Prioritizing service quality factors in Iranian Islamic banking using a fuzzy approach

Abstract

Purpose -The aim of the present research is firstly to examine and recognize the quality elements of services in the banks by SERVQUAL instrument and some Islamic banking factors. Secondly, the aim is to prioritize these factors based on fuzzy TOPSIS. Fuzzy logic provides a useful tool for dealing with decisions in which the phenomena are vague. Design/methodology/approach -The present research was performed among bank customers. The required information was gathered through a designed questionnaire. Using fuzzy set theory, customers' perceptions of service quality are generally expressed subjectively in vague linguistic terms, and this paper tries to apply a fuzzy approach to service quality. Findings -The result of this study shows that "short and suitable queue" and "confident and reliable staff" are the most important quality factors in bank service and on the other hand, "being equal with Islamic doctrines" and "accessible branches" are the least significant factors of service quality in the view of Iranian bank customers. Practical implications -The results of the present research will be useful for bank decision makers to pay particular attention to indicators of most or least importance. Originality/value -The concept of ranking quality factors in banking service using fuzzy TOPSIS is a new approach, especially in the field of Islamic banking. Banks have huge budgets, which can then be allocated for indicators of higher importance when the importance of each factor is determined.

Service quality of property managers of shopping complexes in Ibadan, Nigeria

“… true normalSQI true¯ of 3.28 showed that occupiers of shopping complexes in the study area rated the services of property managers under empathy dimension to be “fair.” This could be that property managers in the study area lack customer relations. This finding confirmed the work of Amirzadeh and Reza Shoorvarzy (2013) and proved that the empathy dimension of banking SQ was low quality.…”

“…The SERVPERF model measured SQ solely based on performance to suggest that performance-based measure explains the variance in the overall measure of SQ better, and this assertion has been supported by scholars such as Boulding et al (1993) and Gupta and Singh (2017) that the SERVPERF model indicated superiority in terms of its reliability, convergent and discriminant validity. Researchers have used both SERVQUAL and PERVSERV models to identify and measure SQ in varied service sectors, such as real estate agency (Araloyin and Ojo, 2011), facility management (Ikediashi et al , 2015), shopping center management (Harmse, 2014), quantity surveying services (Procter and Rwelamila, 1999; Akinsiku, 2014), transportation service (Aydin, 2017; Deb and Ahmed, 2018), banking services (Fragoso and Espinoza, 2017; Amirzadeh and Reza Shoorvarzy, 2013) and restaurant service (Namin, 2017), among others.…”

“…The study further found that fare as the second SQ factor that needs to be improved so also is safety in stations. Amirzadeh and Reza Shoorvarzy (2013) examined elements of services in Iranian banks using the SERVQUAL measure. The study indicated that reliable and confident staff and suitable and short queue are important factors of quality for customers.…”

Innovation diffusion theory and customers’ behavioral intention for Islamic credit card

“…In fact, an important way to make a strong competitive position would be consumer needs accurately and completely understanding. Today, no organization would be successful except it attract and retain enough consumers (Amirzadeh and Shoorvarzy, 2013). Therefore, this study is beneficial for practitioners by offering insight into choice criteria for ICC.…”

Influence of Service Quality on Muslim Customers’ Satisfaction towards Islamic Banking: A Study on Malaysian Islamic Banks

“…Despite the fact that much effort is being invested by researchers along with academicians toward understanding the concept service quality regarding Islamic banking, however, less is known about service quality and customer satisfaction as well as loyalty regarding Islamic banking compared to its conventional counterpart. Moreover, researchers have also claimed that the application of SERVQUAL is at an initial stage in the Islamic banking sector (Amirzadeh and Shoorvarzy, 2013). This calls for further investigation of service quality in the context of Islamic banking.…”