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 contributionpeer-review

    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
    Country/TerritoryNew Zealand
    CityAuckland
    Period1/12/134/12/13

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