Measuring service quality in Islamic banks: An empirical study in Lebanon
Nabila Abbass, Maryam Al Hajjar
This study aims to examine how service quality in Islamic banks affects consumer satisfaction, moreover the study examines how customer satisfaction affects customer loyalty and determine if there are significant differences of service quality dimensions in explaining customer satisfaction. This empirical study used survey strategy (questionnaire) to collect data. The data was statistically analysed using SPSS program Version 20. This study used Cronbach’s Alpha to determine the scale reliability, Factor analysis (KMO and Bartlett of Sphericity) to measure validity, descriptive statistics, correlation matrix and simple regression and multiple regression. The regression analysis reveals as hypothesized, that responsiveness is determined as the most significant dimension and takes vital attention from customers. The study concludes that there are positive relationships between service quality and customer satisfaction and between customer satisfaction and customer loyalty with relative differences related to the effect of service quality dimensions in explaining customers’ satisfaction.
Nabila Abbass, Maryam Al Hajjar. Measuring service quality in Islamic banks: An empirical study in Lebanon. International Journal of Academic Research and Development, Volume 3, Issue 5, 2018, Pages 95-104