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

Abu SALEH, Ali QUAZI, Sanjaya Gaur

Research output: A Conference proceeding or a Chapter in BookConference 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 languageEnglish
Title of host publication2013 Australia New Zealand Marketing Academy Conference (ANZMAC)
EditorsRod Brodie
Place of PublicationAuckland
PublisherAustralian and New Zealand Academy of Management (ANZAM)
Pages1-7
Number of pages7
Volume1
ISBN (Print)9780646563305
Publication statusPublished - 2013
EventAustralian and New Zealand Academy of Management, ANZMAC 2013: Engineering in Our Future - Auckland, Auckland, New Zealand
Duration: 1 Dec 20134 Dec 2013

Conference

ConferenceAustralian and New Zealand Academy of Management, ANZMAC 2013
Abbreviated titleANZMAC 2013
CountryNew Zealand
CityAuckland
Period1/12/134/12/13

Fingerprint

Banking sector
Quality of service
Comparative study
Islamic banking
Service satisfaction
Islamic financial institutions
Comparative research
Service quality
Service management
Banking services
Management strategy
Bangladesh

Cite this

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). Auckland: Australian and New Zealand Academy of Management (ANZAM).
SALEH, Abu ; QUAZI, Ali ; Gaur, Sanjaya. / A comparative study of service quality measures in conventional and islamic banking. 2013 Australia New Zealand Marketing Academy Conference (ANZMAC). editor / Rod Brodie. Vol. 1 Auckland : Australian and New Zealand Academy of Management (ANZAM), 2013. pp. 1-7
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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.

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 BookConference contribution

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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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SALEH A, QUAZI A, Gaur S. A comparative study of service quality measures in conventional and islamic banking. In Brodie R, editor, 2013 Australia New Zealand Marketing Academy Conference (ANZMAC). Vol. 1. Auckland: Australian and New Zealand Academy of Management (ANZAM). 2013. p. 1-7