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The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account

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  • Najat Abdullrahim

    (Bournemouth University)

  • Julie Robson

    (Bournemouth University)

Abstract

Using an extended SERVQUAL model, this study identifies and compares the importance of service quality to Muslim consumers with an Islamic or non-Islamic bank account in a non-Muslim country, Britain. Eight group discussions and a survey of 300 Muslims were conducted. Five dimensions of service quality were identified, i.e. responsiveness, credibility, Islamic tangibles, accessibility and reputation. These differ in structure and content from the original SERVQUAL developed in a western context and the subsequent CARTER model constructed in a Muslim country. In addition, significant differences were found in the importance of items between Islamic bank account and non-Islamic bank account holders. This study is one of the first to identify and compare the importance of service quality between Islamic and non-Islamic bank account holders in a western non-Muslim country. The results advance our understanding of the impact of culture on SERVQUAL. The study provides insight into Muslims’ bank choice and helps bank managers of both Islamic and non-Islamic banks to focus their attention on the service quality dimensions that matter most to Muslim customers.

Suggested Citation

  • Najat Abdullrahim & Julie Robson, 2017. "The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(2), pages 54-63, June.
    • Handle: RePEc:pal:jofsma:v:22:y:2017:i:2:d:10.1057_s41264-017-0025-6
    DOI: 10.1057/s41264-017-0025-6
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    References listed on IDEAS

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    1. Jasim Al‐Ajmi & Hameeda Abo Hussain & Nadhem Al‐Saleh, 2009. "Clients of conventional and Islamic banks in Bahrain," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 36(11), pages 1086-1112, September.
    2. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
    3. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    4. Alsadek Gait & Andrew Worthington, 2008. "An empirical survey of individual consumer, business firm and financial institution attitudes towards Islamic methods of finance," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 35(11), pages 783-808, September.
    5. Javalgi, Rajshekhar G. & Armacost, Robert L. & Hosseini, Jamshid C., 1989. "Using the analytic hierarchy process for bank management: Analysis of consumer bank selection decisions," Journal of Business Research, Elsevier, vol. 19(1), pages 33-49, August.
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    Cited by:

    1. Tanveer Ahmed & Sarkar Kabir & Aqsa Aziz & Yahaya Alhassan, 2023. "Islamic Home Finance in the UK: A Partial Least Square Structural Equation Modelling Approach," Sustainability, MDPI, vol. 15(5), pages 1-24, February.
    2. Intekhab Alam & Pouya Seifzadeh, 2020. "Marketing Islamic Financial Services: A Review, Critique, and Agenda for Future Research," JRFM, MDPI, vol. 13(1), pages 1-19, January.

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