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Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD)

Islam, Muhummad Khairul and Islam, Rafikul and Mohd. Israil, Khaliq Ahmad (2019) Service quality enhancement of Bangladesh Islamic Banks: an application of Quality Function Deployment (QFD). In: 16th World Congress of Academy for Global Business Advancement, 2nd-4th July 2019, New Delhi, India. (Unpublished)

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Abstract

The main purpose of this study is to identify the customers’ requirements, the corresponding technical requirements and aligning both of these requirements by using a well-known service quality improvement tool, namely, Quality Function Deployment (QFD). In this study, a mixed method approach were used where, questionnaires survey and interviews were conducted for data collection. Data were collected from customers, employees and executive officers (altogether 347 in number of respondents) from seven Islamic banks on personal contact basis. From the data analysis in the first stage, this research revealed that customers’ perceived expectations are higher than the services delivered. Later on, the researcher compiled altogether 45 customers’ requirements (‘what’) and 47 technical requirements (‘how’) for further enhancement of service quality of Islamic banks in Bangladesh. Finally, the QFD exercise was carried out to prioritize the technical requirements (‘hows’), which will eventually guide implementation of the necessary measures to improve the overall quality of the Islamic banks in Bangladesh. This research contributes to the existing body of knowledge in field of academics and findings are expected to provide guidelines for enhancing satisfaction level of customers of the Islamic banks in Bangladesh.

Item Type: Conference or Workshop Item (Slide Presentation)
Additional Information: 2887/73283
Uncontrolled Keywords: Service Quality, Islamic Bank, QFD, Customer Satisfaction
Subjects: H Social Sciences > HG Finance > HG3368 Islamic Banking and Finance
Kulliyyahs/Centres/Divisions/Institutes: Kulliyyah of Economics and Management Sciences > Department of Business Administration
Institute of Islamic Banking & Finance (IIiBF)
Kulliyyah of Economics and Management Sciences
Depositing User: Rafikul Islam
Date Deposited: 18 Jul 2019 10:03
Last Modified: 18 Jul 2019 10:03
URI: http://irep.iium.edu.my/id/eprint/73283

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