A comparative study of service quality measures in conventional and islamic banking

Abu SALEH; Ali QUAZI; Sanjaya Gaur

A comparative study of service quality measures in conventional and islamic banking

Management

Research output: A Conference proceeding or a Chapter in Book › Conference contribution

Abstract

The research establishes an inter-link between service quality and satisfaction through the dimensions of banking services in a comparative research setting. An extended theoretical model rooted in the SERVQUAL framework has been developed and tested using quantitative technique (SEM). The data for the study were collected from sample of 225 clients from conventional banks and 229 from Islamic banks in Bangladesh. The results suggest that the quality of services provided by Islamic banking sector are superior that those of the conventional sector. The findings have important implications for the development of service management strategies for both conventional and Islamic banking sectors for present and potential clients

Original language	English
Title of host publication	2013 Australia New Zealand Marketing Academy Conference (ANZMAC)
Editors	Rod Brodie
Place of Publication	Auckland
Publisher	Australian and New Zealand Academy of Management (ANZAM)
Pages	1-7
Number of pages	7
Volume	1
ISBN (Print)	9780646563305
Publication status	Published - 2013
Event	Australian and New Zealand Academy of Management, ANZMAC 2013: Engineering in Our Future - Auckland, Auckland, New Zealand Duration: 1 Dec 2013 → 4 Dec 2013

Conference

Conference	Australian and New Zealand Academy of Management, ANZMAC 2013
Abbreviated title	ANZMAC 2013
Country	New Zealand
City	Auckland
Period	1/12/13 → 4/12/13

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SALEH, A., QUAZI, A., & Gaur, S. (2013). A comparative study of service quality measures in conventional and islamic banking. In R. Brodie (Ed.), 2013 Australia New Zealand Marketing Academy Conference (ANZMAC) (Vol. 1, pp. 1-7). Australian and New Zealand Academy of Management (ANZAM). http://pandora.nla.gov.au/pan/25410/20140311-1105/anzmac.org/conference/2013/papers/anzmac2013-337.pdf

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abstract = "The research establishes an inter-link between service quality and satisfaction through the dimensions of banking services in a comparative research setting. An extended theoretical model rooted in the SERVQUAL framework has been developed and tested using quantitative technique (SEM). The data for the study were collected from sample of 225 clients from conventional banks and 229 from Islamic banks in Bangladesh. The results suggest that the quality of services provided by Islamic banking sector are superior that those of the conventional sector. The findings have important implications for the development of service management strategies for both conventional and Islamic banking sectors for present and potential clients",

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booktitle = "2013 Australia New Zealand Marketing Academy Conference (ANZMAC)",

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SALEH, A , QUAZI, A & Gaur, S 2013, A comparative study of service quality measures in conventional and islamic banking. in R Brodie (ed.), 2013 Australia New Zealand Marketing Academy Conference (ANZMAC). vol. 1, Australian and New Zealand Academy of Management (ANZAM), Auckland, pp. 1-7, Australian and New Zealand Academy of Management, ANZMAC 2013, Auckland, New Zealand, 1/12/13. <http://pandora.nla.gov.au/pan/25410/20140311-1105/anzmac.org/conference/2013/papers/anzmac2013-337.pdf>

A comparative study of service quality measures in conventional and islamic banking. / SALEH, Abu ; QUAZI, Ali; Gaur, Sanjaya.

2013 Australia New Zealand Marketing Academy Conference (ANZMAC). ed. / Rod Brodie. Vol. 1 Auckland : Australian and New Zealand Academy of Management (ANZAM), 2013. p. 1-7.

Research output: A Conference proceeding or a Chapter in Book › Conference contribution

TY - GEN

T1 - A comparative study of service quality measures in conventional and islamic banking

AU - SALEH, Abu

AU - QUAZI, Ali

AU - Gaur, Sanjaya

PY - 2013

Y1 - 2013

N2 - The research establishes an inter-link between service quality and satisfaction through the dimensions of banking services in a comparative research setting. An extended theoretical model rooted in the SERVQUAL framework has been developed and tested using quantitative technique (SEM). The data for the study were collected from sample of 225 clients from conventional banks and 229 from Islamic banks in Bangladesh. The results suggest that the quality of services provided by Islamic banking sector are superior that those of the conventional sector. The findings have important implications for the development of service management strategies for both conventional and Islamic banking sectors for present and potential clients

AB - The research establishes an inter-link between service quality and satisfaction through the dimensions of banking services in a comparative research setting. An extended theoretical model rooted in the SERVQUAL framework has been developed and tested using quantitative technique (SEM). The data for the study were collected from sample of 225 clients from conventional banks and 229 from Islamic banks in Bangladesh. The results suggest that the quality of services provided by Islamic banking sector are superior that those of the conventional sector. The findings have important implications for the development of service management strategies for both conventional and Islamic banking sectors for present and potential clients

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KW - conventional bank

KW - islamic bank

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PB - Australian and New Zealand Academy of Management (ANZAM)

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