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Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach

Abduh, Muhamad and Othman, Abdallah A.M. (2014) Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach. Journal of Islamic Economics, Banking and Finance, 10 (2). pp. 103-113. ISSN 2070-4658

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The landscape of modern financial institution has seen its dominance not only by conventional banks but also Islamic banking system. The intense competition brought about due to this development has earned service quality an important determinant of customer loyalty. As such this study is aimed at evaluating the service quality of Islamic banks, particularly in the UAE. The analysis is done using descriptive statistics and importance-performance analysis method. The finding shows that attributes plotted in quadrant “concentrate here” are speedy approval of financing proposal, speedy approval of opening new account, cost of services and products, and Islamic working environment. It shows that the performance of those attributes needs to be improved in order to maintain existing and attract new customers. Meanwhile, attributes plotted in quadrant “possible overkill” are internet banking and variety of the banking products. Hence, effective and efficient services are still considered as the main factors affecting customer satisfaction and bank management should wisely and carefully manage those attributes in the future.

Item Type: Article (Journal)
Additional Information: 6777/37323
Uncontrolled Keywords: Service quality, importance-performance analysis, Islamic banks, UAE
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc > BP1 Islam > BP173.75 Islam and economics
H Social Sciences > HG Finance > HG1501 Banking
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Institute of Islamic Banking & Finance (IIiBF)
Depositing User: Dr Muhamad Abduh
Date Deposited: 14 Jul 2014 11:15
Last Modified: 19 Jun 2018 14:55
URI: http://irep.iium.edu.my/id/eprint/37323

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