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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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).