Measuring perceived service quality in Qatari Islamic banks Online publication date: Wed, 14-Jan-2009
by Abdel Kader Mohamed Ahmed Abdullah, Norizan Mohd Kassim
J. for International Business and Entrepreneurship Development (JIBED), Vol. 4, No. 1/2, 2009
Abstract: This paper investigates the service quality dimensions of Islamic banking services. Data were obtained via a cross-sectional survey involving a sample of 163 Islamic bank customers in Doha, Qatar. The findings indicate that two service-quality dimensions – human skills and empathy – were both indirectly related to retention via satisfaction. Some managerial and research implications of the study are also discussed.
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