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Cited by 99Islamic Finance and Banking StudiesCustomer Service Quality and LoyaltyConsumer Behavior and Marketing Influence

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Quality and image of banking services: a comparative study of conventional and Islamic banks

Saleh, Md Abu, Quazi, Ali, Keating, Byron, Gaur, Sanjaya S.·2017·International Journal of Bank Marketing
DOI 10.1108/ijbm-08-2016-0111
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Abstract

Purpose Bank customers’ perceptions of service quality and service image of Islamic banks may differ from those of conventional banks. The purpose of this paper is to examine the differing perceptions of customers of Islamic and conventional banking systems in an emerging market, which has rarely been addressed and adds to the body of knowledge on this topic. This study also re-examines the SERVQUAL model of customer banking services to measure their impact on customer satisfaction and loyalty. Design/methodology/approach The study uses responses from a randomly drawn sample of 229 customers from conventional banks and 225 customers from Islamic banks operating in Bangladesh using a structured questionnaire. SPSS and structural equation modeling techniques were employed as statistical tools for data analysis. Findings Overall, the examined service quality dimensions wield varying effects on client satisfaction mediated through the perceived image of banking services. Islamic bank customers’ perceptions of the level of reliability, responsiveness, security and reputation were significantly higher than those of conventional banks. Research limitations/implications This study enhances our understanding of how Islamic banking practices differ from those of conventional banking in terms of service quality and image-related factors. More specifically, the findings of this research explain consumers’ perceived assessment of satisfaction and loyalty in a comparative research setting.…

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Metadata

Authors
Saleh, M. A., Quazi, A., Keating, B., & Gaur, S. S.
Affiliations
  • University of Canberra (AU)
  • Australian National University (AU)
  • Sunway University (MY)
ORCID
Venue
International Journal of Bank Marketing
Publisher
Emerald
Published
2017-09-04
Volume
35
Issue
6
Pages
878-902
ISSN
0265-2323 (ISSN-L)
DOI
10.1108/ijbm-08-2016-0111
OpenAlex
W2738580640
Cited by
99
References
3
Citations by year
2026: 5 · 2025: 5 · 2024: 12 · 2023: 15 · 2022: 18 · 2021: 20 · 2020: 14 · 2019: 8 · 2018: 2
FWCI
21.26
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
  • International Journal of Bank Marketing (publishedVersion)
  • University of Canberra Research Portal (submittedVersion)
  • QUT ePrints (Queensland University of Technology) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Accounting › Islamic Finance and Banking Studies
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
Islamic banking, conventional banks, service quality, service image, SERVQUAL, customer satisfaction, customer loyalty, bank reliability, bank security, bank reputation, Bangladesh

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CoChat. (2026). Citation check: Quality and image of banking services: a comparative study of conventional and Islamic banks. https://app.cochat.ai/papers/10.1108/ijbm-08-2016-0111
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Saleh, M. A., Quazi, A., Keating, B., & Gaur, S. S. (2017). Quality and image of banking services: a comparative study of conventional and Islamic banks. International Journal of Bank Marketing. https://doi.org/10.1108/ijbm-08-2016-0111