Title: Measuring perceived service quality in Qatari Islamic banks

Authors: Abdel Kader Mohamed Ahmed Abdullah, Norizan Mohd Kassim

Addresses: Department of Finance and Economics, College of Business and Economics, University of Qatar, P.O. Box 2713, Doha, Qatar. ' Department of Management and Marketing, College of Business and Economics, Qatar University, P.O. Box 2713, Doha, Qatar

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.

Keywords: customer satisfaction; Islamic banking; Middle East; Qatar; customer retention; service quality; Islamic finance; human skills; empathy.

DOI: 10.1504/JIBED.2009.022531

Journal for International Business and Entrepreneurship Development, 2009 Vol.4 No.1/2, pp.90 - 106

Published online: 14 Jan 2009 *

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