Akram Al-jazzazi and Parves Sultan
The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking…
Abstract
Purpose
The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.
Design/methodology/approach
Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference post hoc tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.
Findings
BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.
Research limitations/implications
The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.
Practical implications
The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently.
Originality/value
This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.
Details
Keywords
Akram Mahmoud Al-jazzazi and Parves Sultan
The purpose of this paper is to review some of the key studies that are published in the last three decades on banking service quality with particular attention to the Middle…
Abstract
Purpose
The purpose of this paper is to review some of the key studies that are published in the last three decades on banking service quality with particular attention to the Middle Eastern countries, and provide some future research directions.
Design/methodology/approach
Literature review.
Findings
The review generated 11 research questions related to Islamic and conventional banking services in the Middle Eastern countries.
Research limitations/implications
This paper reviews leading, current studies on conventional and Islamic banking in the Middle East, and provides future research directions for scholars and practitioners alike. Future research should address each of the research questions as identified in this paper with empirical data/evidence.
Practical implications
This paper reviews leading, current studies on conventional and Islamic banking in the Middle East and provides future directions of research for scholars and practitioners alike. Future research should address each of the research questions the authors identify with empirical data and scientific evidence.
Originality/value
This paper would be useful for guiding the development and resolution of researchers’ and practitioners’ research questions and could help to strengthen the banking industry in Middle Eastern countries.