019). Concerning the provision of consumer services, Islam has set out various ways to produce quality services for its customers (Zouari & Abdelhedi, 2021). Achieving the best quality of service in an organization or company requires a solid Islamic management building foundation or also called total Islamic quality where the building foundation is sourced from the Quran and Hadith and can be formed if the following instruments are, namely:…”