Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)

The main purpose of this study is to identify the customers’ requirements, the corresponding technical requirements and aligning both of these requirements by using a well-known service quality improvement tool, namely, Quality Function Deployment (QFD). In this study, a mixed method approach were u...

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Main Authors:	Islam, Muhummad Khairul, Islam, Rafikul, Mohd. Israil, Khaliq Ahmad
Format:	Conference or Workshop Item
Language:	English English English
Published:	2019
Subjects:	HG3368 Islamic Banking and Finance
Online Access:	http://irep.iium.edu.my/73283/ http://irep.iium.edu.my/73283/ http://irep.iium.edu.my/73283/1/Rafikul_AGBA%20slides.pdf http://irep.iium.edu.my/73283/18/73283%20programme%20schedule.pdf http://irep.iium.edu.my/73283/3/AGBA%20Attendance%20Certificate.pdf

id	iium-73283
recordtype	eprints
spelling	iium-732832019-07-18T02:03:46Z http://irep.iium.edu.my/73283/ Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD) Islam, Muhummad Khairul Islam, Rafikul Mohd. Israil, Khaliq Ahmad HG3368 Islamic Banking and Finance The main purpose of this study is to identify the customers’ requirements, the corresponding technical requirements and aligning both of these requirements by using a well-known service quality improvement tool, namely, Quality Function Deployment (QFD). In this study, a mixed method approach were used where, questionnaires survey and interviews were conducted for data collection. Data were collected from customers, employees and executive officers (altogether 347 in number of respondents) from seven Islamic banks on personal contact basis. From the data analysis in the first stage, this research revealed that customers’ perceived expectations are higher than the services delivered. Later on, the researcher compiled altogether 45 customers’ requirements (‘what’) and 47 technical requirements (‘how’) for further enhancement of service quality of Islamic banks in Bangladesh. Finally, the QFD exercise was carried out to prioritize the technical requirements (‘hows’), which will eventually guide implementation of the necessary measures to improve the overall quality of the Islamic banks in Bangladesh. This research contributes to the existing body of knowledge in field of academics and findings are expected to provide guidelines for enhancing satisfaction level of customers of the Islamic banks in Bangladesh. 2019 Conference or Workshop Item NonPeerReviewed application/pdf en http://irep.iium.edu.my/73283/1/Rafikul_AGBA%20slides.pdf application/pdf en http://irep.iium.edu.my/73283/18/73283%20programme%20schedule.pdf application/pdf en http://irep.iium.edu.my/73283/3/AGBA%20Attendance%20Certificate.pdf Islam, Muhummad Khairul and Islam, Rafikul and Mohd. Israil, Khaliq Ahmad (2019) Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD). In: 16th World Congress of Academy for Global Business Advancement, 2nd-4th July 2019, New Delhi, India. (Unpublished) https://www.agba.us/latest-conference.html#
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English English
topic	HG3368 Islamic Banking and Finance
spellingShingle	HG3368 Islamic Banking and Finance Islam, Muhummad Khairul Islam, Rafikul Mohd. Israil, Khaliq Ahmad Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)
description	The main purpose of this study is to identify the customers’ requirements, the corresponding technical requirements and aligning both of these requirements by using a well-known service quality improvement tool, namely, Quality Function Deployment (QFD). In this study, a mixed method approach were used where, questionnaires survey and interviews were conducted for data collection. Data were collected from customers, employees and executive officers (altogether 347 in number of respondents) from seven Islamic banks on personal contact basis. From the data analysis in the first stage, this research revealed that customers’ perceived expectations are higher than the services delivered. Later on, the researcher compiled altogether 45 customers’ requirements (‘what’) and 47 technical requirements (‘how’) for further enhancement of service quality of Islamic banks in Bangladesh. Finally, the QFD exercise was carried out to prioritize the technical requirements (‘hows’), which will eventually guide implementation of the necessary measures to improve the overall quality of the Islamic banks in Bangladesh. This research contributes to the existing body of knowledge in field of academics and findings are expected to provide guidelines for enhancing satisfaction level of customers of the Islamic banks in Bangladesh.
format	Conference or Workshop Item
author	Islam, Muhummad Khairul Islam, Rafikul Mohd. Israil, Khaliq Ahmad
author_facet	Islam, Muhummad Khairul Islam, Rafikul Mohd. Israil, Khaliq Ahmad
author_sort	Islam, Muhummad Khairul
title	Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)
title_short	Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)
title_full	Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)
title_fullStr	Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)
title_full_unstemmed	Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)
title_sort	service quality enhancement of bangladesh islamic banks: an application of quality function deployment (qfd)
publishDate	2019
url	http://irep.iium.edu.my/73283/ http://irep.iium.edu.my/73283/ http://irep.iium.edu.my/73283/1/Rafikul_AGBA%20slides.pdf http://irep.iium.edu.my/73283/18/73283%20programme%20schedule.pdf http://irep.iium.edu.my/73283/3/AGBA%20Attendance%20Certificate.pdf
first_indexed	2023-09-18T21:43:54Z
last_indexed	2023-09-18T21:43:54Z
_version_	1777413321664757760

Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)

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