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Article
Publication date: 22 November 2011

Mehrdad Estiri, Farshid Hosseini, Hamidreza Yazdani and Hooman Javidan Nejad

The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran.

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Abstract

Purpose

The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran.

Design/methodology/approach

The authors perform a review of the set of attributes which are capable of being incorporated in the measure of customer satisfaction for Islamic banks. Later, the possibility is posed of grouping these attributes into dimensions of quality, proceeding to value various alternative structures by means of confirmatory factor analysis methodology and testing their reliability and validity.

Findings

The findings from this study reveal that service quality in Iranian banking adopting the commercial format of Islamic services has a two‐factor structure: Value proposition quality and Service delivery quality.

Originality/value

The paper contributes to the literature on Islamic Banking in a Middle Eastern economy.

Details

International Journal of Islamic and Middle Eastern Finance and Management, vol. 4 no. 4
Type: Research Article
ISSN: 1753-8394

Keywords

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Article
Publication date: 22 November 2011

M. Kabir Hassan

674

Abstract

Details

International Journal of Islamic and Middle Eastern Finance and Management, vol. 4 no. 4
Type: Research Article
ISSN: 1753-8394

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