A hierarchical model of service quality challenges and success factors in Bangladesh’s Islamic banking sector

Tanny, Mohibba Tabassum and Islam, Rafikul and Wan Husain, Wan Rohaida (2026) A hierarchical model of service quality challenges and success factors in Bangladesh’s Islamic banking sector. Online Journal of Islamic Management and Finance, 6 (2). pp. 1-20. E-ISSN 2785-9398

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Abstract

This study develops a hierarchical model to identify and rank the challenges Bangladesh’s Islamic banking industry faces in delivering service quality, along with the critical success factors (CSFs) needed to address them. The study adopted an exploratory sequential mixed-methods approach, involving semi-structured interviews with 15 participants and a questionnaire survey of 120 respondents. The Analytic Hierarchy Process (AHP) was applied to prioritize the identified challenges and CSFs. The findings revealed five major challenges: lack of good governance, lack of capital market and financial investment, liquidity crisis, lack of Islamic products and services, and insufficient employee knowledge of Islamic banking. The AHP results identified lack of capital market and financial investment as the highest-priority challenge (0.246), followed by governance (0.224), liquidity crisis (0.181), employee knowledge (0.177), and Islamic products and services (0.172). The hierarchical model developed in this study provides practical guidance for improving service quality, performance, and competitiveness in Bangladesh’s Islamic banking industry. It may also support broader economic development by strengthening financial services and fostering trust within the Islamic banking sector.

Item Type:	Article (Journal)
Uncontrolled Keywords:	Islamic Banks in Bangladesh, Challenges, Critical Success Factors, Service Quality, Analytic Hierarchy Process
Subjects:	H Social Sciences > H Social Sciences (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User:	Dr Wan Rohaida Wan Husain
Date Deposited:	11 Nov 2026 16:09
Last Update:	11 Nov 2026 16:15
Queue Number:	2026-11-Q6104
URI:	http://irep.iium.edu.my/id/eprint/132567
Indexed In:	Google Scholar

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