Document
Service quality perception and customer satisfaction in Islamic banks of Oman.
Identifier
DOI: 10.13106/jafeb.2020.vol7.no9.499
Source
Journal of Asian Finance, Economics and Business. v. 7, 9, p. 499-504
Contributors
Al-Amri, Hanin Abdulrhman., Author
Country
Korea
City
Kodisa
Publisher
Korea Distribution Science Association (KODISA).
Gregorian
2020-01-01
Language
English
Subject
English abstract
Service quality of any institution is a pull factor for attracting and retaining the customer. The present study examines the customer satisfaction level toward the quality of service offered by the Islamic banks in Oman. It also aims to find out which dimension influences customer satisfaction more concerning the other dimension chosen for the study. To fulfil the need of the study, a structured questionnaire is distributed amongst 100 customers of Islamic banks. The random stratified sampling technique is used for the collection of the data. The collected data is analyzed using the correlation and the multiple linear regression techniques. The result of the study indicates that timely service provided by the banking personnel has a mean score of 4.57, bank staff readiness to serve the customer has a mean score of 4.36, and the security of the banking operation has a mean score of 4.37 occupies the highest rank in their respective dimension chosen for the study. The study reveals that all three dimensions of quality of service represented by Services Reliability, Services Responsiveness and Services Security have a positive and significant correlation with customer satisfaction. The regression results also indicate that all three dimensions influence customer satisfaction of the Islamic banks.
ISSN
2288-4637
Category
Journal articles