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Year 2013, Volume: 2 Issue: 1-2, 56 - 71, 01.06.2013

Abstract

References

  • Abdullah, A. and Kassim, N., 2009. Measuring perceived service quality in Qatari Islamic banks. Journal for International Business and Entrepreneurship Development, 4(1), pp. 90-106.
  • Al Zaabi, Obaid S., 2006. Islamic banks and service quality: An empirical study of the UAE. Un-published PhD Thesis, Durham, University of Durham,.
  • Al-Tamimi, H. and Al-Amiri, A., 2003. Analysing service quality in the UAE Islamic banks. Journal of Financial Services Marketing, 8(2), pp. 119-132.
  • Almossawi, M., 2001. Bank selection criteria employed by college students in Bahrain: an empirical analysis. International Journal of Bank Marketing, 19(3), pp.115-125.
  • Amin, M. and Isa, Z., 2008. An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), pp. 191-209.
  • Anderson, E. W.; Fornell., C. and Lehmann, D. R., 1994. Customer satisfaction, market share and profitability. Journal of Marketing, 58(3), pp. 53-66.
  • Anderson, J. and Gerbing, S., 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), pp. 411- 423.
  • Angur, M. G.; Nataraajan, R. Jr. and Jahera, J. S., 1999. Service quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing, 17(3), pp.116-23.
  • Bagozzi, R. and Yi, Y.,1988. On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16 (Spring), pp. 74-94.
  • Baumgartner, H. and Homburg, C.,1996. Applications of Structural Equation Modeling in Marketing and Consumer Research: A Review. International Journal of Research in Marketing, 13, pp.139-161.
  • Bitner, M.J.; Booms, B. H. Tetreault, M. S.,1990. The service encounter: Diagnosing favourable and unfavourable Incidents. Journal of Marketing, 54: 71-84.
  • Brown, S. W. and Swartz, T. A., 1989. A Gap analysis of professional service quality. Journal of Marketing, 53(2), pp. 92-98
  • Browne, M. W. and Cudeck, R., 1993. Alternative Ways of Assessing Model Fit. In: K. Bollen and J. Scott Long, eds., Testing Structural Equation Models, Newbury Park. pp.136-162.
  • Carman, J. M.,1990. Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66, pp.33-55.
  • Erol, C. and El-Bdour. R.,1989. Attitudes, Behaviour, and Patronage Factors of Bank Customers towards Islamic Banks. International Journal of Bank Marketing, 7(6), pp. 31-37.
  • Fornell, C. and Larcker, D., 1981. Evaluating Structural Equation Models and Unobservable Variables and Measurement Error. Journal of Marketing Research, 18 (February): pp. 39-50.
  • Gait, A. and Worthington, A., 2008. An empirical survey of individual consumer, business firm and financial institution attitudes towards Islamic methods of finance. International Journal of Social Economics, 35(11): pp.783-808.
  • Kline, R. B., 2005. Principles and Practice of Structural Equation Modelling. (2nd ed.). New York: Guilford Press.
  • Kotler, P. and Armstrong, G., 2006. Principles of Marketing, (11th ed.) Upper Saddle River: New Jersey: Prentice-Hall.
  • Ladhari. R., 2008. Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry. Journal of Financial Services Marketing 14(1), pp. 70- 82.
  • Martin, C., Adrian, P. and David, B.,2002. Relationship Marketing: Creating Customer Value. Burlington: Elsevier Butterworth-Heinemann.
  • Metawa, S. and Almossawi, M.,1998. Banking behavior of Islamic bank customers: perspectives and implications. International Journal of Bank Marketing, 16(7), pp. 299-313.
  • Nicholls, J. A. F., Gilbert, G. R. and Roslow, S.,1998. Parsimonious measurement of customer satisfaction with personal service and the service setting. Journal of Consumer Marketing, 15(3), pp. 239-253.
  • Othman, A. and Owen, L., 2002a. Adopting and measuring customer service quality (SQ) in Islamic banks: a case study in Kuwait finance house. International Journal of Islamic Financial Services, 3(1), pp.1-26.
  • Othman, A. and Owen, L.,2002b. The multi dimensionality of Carter Model to measure customer service quality (SQ) in Islamic banking industry: a study in Kuwait finance house. International Journal of Islamic Financial Services, 3(4), pp. 1-12.
  • Parasuramam, A., Zeithaml, V. A. and Berry, L. L., 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, pp. 41-50.
  • Parasuraman, A., Zeithmal, V. A. and Berry, L. L., 1988. SERVQUAL: A multiple-Item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), pp. 12-40.
  • Rust, R. T. and Oliver, R. L.,1994. Service quality: insights and managerial implications from the frontier. In: R. T. Rust and R. L. Oliver, eds., Service Quality: New Directions in Theory and Practice. London: Sage.
  • Sharma, A. and Mehta. V.,2005. Service quality perceptions in financial services-A case study of banking service. Journal of services research, 4(2): pp.205-223.
  • Yi, Y. J. and La, S. N., 2004. What Influences the Relationship between Customer Satisfaction and Repurchase Intention? Investigating the Effect of Adjusted Expectations and Customer Loyalty. Psychology and Marketing, 21(5), pp. 351–373.
  • Zeithaml, V. A., Berry, L. L. and Parasuraman, A.,1993. The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 21(1), pp. 1-12.

Measuring the Perceived Service Quality and Customer Satisfaction in Islamic Bank Windows in Libya Based on Structural Equation Modelling (SEM)

Year 2013, Volume: 2 Issue: 1-2, 56 - 71, 01.06.2013

Abstract

The growth of the banking sector is vital for a country’s economic development as it provides most of the financing sources for businesses. Customer satisfaction is one of the most important factors in determining the feasibility of a banking operation. Thus, this study aims to measure customer satisfaction in Libyan commercial banks, using the structural equation model (SEM). This study uses the dimensions from the modified SERVQUAL model, namely Tangibility, Assurance, Reliability, Responsiveness and Empathy for 366 cross-sectional samples that were taken from three commercial banks in Libya, namely Gumhouria Bank, Wahda Bank and Sahara Bank in year 2012. The study found that responsiveness was the strongest indicator of customer satisfaction using the dimensions of perceived quality, followed by reliability, empathy and assurance. The results of this study will be useful for policy-making by Libyan authorities responsible for the development of the banking sector

References

  • Abdullah, A. and Kassim, N., 2009. Measuring perceived service quality in Qatari Islamic banks. Journal for International Business and Entrepreneurship Development, 4(1), pp. 90-106.
  • Al Zaabi, Obaid S., 2006. Islamic banks and service quality: An empirical study of the UAE. Un-published PhD Thesis, Durham, University of Durham,.
  • Al-Tamimi, H. and Al-Amiri, A., 2003. Analysing service quality in the UAE Islamic banks. Journal of Financial Services Marketing, 8(2), pp. 119-132.
  • Almossawi, M., 2001. Bank selection criteria employed by college students in Bahrain: an empirical analysis. International Journal of Bank Marketing, 19(3), pp.115-125.
  • Amin, M. and Isa, Z., 2008. An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), pp. 191-209.
  • Anderson, E. W.; Fornell., C. and Lehmann, D. R., 1994. Customer satisfaction, market share and profitability. Journal of Marketing, 58(3), pp. 53-66.
  • Anderson, J. and Gerbing, S., 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), pp. 411- 423.
  • Angur, M. G.; Nataraajan, R. Jr. and Jahera, J. S., 1999. Service quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing, 17(3), pp.116-23.
  • Bagozzi, R. and Yi, Y.,1988. On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16 (Spring), pp. 74-94.
  • Baumgartner, H. and Homburg, C.,1996. Applications of Structural Equation Modeling in Marketing and Consumer Research: A Review. International Journal of Research in Marketing, 13, pp.139-161.
  • Bitner, M.J.; Booms, B. H. Tetreault, M. S.,1990. The service encounter: Diagnosing favourable and unfavourable Incidents. Journal of Marketing, 54: 71-84.
  • Brown, S. W. and Swartz, T. A., 1989. A Gap analysis of professional service quality. Journal of Marketing, 53(2), pp. 92-98
  • Browne, M. W. and Cudeck, R., 1993. Alternative Ways of Assessing Model Fit. In: K. Bollen and J. Scott Long, eds., Testing Structural Equation Models, Newbury Park. pp.136-162.
  • Carman, J. M.,1990. Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66, pp.33-55.
  • Erol, C. and El-Bdour. R.,1989. Attitudes, Behaviour, and Patronage Factors of Bank Customers towards Islamic Banks. International Journal of Bank Marketing, 7(6), pp. 31-37.
  • Fornell, C. and Larcker, D., 1981. Evaluating Structural Equation Models and Unobservable Variables and Measurement Error. Journal of Marketing Research, 18 (February): pp. 39-50.
  • Gait, A. and Worthington, A., 2008. An empirical survey of individual consumer, business firm and financial institution attitudes towards Islamic methods of finance. International Journal of Social Economics, 35(11): pp.783-808.
  • Kline, R. B., 2005. Principles and Practice of Structural Equation Modelling. (2nd ed.). New York: Guilford Press.
  • Kotler, P. and Armstrong, G., 2006. Principles of Marketing, (11th ed.) Upper Saddle River: New Jersey: Prentice-Hall.
  • Ladhari. R., 2008. Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry. Journal of Financial Services Marketing 14(1), pp. 70- 82.
  • Martin, C., Adrian, P. and David, B.,2002. Relationship Marketing: Creating Customer Value. Burlington: Elsevier Butterworth-Heinemann.
  • Metawa, S. and Almossawi, M.,1998. Banking behavior of Islamic bank customers: perspectives and implications. International Journal of Bank Marketing, 16(7), pp. 299-313.
  • Nicholls, J. A. F., Gilbert, G. R. and Roslow, S.,1998. Parsimonious measurement of customer satisfaction with personal service and the service setting. Journal of Consumer Marketing, 15(3), pp. 239-253.
  • Othman, A. and Owen, L., 2002a. Adopting and measuring customer service quality (SQ) in Islamic banks: a case study in Kuwait finance house. International Journal of Islamic Financial Services, 3(1), pp.1-26.
  • Othman, A. and Owen, L.,2002b. The multi dimensionality of Carter Model to measure customer service quality (SQ) in Islamic banking industry: a study in Kuwait finance house. International Journal of Islamic Financial Services, 3(4), pp. 1-12.
  • Parasuramam, A., Zeithaml, V. A. and Berry, L. L., 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, pp. 41-50.
  • Parasuraman, A., Zeithmal, V. A. and Berry, L. L., 1988. SERVQUAL: A multiple-Item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), pp. 12-40.
  • Rust, R. T. and Oliver, R. L.,1994. Service quality: insights and managerial implications from the frontier. In: R. T. Rust and R. L. Oliver, eds., Service Quality: New Directions in Theory and Practice. London: Sage.
  • Sharma, A. and Mehta. V.,2005. Service quality perceptions in financial services-A case study of banking service. Journal of services research, 4(2): pp.205-223.
  • Yi, Y. J. and La, S. N., 2004. What Influences the Relationship between Customer Satisfaction and Repurchase Intention? Investigating the Effect of Adjusted Expectations and Customer Loyalty. Psychology and Marketing, 21(5), pp. 351–373.
  • Zeithaml, V. A., Berry, L. L. and Parasuraman, A.,1993. The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 21(1), pp. 1-12.
There are 31 citations in total.

Details

Other ID JA32UB93TS
Journal Section Research Article
Authors

Ali Joma Khafafa This is me

Zurina Shafii This is me

Publication Date June 1, 2013
Published in Issue Year 2013 Volume: 2 Issue: 1-2

Cite

APA Khafafa, A. J., & Shafii, Z. (2013). Measuring the Perceived Service Quality and Customer Satisfaction in Islamic Bank Windows in Libya Based on Structural Equation Modelling (SEM). Afro Eurasian Studies, 2(1-2), 56-71.

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