StudentShare
Contact Us
Sign In / Sign Up for FREE
Search
Go to advanced search...

An Evaluation of the Service Quality of Islamic Banks in Bahrain: An Empirical Study Abstract - Dissertation Example

Cite this document
Summary
The present study aims to evaluate the service quality of Islamic banks in Bahrain. Thorugh a systematic random sample of 130 bank patrons, the study found that there was agreement on the dimensions of reliability, with strong agreement being expressed on the adherence of the bank to Islamic laws…
Download full paper File format: .doc, available for editing
GRAB THE BEST PAPER91.7% of users find it useful
An Evaluation of the Service Quality of Islamic Banks in Bahrain: An Empirical Study Abstract
Read Text Preview

Extract of sample "An Evaluation of the Service Quality of Islamic Banks in Bahrain: An Empirical Study Abstract"

Download file to see previous pages

Apart from this, employees should also be involved in planning and organizing sessions, due to their own satisfaction having a spillover effect on the customers they deal with directly. Table of Contents Chapter 1 Introduction 7 1.1     Background 7 1.2 Research Aim 8 1.3 Research Objectives 8 1.4 Rationale and Significance of the Research 9 1.5 Scope and Limitations of the Study 10 1.6 Organization of the Study 10 Chapter 2 Literature Review 11 2.1. Introduction 11 2.2. Islamic Banking 11 2.2.1.

Characteristics of Islamic Banking 12 2.2.2. Differences between Islamic Banks and Conventional Banks 13 2.3. Definition of Service 13 2.4. The Concept of Service Quality 14 2.3.1 Dimensions of Service Quality 15 2.3.2 Perceptions of Service Quality 16 2.4 Relationship Marketing, Customer Loyalty and Satisfaction 17 2.4.1 Satisfaction, Trust, and Commitment 18 2.4.2 Role of Employees 19 2.4.3 Customer Participation 19 2.5 SERVQUAL 20 2.6 Service Quality and Banks 21 2.7 Service Quality and Islamic Banks 22 2.

8 Conclusion 23 Chapter 3 Methodology 24 3.1. Introduction 24 3.2    Research Philosophy and Approach 25 3.3 Research Design 25 3.4 Research Methodology 25 3.5 Hypotheses 28 3.6 Sampling 30 3.7 Instrument 32 3.8 Reliability and Validity 33 3.9 Procedure for Data Collection 34 3.10. Data Analysis 35 3.11    Summary 36 Chapter 4 Findings 37 4.1 Introduction 37 4.2    Results of Demographic Profile 37 4.3 Mean Ratings on Expectations Across Dimensions 42 4.4 Mean Ratings on Perceptions Across Dimensions 46 4.

5 Mean Gap Scores Across Dimensions 51 4.6 Analysis of Expectations by Demographic Categories 52 4.7 Analysis of Perceptions by Demographic Categories 54 4.8 Analysis of Gaps 58. Services have been the fastest growing segment of the world economy (Bick, Abratt & Möller, 2010). The biggest challenge in services is customer satisfaction as this depends upon the quality of service delivery. Service quality is a critical issue in the service industry and particularly in the financial services sector such as banks as the products are difficult for consumers to differentiate.

Quality of service depends on how the service is delivered during the process and how the service is perceived during and after it is delivered. The American Customer Satisfaction Index (ACSI), which conducted interviews with over 50,000 consumers about satisfaction with some 200 companies in 35 industries in its report finds that the consumer satisfaction index has been consistently declining since its inception in 1994 (Allred & Addams, 2000). The banking industry in particular, has posed a cause for concern because customers perceive that service had not improved over the past five years.

Some even expressed that it had declined. Errors such as mistakes in their current account can impact customer satisfaction and the overall experience with the bank. High overall service quality leads to enhanced customer satisfaction, improved customer retention, and a favorable image for the financial institution (Ladhari, 2009).

...Download file to see next pages Read More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“An Evaluation of the Service Quality of Islamic Banks in Bahrain: An Dissertation”, n.d.)
Retrieved de https://studentshare.org/marketing/1390343-an-evaluation-of-the-service-quality-of-islamic-banks-in-bahrain-an-empirical-study-abstract
(An Evaluation of the Service Quality of Islamic Banks in Bahrain: An Dissertation)
https://studentshare.org/marketing/1390343-an-evaluation-of-the-service-quality-of-islamic-banks-in-bahrain-an-empirical-study-abstract.
“An Evaluation of the Service Quality of Islamic Banks in Bahrain: An Dissertation”, n.d. https://studentshare.org/marketing/1390343-an-evaluation-of-the-service-quality-of-islamic-banks-in-bahrain-an-empirical-study-abstract.
  • Cited: 0 times

CHECK THESE SAMPLES OF An Evaluation of the Service Quality of Islamic Banks in Bahrain: An Empirical Study Abstract

Growth of Islamic Banking in the UK in the Context of Financing Techniques

he paper covers the competition faced by islamic banks from conventional banks and the level of ethical compliance ensured by islamic banks.... Competition with conventional banks Warren Edwardes says that "Given a choice between a pure Islamic bank and a highly rated reputable international bank providing the same service, a client would rather go to the one that has a brand name than the one that provides Islamic-only services, without the brand name - so special purpose islamic banks will just have to keep innovating to stay in business just like the old British Merchant Banks"(Warren, 2002)....
17 Pages (4250 words) Case Study

Knowledge Management and IT Services - Islamic Bank of Britain

No doubt, explicit knowledge is the knowledge that is clearly articulated and in businesses, such knowledge is often collected, stored and discrete as management information of islamic Bank of Britain (Bose, R.... More highly, IT enters into a new era where operational fineness counts, IT organization are focusing labors on humanizing IT service levels as also reducing the service release and service support cost as a key driver for delivering IT value.... This paper also exemplifies how risk and control subject on map COBIT control approach, also how ITIL advantage the organization from the service support and service release that been careful as the heart of the ITIL structure for IT service management (Alpar, P....
10 Pages (2500 words) Case Study

Evaluation of Bank Performance

The study "evaluation of Bank Performance" presents an analysis of banks' performance using published accounting data for the problems to be threshed out early on and government intervention to protect the public's savings and preserve the public trust in the safety of the banking system in general.... hellip; banks are the most important institutions in a country's financial system.... Through the well-oiled machinery by which banks attract deposits and loan this out to borrowers, capital for production is generated....
7 Pages (1750 words) Case Study

Entry Strategy for the Company into Bahrain

The legal system is based on the combination of islamic law and the English common law.... The paper “Entry Strategy for the Company into bahrain” focuses on Precision Photonics Corporation, a Colorado-based firm that manufactures optical components, assemblies, and coatings.... The word bahrain means two seas.... bahrain has for the last 40 years hosted US naval and the US 5th fleet headquarters (Al Muraikhi 23)....
8 Pages (2000 words) Case Study

ABU DHABI ISLAMIC BANK - CASE STUDY

The islamic banks briefed the spirit of Islamic finance, which focuses on the practice that loans are interest free mainly for the charitable bodies; nevertheless, the principles are based on the profit and loss sharing (PLS) system.... The Islamic banking witnessed growth since the inception of Dubai islamic banks Islamic banking became popular in Arab countries by 2003 and also in Malaysia.... In the last five years, islamic banks had witnessed rapid growth in assets, which have doubled during the period (ADIB, 2014a)....
10 Pages (2500 words) Case Study

Hedging Current Islamic Bank Managers

certify that, except where cited in the text, this work is the result of research carried out by the author of this study.... The main content of the study which has been presented contains work that has not previously been reported anywhere.... The paper "Hedging Current islamic Bank Managers" describes that a need exists for islamic business people to improve compliance with agreements because unfortunately it has been noticed that legal risks associated with non-compliance are high in many countries....
10 Pages (2500 words) Case Study

Information Technology Infrastructure Investment: Dubai Islamic Bank

banks in this country are classified under two categories – Locally Incorporated banks, public shareholding companies which are licensed under the provisions of the Union law of the country, and foreign banks, which have received licenses from the central bank.... The country also has several investment banks (Commercial and Investment banks, n.... "Information Technology Infrastructure Investment: Dubai islamic Bank" paper argues that the bank should realize that its IT expenditure is going to give it a headway in the quest of becoming a frontrunner in the field of banking, however, it will be left on the management to adopt better practices....
9 Pages (2250 words) Case Study

Evaluation of Performance of a Bank Using Published Accounting Data

Since there are various factors, which can be used for the evaluation of the performance of a bank; therefore, a brief overview is important to get an idea about them.... This paper "evaluation of Performance of a Bank Using Published Accounting Data" discusses accounting data that is commonly used to analyze the performance of banks.... The different performance measures used by the banks for evaluating their performance are the same.... The banks evaluate their performance to find out the outcomes of previous decisions of management....
7 Pages (1750 words) Case Study
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Contact Us