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Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect

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  • Aldeehani, Talla M

Abstract

In this paper, we investigate the possible bidirectional causal relationship between bank efficiency and client satisfaction in the banking sector of Kuwait. For this purpose, we applied structural equation model (SEM) methodology. Based on a 5-point Likert scale questionnaire, data was gathered from Islamic banks (IBs) clients and conventional banks (CBs) client. We found a significant evidence of a, relatively, higher client satisfaction for IBs. The findings, also, provide evidence of a positive and significant bilateral causal relationship between client satisfaction and bank efficiency. This is a result that confirms an anticipated theoretical proposition related to the ultimate goal of firm value maximization. Discussions, interpretations, implications, and recommendations are provided.

Suggested Citation

  • Aldeehani, Talla M, 2018. "Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect," Business and Economic Horizons (BEH), Prague Development Center (PRADEC), vol. 14(2), February.
    • Handle: RePEc:ags:pdcbeh:285168
    DOI: 10.22004/ag.econ.285168
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    Cited by:

    1. Igor Fellype Loureiro Valenca Filgueiras & Fagner José Coutinho de Melo & Djalma Silva Guimaraes Junior & Aline Amaral Leal Barbosa & Eryka Fernanda Miranda Sobral & Silvio André Vital Junior, 2024. "Evaluation of the Benefits Generated by Sustainability 4.0: A Study of the Perception of Banking Sector Customers," Sustainability, MDPI, vol. 16(6), pages 1-26, March.

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    Public Economics;

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