Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach
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 e...
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| Format: | Article |
| Language: | English |
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Islami Bank Training and Research Academy
2014
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/37323/ http://irep.iium.edu.my/37323/1/Abduh_and_Othman%2C_July_2014.pdf |
| _version_ | 1848781393189928960 |
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| author | Abduh, Muhamad Othman, Abdallah A.M. |
| author_facet | Abduh, Muhamad Othman, Abdallah A.M. |
| author_sort | Abduh, Muhamad |
| building | IIUM Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T15:48:51Z |
| format | Article |
| id | iium-37323 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T15:48:51Z |
| publishDate | 2014 |
| publisher | Islami Bank Training and Research Academy |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-373232018-06-19T06:55:31Z http://irep.iium.edu.my/37323/ Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach Abduh, Muhamad Othman, Abdallah A.M. BP173.75 Islam and economics HG1501 Banking 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. Islami Bank Training and Research Academy 2014-06-30 Article PeerReviewed application/pdf en http://irep.iium.edu.my/37323/1/Abduh_and_Othman%2C_July_2014.pdf 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 http://ibtra.com/pdf/journal/v10_n2_article6.pdf |
| spellingShingle | BP173.75 Islam and economics HG1501 Banking Abduh, Muhamad Othman, Abdallah A.M. Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach |
| title | Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach |
| title_full | Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach |
| title_fullStr | Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach |
| title_full_unstemmed | Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach |
| title_short | Service quality evaluation of Islamic banks in UAE: an importance-performance analysis approach |
| title_sort | service quality evaluation of islamic banks in uae: an importance-performance analysis approach |
| topic | BP173.75 Islam and economics HG1501 Banking |
| url | http://irep.iium.edu.my/37323/ http://irep.iium.edu.my/37323/ http://irep.iium.edu.my/37323/1/Abduh_and_Othman%2C_July_2014.pdf |