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Cited by 25Islamic Finance and Banking StudiesCustomer Service Quality and LoyaltyBanking Sector Performance and Management

The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.

Does service quality increase the level of banks performance: Comparative analysis between conventional and Islamic banks

Ali, Syed Faraz, Naeem, Muhammad·2019·Journal of Management Development
DOI 10.1108/jmd-05-2018-0149
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Abstract

Purpose: The purpose of this paper is to unfold the relationship between service quality and level of performance of conventional and Islamic banks. Also, it intends to uncover what are the features of service quality which can raise the level of performance either in conventional banks or Islamic banks. There is rare literature available that focused on comparative study between above stated banking systems based on emerging parameters of SERVQUAL model. Design/methodology/approach: To meet the objectives of this investigation, research data has been from 450 customers who have had accounts and dealings with conventional and Islamic banks in the previous five years. The customers are selected based on cluster sampling from regional offices of conventional and Islamic banks. Findings: The collected data have been analyzed by using confirmatory factor analysis (CFA) technique followed by common method variance (CMV), multiple regression test and independent sample t-test used to examine the parameters of service quality in the context of banks performance. The purpose of CFA is to find the model validity, while multiple regression and t-test is performed in order to examine the influence of service quality parameters on banks performance. Originality/value: The study used compliance as a one of the emerging and unique dimension of service quality. This dimension is rarely investigated in the context of measuring the level of bank performance of conventional and Islamic banking systems. Findings reveal responsiveness and assurance is the strongest predictor of conventional banking performance. Compliance and reliability has significant and positive impact on the level of performance of Islamic banks. Moreover, the study has practical implications for the top management and stakeholders of conventional and Islamic banks to increase the level of performance by using SERVQUAL model.

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Metadata

Authors
Ali, S. F., & Naeem, M.
Affiliations
  • University of Greater Manchester (GB)
  • University of Worcester (GB)
ORCID
Venue
Journal of Management Development
Publisher
Emerald
Published
2019-07-08
Volume
38
Issue
6
Pages
442-454
ISSN
0262-1711 (ISSN-L)
DOI
10.1108/jmd-05-2018-0149
OpenAlex
W2959165313
Cited by
25
References
2
Citations by year
2026: 3 · 2025: 3 · 2024: 7 · 2023: 4 · 2022: 1 · 2021: 3 · 2020: 3 · 2019: 1
FWCI
4.82
Type
journal article
Language
en
Open access
closed
Licence
www.emeraldinsight.com/page/tdm (tdm)
Locations
  • Journal of Management Development (publishedVersion)
  • Worcester Research and Publications (University of Worcester) (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 › Accounting › Banking Sector Performance and Management
Keywords
service quality, bank performance, Islamic banking, conventional banks, SERVQUAL, compliance, responsiveness, assurance, reliability, consumer perception, comparative banking

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CoChat. (2026). Citation check: Does service quality increase the level of banks performance: Comparative analysis between conventional and Islamic banks. https://app.cochat.ai/papers/10.1108/jmd-05-2018-0149
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Ali, S. F., & Naeem, M. (2019). Does service quality increase the level of banks performance: Comparative analysis between conventional and Islamic banks. Journal of Management Development. https://doi.org/10.1108/jmd-05-2018-0149