The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain
The quality of service plays a vital role in any service-related economic sector, including in the banking services industry. While the service sector is a major contributor to economic activity,in-depth study on service quality and its impact on customer satisfaction have been largely overlooked. M...
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2016
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| Online Access: | http://irep.iium.edu.my/54451/ http://irep.iium.edu.my/54451/1/AsShjarah-Khaliq-%20Saad%20Mateen.pdf http://irep.iium.edu.my/54451/7/54451_THE%20IMPACT%20OF%20SERVICE%20QUALITY%20ON%20CUSTOMER_WoS.pdf http://irep.iium.edu.my/54451/13/54451_The%20impact%20of%20service%20quality%20on%20customer%20satisfaction_scopus.pdf |
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iium-544512017-10-10T04:03:56Z http://irep.iium.edu.my/54451/ The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain Ahmed, Saad Mateen Khaliq, Ahmad Jan, Muhammad Tahir HG1501 Banking HG4001 Financial management. Business finance. Corporation finance. The quality of service plays a vital role in any service-related economic sector, including in the banking services industry. While the service sector is a major contributor to economic activity,in-depth study on service quality and its impact on customer satisfaction have been largely overlooked. Moreover, all organizations seek quality, particularly those in the service sector, and this holds true in the banking sector. The role of service quality in the survival and success of Bahraini banks have failed to acknowledge its significant impact on the industry’s competitiveness. In service organizations, enhancing service quality is now considered as the most important step in gaining a competitive edge in the market. Bahraini Islamic banking services quality is the focus of this study. To measure Islamic banks services quality, as perceived by market followed by customer satisfaction and loyalty, eventual increased market share and increase in potential customers, enhanced productivity, increased profitability in Islamic banking business in Bahrain, are inevitable. Hence the objectives for this study would be to examine the impact of service quality on customer satisfaction and customer loyalty.The present research is expected to acknowledge achievement of customer satisfaction and customer loyalty through the measurement of service quality and to provide recommendations in developing an effective Islamic banking service quality. Therefore, any research effort undertaken to enhance the service quality of the Islamic Banks in Bahrain should be considered as an important attempt to significantly contribute and support the Islamic banking institution. This study will also provide practitioners innovative ideas for refining quality of services with the purpose of achieving a competitive advantage in the Islamic Retail Banking sector in Bahrain. 2016 Article PeerReviewed application/pdf en http://irep.iium.edu.my/54451/1/AsShjarah-Khaliq-%20Saad%20Mateen.pdf application/pdf en http://irep.iium.edu.my/54451/7/54451_THE%20IMPACT%20OF%20SERVICE%20QUALITY%20ON%20CUSTOMER_WoS.pdf application/pdf en http://irep.iium.edu.my/54451/13/54451_The%20impact%20of%20service%20quality%20on%20customer%20satisfaction_scopus.pdf Ahmed, Saad Mateen and Khaliq, Ahmad and Jan, Muhammad Tahir (2016) The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain. Al-Shajarah. pp. 261-281. E-ISSN 1394-6870 |
| repository_type |
Digital Repository |
| institution_category |
Local University |
| institution |
International Islamic University Malaysia |
| building |
IIUM Repository |
| collection |
Online Access |
| language |
English English English |
| topic |
HG1501 Banking HG4001 Financial management. Business finance. Corporation finance. |
| spellingShingle |
HG1501 Banking HG4001 Financial management. Business finance. Corporation finance. Ahmed, Saad Mateen Khaliq, Ahmad Jan, Muhammad Tahir The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain |
| description |
The quality of service plays a vital role in any service-related economic sector, including in the banking services industry. While the service sector is a major contributor to economic activity,in-depth study on service quality and its impact on customer satisfaction have been largely overlooked. Moreover, all organizations seek quality, particularly those in the service sector, and this holds true in the banking sector. The role of service quality
in the survival and success of Bahraini banks have failed to
acknowledge its significant impact on the industry’s competitiveness. In service organizations, enhancing service quality is now considered as the most important step in gaining a competitive edge in the market.
Bahraini Islamic banking services quality is the focus of this study. To measure Islamic banks services quality, as perceived by market followed by customer satisfaction and loyalty, eventual increased market share and increase in potential customers, enhanced productivity, increased profitability in Islamic banking business in Bahrain, are inevitable. Hence the objectives for this study would be to examine the impact of service quality on customer
satisfaction and customer loyalty.The present research is expected to acknowledge achievement of customer satisfaction and customer loyalty through the measurement of service quality and to provide recommendations in
developing an effective Islamic banking service quality. Therefore, any research effort undertaken to enhance the service quality of the Islamic Banks in Bahrain should be considered as an important attempt to significantly contribute and support the Islamic banking institution. This study will also provide practitioners innovative ideas
for refining quality of services with the purpose of achieving a competitive advantage in the Islamic Retail Banking sector in Bahrain. |
| format |
Article |
| author |
Ahmed, Saad Mateen Khaliq, Ahmad Jan, Muhammad Tahir |
| author_facet |
Ahmed, Saad Mateen Khaliq, Ahmad Jan, Muhammad Tahir |
| author_sort |
Ahmed, Saad Mateen |
| title |
The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain |
| title_short |
The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain |
| title_full |
The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain |
| title_fullStr |
The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain |
| title_full_unstemmed |
The impact of service quality on customer satisfaction and customer loyalty: an empirical study on Islamic banks in Bahrain |
| title_sort |
impact of service quality on customer satisfaction and customer loyalty: an empirical study on islamic banks in bahrain |
| publishDate |
2016 |
| url |
http://irep.iium.edu.my/54451/ http://irep.iium.edu.my/54451/1/AsShjarah-Khaliq-%20Saad%20Mateen.pdf http://irep.iium.edu.my/54451/7/54451_THE%20IMPACT%20OF%20SERVICE%20QUALITY%20ON%20CUSTOMER_WoS.pdf http://irep.iium.edu.my/54451/13/54451_The%20impact%20of%20service%20quality%20on%20customer%20satisfaction_scopus.pdf |
| first_indexed |
2023-09-18T21:17:04Z |
| last_indexed |
2023-09-18T21:17:04Z |
| _version_ |
1777411633159602176 |